Job Description

Location: Candidates must reside in Massachusetts or New Hampshire In-Office Requirement: Employees who live within 50 miles of either Boston, MA or Portsmouth, NH are expected to work in the office two days per week.

At Liberty Mutual, trust is built one interaction at a time — and digital communication is at the heart of how we earn it. We're looking for a Product Owner II/III to join our Digital Communication, Knowledge Management & Learning team within AI Acceleration & Platform, where you'll help shape the future of how we connect with customers and empower our employees.

In this role, you'll own two high-visibility, enterprise-scale capabilities: Platinum SMS — Liberty Mutual's modern platform for two-way customer SMS communication — and Communications Interaction History — a cross-cutting capability that gives employees centralized visibility into customer interactions across all channels.

This isn't just a backlog management role. It's a chance to drive meaningful outcomes at the intersection of technology, customer experience, and enterprise strategy. You'll collaborate across business, technology, UX, compliance, and operations to deliver capabilities that make a real difference — for customers who expect seamless experiences and for employees who need the right context to deliver them. If you're energized by solving complex problems, influencing across organizations, and building platforms that scale, this is the role for you.

What You'll Do

• As the Product Owner for Platinum SMS and Communications Interaction History, you won't just manage a backlog — you'll shape a connected communication ecosystem that impacts customers and employees across Liberty Mutual.
• Set the vision and drive the roadmap — Own and evolve the product vision, strategy, and roadmap for both capabilities, ensuring alignment with enterprise priorities and long-term platform goals.
• Champion the customer and employee experience — Represent the voice of the customer, employee, and business, keeping the team laser-focused on delivering the highest-value outcomes.
• Turn complexity into clarity — Translate ambiguous business problems and stakeholder needs into well-defined features, user stories, acceptance criteria, and actionable delivery priorities.
• Lead prioritization with purpose — Drive tradeoff discussions grounded in customer value, business impact, feasibility, cost of delay, and risk — making thoughtful decisions even in the face of uncertainty.
• Build strong partnerships — Collaborate closely with stakeholders across business, technology, UX, research, compliance, operations, and architecture to align priorities and remove obstacles.
• Deliver in an agile environment — Actively participate in quarterly planning, backlog refinement, sprint planning, demos, and retrospectives to keep the team aligned and moving forward.
• Measure what matters — Define and monitor product health and success metrics, including adoption, reliability, operational performance, and experience outcomes — using data to guide decisions.
• Enable scalable, future-ready platforms — Partner with engineering and architecture to address dependencies, scalability needs, and opportunities to incorporate AI-enabled capabilities.
• Connect the ecosystem — Collaborate across teams to support broader omnichannel communication initiatives and help build toward an intelligent, integrated customer communication future.

What We’re Looking For

We're looking for a product leader who brings both strategic thinking and thrives in complexity, communicates with clarity, and is driven by outcomes over output.

Required Skills & Experience:

• 5–7 years of experience as a Product Owner or Product Manager, with direct experience working with agile delivery teams
• Proven experience owning enterprise platforms, digital communication tools, customer service capabilities, or employee-facing applications
• Strong ability to manage complex products with multiple stakeholders, cross-functional dependencies, and competing priorities
• Demonstrated skill in translating ambiguous business problems into clear product outcomes and delivery plans
• Strong prioritization and decision-making skills, with comfort navigating uncertainty
• Excellent communication and stakeholder management skills, with experience influencing across organizational boundaries
• Experience working closely with engineering, architecture, UX, and business partners in an agile environment

Why This Role Matters

Digital communication is a critical way Liberty Mutual builds trust with customers. Customers expect timely, clear, and consistent interactions, and employees need the right tools and context to support them effectively. By leading Platinum SMS and Communications Interaction History, this Product Owner will help create a more connected communication ecosystem — one where customer interactions are easier, more informed, and more seamless across channels. This is a meaningful opportunity to join a forward-looking team focused on intelligent, scalable, and customer-centered platform capabilities.

Qualifications

• Advanced knowledge of Agile development methodologies as typically acquired through a Bachelors’ degree in relevant field (business, computer science, humanities etc.), 7 years in business, technology, or consulting with 5 to 7 years direct experience with agile teams
• Master's degree preferred
• High level of proven business expertise needed to set clear priorities for product and understand business value impacts
• Develops strong stakeholder relationships and influencing across multiple organizational boundaries
• Demonstrated experience leading varied audiences through the development of complex ideas, issues and designs
• Ability to lead varied audiences through census building
• Proven experience with Agile practices and expectations
• Comfortable with making decisions with some level of uncertainty

About Us

Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve. We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://www.libertymutualgroup.com/about-lm/careers/benefitsLiberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law. Fair Chance Notices

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