The Product Owner, Client Onboarding & Servicing will define product direction and drive measurable outcomes across the post-sale client lifecycle and service experience, spanning onboarding through offboarding. This onsite role in Boston brings together continuous discovery, roadmap prioritization, and cross-functional decision-making to improve both client experience and internal workflows.
Role Overview
The Product Owner, Client Onboarding Servicing is accountable for the product vision, roadmap, prioritization, and measurable outcomes for the post-sale client lifecycle and service experience. The scope includes onboarding, reporting, issue resolution, lifecycle changes, and offboarding. The role translates Client Platform strategy and the target operating model into product direction and a sequenced backlog, grounded in user needs, business outcomes, risk, dependencies, and delivery capacity.
Working at the intersection of client service, relationship management, onboarding and implementation, client administration, reporting, operations, and Product Owners across horizontal and vertical domains, the Product Owner leads continuous discovery. They define the problems and outcomes the product will address and make explicit decisions on what is delivered, timing, and rationale.
Technology partners are responsible for how solutions are designed, built, supported, and sustained.
Responsibilities
- Define and evolve a product vision and outcome-oriented roadmap aligned with Client Platform strategy and the target operating model.
- Own business outcomes and the value delivered through Client Onboarding & Servicing capabilities, improving client experience and internal workflows while driving adoption.
- Establish product objectives, success measures, and decision principles to make priorities and trade-offs transparent.
- Translate business priorities into a sequenced roadmap focused on measurable business outcomes, including backlog ordering, sequencing, and capacity allocation trade-offs within scope.
- Consider cross-product, platform, data, and operating-model implications when setting direction and priorities, coordinating decisions that affect shared capabilities, journeys, or enterprise platforms.
- Make clear decisions to proceed, defer, reshape, or decline requests, explaining the evidence and trade-offs behind decisions.
- Partner with business stakeholders and technology partners to align capabilities with future-state workflows.
- Serve as the primary product representative for business stakeholders and technology delivery teams.
- Build alignment across other Product Owners in the Client, Infrastructure, and Investment Platforms.
- Drive adoption, stakeholder engagement, and realization of business value.
- Maintain explicit cross-product handoffs and prevent duplication of capabilities owned elsewhere.
- Own and maintain a healthy, prioritized, sufficiently refined product backlog that converts strategy and discovery into clear, well-scoped work ahead of planning.
- Lead product decision-making and participate in backlog refinement, release planning, and relevant delivery ceremonies in partnership with engineering, design, and delivery leads.
- Act as the primary product decision-maker during delivery, responding promptly to questions, clarifying requirements, and making timely scope and sequencing trade-offs as constraints or new information emerge.
- Surface dependencies, delivery risks, data constraints, and operating-model impacts early, coordinating with the appropriate owners to resolve or escalate.
- After launch, evaluate product performance, identify adoption barriers, and translate evidence into prioritized product improvements.
- Evaluate workflows for opportunities to simplify, standardize, redesign, or automate, including work enabled through fit-for-purpose technology, data, automation, and AI capabilities.
- Use AI to prototype, test, and refine workflow improvements while engaging technology SMEs when solutions require scale, controls, or deeper technical expertise.
- Compare solution options using expected value, user impact, feasibility, risk, controls, data readiness, total cost of ownership, and long-term maintainability.
- Apply shared ownership rules for data, analytics, content, workflow automation, governance, and authoritative source information when shaping requirements.
- Exercise independent product judgment within agreed strategy, product boundaries, governance, and decision rights.
- Within scope, order the backlog, recommend roadmap changes, make delivery-level scope trade-offs, and accept or reject delivered work against agreed criteria.
- Ensure stakeholders have visibility into what is changing, timing, rationale, and required readiness or adoption actions.
- Coordinate launch readiness and adoption needs with appropriate owners, maintaining accountability for product outcomes without assuming ownership for every downstream activity.
- Use the stated product boundary to resolve overlap and escalate unresolved decision-right questions to avoid duplicate roadmaps or delivery work.
Requirements
- 10+ years of experience in product ownership, product management, business analysis, or a related role within asset management, financial services, or another complex regulated environment.
- Experience defining product strategy, roadmaps, backlogs, requirements, and success measures for products, platforms, or workflow capabilities.
- Demonstrated ability to lead product discovery, translate user and business needs into clear priorities, and move initiatives from problem definition through delivery and measurable adoption.
- Experience partnering with engineering, design, data, operations, risk, compliance, and business stakeholders in Agile or iterative delivery environments.
- Working knowledge of technology, data, automation, and AI capabilities, with judgment to select and apply them appropriately in a regulated environment.
- Demonstrated experience relevant to: service strategy; operating model, standards, capacity, and controls; client readiness and sales-to-service handoff; client onboarding, implementation, go-live, and exception management; client entitlements, portal access, and digital experience requirements.
- Bachelor's degree required; advanced degree and/or relevant professional qualification preferred.
- Strong product judgment and outcome orientation, including the ability to distinguish user problems from requested solutions and stakeholder input from product priority.
- Comfort with ambiguity, ability to propose an initial direction, test assumptions, and adjust based on evidence.
- Ability to make transparent trade-offs, defend product decisions constructively, and influence senior and cross-functional stakeholders.
- Strong delivery discipline, including timely decisions, clear requirements, active risk management, and accountability through release and post-launch evaluation.
- Strong partnership with engineering and design, supported by enough technical, data, and workflow understanding to make informed scope decisions.
- Ability to build alignment through clear problem framing, evidence, transparent trade-offs, and timely decisions across senior and cross-functional stakeholders.
- Ability to balance strategic thinking, disciplined execution, user experience, controls, and long-term product sustainability.
- Ability to operate across product boundaries while preserving clear accountability for this product's outcomes and avoiding duplicate ownership.
Technologies
Compensation and Location
- Location: Boston, MA (onsite)
- Salary: USD 85,000 - 175,000 per yearly
Benefits
- Salary
- Variable compensation
- Benefits package
- Retirement plan
- Health and wellbeing
- Dental coverage
- Vision coverage
- Pharmacy coverage
- Health savings account
- Flexible spending accounts
- Commuter program
- Employee assistance program
- Life and disability insurance
- Adoption assistance
- Back-up childcare
- Tuition/CFA reimbursement
- Paid time off (leave of absence, paid holidays, volunteer, sick and vacation time)
- Discretionary Corporate Bonus
- Incentives (if eligible)
- Flexible work environment (4 days in office, 1 day remote)
What Success Looks Like
- Product direction, boundaries, decision rights, priorities, and trade-offs are clear and aligned with Client Platform strategy and the target operating model.
- Delivery teams receive clear, refined work with timely product decisions and early visibility into risks and dependencies, resulting in predictable delivery and limited avoidable rework.
- Workflow improvements incorporate process change, technology, data, automation, and AI where they provide meaningful value and can be implemented and governed responsibly.
- Shorter and more predictable onboarding, improving the client experience.
- Faster inquiry and issue resolution.
- Improved reporting delivery and lifecycle control.
- Fewer servicing errors and manual interventions.
