Service CenterCSCS TX
Position Summary: Caliber is seeking a strategic and execution-oriented Technology Product Manager - Strategic Accounts to own the vision, development, and delivery of technology solutions supporting Strategic Accounts, Carrier, and DRP partnerships. This role is focused on the technology capabilities that enable seamless integration, work assignment, SLA compliance, and data exchange between Caliber, strategic partners, and internal customer experience and operations platforms.
The Product Manager will serve as the technology product counterpart to Strategic Accounts, Carrier Relations, Customer Experience, and Central Operations leadership. The role is responsible for translating partner requirements, contractual obligations, and customer experience objectives into scalable, secure, and highly reliable technology products that support repair assignment, scheduling, and operational execution across Caliber's network.
This position owns the end-to-end product strategy for platforms and integrations supporting strategic account onboarding, partner connectivity, assignment workflows, performance transparency, and SLA management. The Product Manager will work closely with IT, Architecture, Data & Analytics, Application Engineering, Call Center Operations, and Field Support teams to drive measurable partner and customer outcomes.
Essential Duties: Product Strategy & Leadership
- Help define and execute the product vision and roadmap for Strategic Accounts and Carrier technology platforms, aligned to customer experience, partner performance, and enterprise growth objectives.
- Establish and manage a prioritized product backlog supporting carrier, DRP, and strategic account integrations, including assignment workflows, scheduling touchpoints, and operational handoffs.
- Translate strategic account contracts, SLAs, and business rules into scalable product requirements and system capabilities.
- Partner with Strategic Accounts and Customer Experience leadership to ensure technology solutions support partner commitments and customer promises.
Partner Integration & Enablement
- Own technology solutions enabling seamless data exchange and workflow integration between carriers, strategic partners, call center systems, scheduling platforms, and operational tools.
- Drive standardization of partner integrations through APIs, messaging frameworks, and reusable integration patterns.
- Ensure reliable, secure, and scalable partner onboarding processes for new strategic accounts and carrier programs.
- Collaborate with Architecture and Security teams to ensure partner integrations meet enterprise standards and compliance requirements.
Repair Assignment & SLA Enablement
- Partner with Customer Experience and Central Operations teams to support technology that enables accurate repair assignment and routing aligned with partner rules and SLAs.
- Ensure assignment and scheduling workflows support carrier requirements, shop certifications, capacity constraints, and customer expectations.
- Define product requirements that enable monitoring and enforcement of SLA compliance across strategic accounts.
Data, Performance & Transparency
- Define product requirements for dashboards, reporting, and analytics supporting strategic account performance, assignment accuracy, and SLA adherence.
- Partner with Data & Analytics teams to deliver real-time visibility into partner metrics, exception management, and performance trends.
- Enable closed-loop feedback between partner interactions, assignment outcomes, and repair execution results.
Change Management & Adoption
- Lead change management efforts for new strategic account capabilities, ensuring successful adoption across call center, field, and partner-facing teams.
- Partner with Training, Communications, and Operations teams to support rollout, education, and sustained usage of strategic account technology solutions.
- Ensure products are designed to drive behavioral change and operational alignment, not just system compliance.
Cross-Functional Collaboration
- Serve as the primary technology product interface for Strategic Accounts, Customer Experience, and Carrier Relations leadership.
- Work closely with IT, Application Engineering, Architecture, Security, and Platform teams to deliver scalable and supportable solutions.
- Translate complex technical concepts into business-relevant outcomes for executive and partner stakeholders.
Vendor & Platform Management
- Support vendor and platform strategy related to partner integrations, assignment technologies, and customer experience ecosystems.
- Participate in vendor evaluations, roadmap alignment, and performance reviews related to strategic account capabilities.
Knowledge, Skills, and Abilities: Product Management & Strategy
- Experience defining and owning product vision and roadmaps for enterprise or partner-facing technology platforms.
- Strong ability to translate contractual requirements, SLAs, and business rules into scalable digital products.
Strategic Accounts & Partner Enablement
- Understanding of carrier, DRP, or strategic account operating models and technology integration needs.
- Experience supporting partner onboarding, system integrations, and cross-company workflows.
Integration & Platform Thinking
- Working knowledge of API-based integrations, event-driven architectures, and enterprise integration patterns.
- Ability to collaborate effectively with architecture and engineering teams on complex integrations.
Data & Performance Management
- Experience defining KPIs, dashboards, and reporting solutions for partner performance and SLA tracking.
- Strong analytical mindset with ability to use data to drive prioritization and decision-making.
Leadership & Influence
- Strong cross-functional collaboration skills with the ability to lead through influence.
- Excellent communication skills, including the ability to present to executive and partner stakeholders.
Education, Experience, and Other Requirements: - Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or related field required.
- Advanced degree (MBA or similar) preferred.
- 5+ years of experience in product management, operations technology, or enterprise systems.
- Experience supporting customer experience platforms, partner integrations, or large-scale service networks preferred.
- Automotive, insurance, collision repair, or multi-site service industry experience a plus.
Certifications, Licensures, and Language Skills (If needed): - PMP, CSPO, SAFe, ITIL, or equivalent experience strongly preferred.
Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires. Must be eligible to work in the U.S. with no restrictions. 
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