Product Manager – DSM (Firmwide Case Management)
The Product Manager for Digital Service Management at Confidential Client is responsible for executing the product strategy and lifecycle of the firm's case management tool. This role involves collaborating across multiple business and technology teams to translate user needs into prioritized enhancements, ensuring risk-aware delivery, and driving adoption and continuous improvement of the platform. The position requires strong analytical, communication, and stakeholder management skills to balance day-to-day product stewardship with strategic roadmap execution in a complex financial services environment.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, Financial Services.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
What You’ll Do
Confidential Client seeks a Product Manager to own the product strategy and day-to-day stewardship of a firmwide case management platform (Digital Service Management — DSM). You will translate user and business needs into prioritized enhancements, lead delivery of roadmap items, and drive adoption, controls, and continuous improvement across business areas and resolver groups.
Key responsibilities:
- Lead discovery: gather and validate user needs through stakeholder interviews, workflow observation, case data analysis, and feedback loops.
- Build personas, journey maps and identify pain points to simplify intake, routing, resolution, transparency and controls.
- Define and maintain a prioritized roadmap and backlog aligned to product strategy; assess business value, risk, cost and dependencies.
- Write clear product requirements, user stories and acceptance criteria for intake forms, routing, assignments, milestones, SLAs, notifications, search and reporting.
- Partner with engineering, architecture, data, risk, compliance, information security and records management to ensure feasibility, control preservation and data integrity.
- Promote reusable case-management patterns, consistent case data definitions and manage case-type onboarding and documentation.
- Drive release readiness: coordinate business acceptance testing, defect triage, operational readiness and post-launch reviews.
- Maintain product scorecards (adoption, throughput, time-to-resolution, SLA attainment, backlog aging, reopens, user satisfaction) and recommend measurable improvements.
- Support DSM modernization, migrations and integration planning with architecture and delivery teams.
- Contribute to financial and value management: support forecasts, business cases and benefits tracking for DSM investments.
- Provide stakeholder updates, decision papers and executive-ready materials; resolve cross-functional priority conflicts through influence and escalation.
What We’re Looking For
Minimum qualifications:
- College degree or equivalent proven work experience.
- Demonstrated ability to translate business needs into product requirements, prioritize work and support delivery and post-launch assessment.
- Working knowledge of case management, service operations or workflow-based enterprise tools.
- Strong analytical skills — able to define meaningful KPIs, interpret operational data and evaluate benefits and trade-offs.
- Understanding of risk-aware product delivery, access controls, sensitive information handling and auditable workflows.
- Strong oral and written communication, presentation and organizational skills; ability to influence across disciplines.
Preferred:
- Product management, business analysis or delivery experience with enterprise case-management or workflow platforms.
- Familiarity with Appian or similar workflow platforms.
- Experience in financial-services operations, cross-business onboarding or migration, Agile delivery, UAT, reporting/analytics and program governance.
Compensation & Location
- Salary range (base): $114,500 - $194,700 USD.
- This role is based in Chicago, IL. Compensation above is a good-faith estimate of base pay and may be supplemented by a discretionary bonus program and benefits.
Work Authorization & Reasonable Accommodation
- Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Confidential Client will not sponsor applicants for U.S. work visa status for this opportunity.
- Confidential Client is committed to reasonable accommodation for candidates with disabilities. If you need an accommodation during the application or interview process, notify the recruiter or hiring contact.
Why Candidates Join Confidential Client
- Opportunity to lead a firmwide product that impacts multiple business areas and improves operational controls and client service.
- Collaborative environment partnering with technology, risk, compliance and business operations.
- Strong focus on professional development, mobility and inclusive culture.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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