Earnest empowers ambitious professionals to make confident financial decisions and build the life they envision.
Important: Earnies are committed to helping borrowers move forward with confidence by offering smarter borrowing options with a clearer path to taking control of their debt. If you’re as passionate as we are about our mission, read more below, and let’s build something great together.
This role will report to the Vice President - Head of Product
We are looking for a Senior Product Manager, Servicing & Collections to own the end-to-end servicing experience for existing Earnest customers across all lending products. This role will lead the strategy and execution for our customer website and mobile app, enabling customers to manage their loans, make payments, get help when needed, and stay engaged throughout repayment.
This is a highly visible, high-impact role at the core of Earnest’s business. You will own driving strong repayment performance, low delinquency, and low operating costs through customer self-service, while maintaining a human, empathetic approach. You will also help transform servicing into a growth lever—using these touchpoints to deepen engagement, enable cross-sell, improve retention, and ultimately increase customer lifetime value as Earnest expands its product offerings.
You’ll work with a dedicated cross-functional team of engineers and designers, and partner closely with operations, risk, legal, compliance, analytics, and finance to build scalable, compliant, and customer-first servicing experiences.
This role is ideal for someone who thrives in ownership-heavy environments, is fluent in lending, and who can translate complexity into clear, actionable plans. If you’re energized by digging into tough problems, have a growth mindset, and are ready to roll up your sleeves to grow a product in a competitive space—we want to talk.
What You’ll Do
- Define and own the end-to-end servicing and collections product strategy across all Earnest lending products, with clear cross-product accountability for performance and customer outcomes.
- Lead the borrower experience across web and mobile, driving measurable improvements in repayment, delinquency (DQ), self-service adoption, retention, and customer lifetime value (LTV).
- Be directly accountable for repayment performance, DQ rates, operating cost efficiency (cost-to-serve), and long-term LTV, building scalable, digital-first servicing models that improve trust while reducing expense.
- Partner deeply with Risk, Legal, Compliance, and Finance — alongside Engineering, Design, Operations, and Analytics — to deliver compliant, empathetic, and financially sound servicing and collections journeys.
- Define, own, and report on core servicing KPIs, clearly communicating strategy, tradeoffs, progress, and results to stakeholders and executive leadership.
What You’ll Bring
- 7+ years of product management experience with end-to-end ownership of complex customer experiences.
- Experience building or owning servicing, payments, collections, or post-origination experiences (fintech or adjacent industries strongly preferred).
- Strong product instincts backed by data fluency—you are comfortable defining metrics, analyzing performance, and running experiments.
- A customer-first mindset with the ability to balance empathy, business outcomes, and risk considerations.
- Excellent communication and collaboration skills across highly cross-functional teams.
- Comfort operating in regulated environments and partnering with legal, compliance, and risk stakeholders.
- A builder’s mindset—you thrive in ambiguity and turn complex problems into clear, actionable roadmaps.
- Passion for creating transparent, empowering financial products that help people succeed.
Where
- This role will be based in the US and is fully remote
Earnest believes in enabling our employees to live their best lives. We offer a variety of perks and competitive benefits, including:
- Health, Dental, & Vision benefits plus savings plans
- Mac computers + work-from-home stipend to set up your home office
- Monthly internet and phone reimbursement
- Employee Stock Purchase Plan
- Restricted Stock Units (RSUs)
- 401(k) plan to help you save for retirement plus a company match
- Robust tuition reimbursement program
- $1,000 travel perk on each Earnie-versary to anywhere in the world
- Competitive days of annual PTO
- Competitive parental leave
What Makes an Earnie
At Earnest, our people bring our cultural principles to life. These principles define how we work, how we win, and what we expect of ourselves and each other:
- Every Second Counts: Speed is our competitive advantage. Our customers need better solutions, and the faster we execute, the greater our chance of success.
- Choose To Do Hard Things: We win by tackling the hard things that others avoid, fueled by grit and resilience.
- Pursue Excellence: Great companies, teams, and individuals never settle and are proud of the work that they do. What’s good enough today won’t be good enough tomorrow. Excellence isn’t a destination; it’s a mindset of continuous improvement.
- Lead Together: Our success comes from how we work together. Leadership is not about titles—it is about action. We take ownership, drive results, and move forward as a team.
- Don’t Take Yourself Too Seriously: We take our work seriously, not ourselves. The stakes are high, but a sense of humor keeps us grounded, creative, and resilient.
At Earnest, we are committed to building an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity, inclusion, equity, and belonging enables us to move forward with our mission. We are dedicated to adding new perspectives to the team and encourage anyone to apply if your experience is close to what we are looking for.
Earnest provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status, disability or genetics. Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance.
