Company Overview

Promise empowers utilities and government agencies to create flexible, affordable solutions for individuals struggling with debt. Our innovative approach to payment plans and relief distribution significantly improves enrollment and recovery rates, helping individuals clear debts faster and reducing delinquencies for our partners.

We treat people facing financial difficulties with respect and dignity, providing the tools and resources they need to thrive. Our team includes experts from companies like Palantir, Google, Stripe , and esteemed government leaders.

Backed by over $50 million in funding from top investors such as 8VC, Kapor Capital, XYZ Ventures, and Howard Schultz, we've been recognized as one of Fast Company's "World's Most Innovative Companies of 2022."

Role Overview

We are seeking a user-obsessed Product Manager to lead the strategy and development of our payments platform, PromisePay, focusing on optimizing enrollment and improving plan performance. You will work to ensure that low-income communities have low-friction access to flexible payment options for critical services. In this role, you will collaborate with cross-functional teams to enhance user experience, drive plan adoption, and boost successful payment outcomes.

What You’ll Do

• Lead UX Strategy for PromisePay Enrollment: Develop and execute a UX strategy to simplify the PromisePay enrollment process, ensuring easy access for users—especially those from underserved, underbanked, or variable-income communities. Create user journeys that address participation barriers, including program discovery, self-enrollment, and customer support needs.

• Improve Plan Performance: Focus on increasing payment plan adherence, reducing drop-offs, and improving payment recovery rates. Implement solutions that build trust and engagement, leveraging insights from missed payment recovery trends to drive continuous improvement.

• Customer-Centric Design: Champion a user-centric approach that prioritizes flexibility, simplicity, and respect for customer needs. Tailor the product for users with inconsistent income streams, offering flexible payment schedules and clear, respectful communication to support their success.

• Collaboration with Cross-Functional Teams: Work closely with UX designers, developers, marketing, and client success teams to prioritize feature development and ensure seamless product execution. Align enhancements with company objectives, such as improving conversion rates, boosting revenue recovery, and maintaining compliance with utility regulations.

• User Research & Continuous Improvement: Conduct user research, A/B testing, and usability studies to gather direct feedback from PromisePay users. Use insights to refine the enrollment process and improve payment plan performance. Regularly analyze KPIs like enrollment success rates, payment completion rates, and customer satisfaction to identify opportunities for iterative improvement.

• Performance Tracking and Reporting: Monitor PromisePay’s performance with internal dashboards and metrics, including missed payment recovery and overall revenue recovery rates. Share key insights and recommend improvements based on data to drive product growth and customer success.

• Compliance and Ethical Standards: Ensure that the product adheres to privacy standards and all relevant regulations, supporting the company’s commitment to security, privacy, and dignity in the user experience.

What Will Enable You

• 3–8 years of experience in product management, ideally in FinTech or the utilities sector.

• Strong experience in improving user flows and driving product performance through data-driven decision-making.

• Excellent communication and collaboration skills.

• Willingness to travel to customer locations (up to 25%).

• Proficiency with analytics platforms like Amplitude or FullStory.

Preferred

• Experience with regulated utilities or government agencies.

• Familiarity with compliance and privacy standards related to payments.

Promise is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or military or veteran status. Additionally, the Company complies with applicable state and local laws governing non-discrimination in employment in every jurisdiction in which it operates. Promise is committed to promoting diversity and inclusion in the workplace. We also provide reasonable accommodations to qualified individuals with disabilities, pregnant individuals, and those with sincerely held religious beliefs, in accordance with applicable laws.

Promise engages in US government contracts and restricts hiring to US persons, which includes US citizens and permanent residents (e.g., Green Card holders). Additionally, candidates must reside in the US.