Product Manager – Servicing
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Job Description
Product Manager leading the servicing experience at next-generation all-digital bank. Driving product strategy for customer touchpoints and enhancing service delivery across multiple channels.
Responsibilities:
- Champion a deep understanding of customers and agent needs, and form them into a compelling servicing agenda.
- Identify high-impact product opportunities which support Varo’s business strategy and elevate the servicing experience.
- Drive the product strategy in our key customer and agent touchpoints (CRM, Disputes, Chat, Voice).
- Lead the development and implementation of enhancements that empower our agents to efficiently and effectively resolve customer concerns, fostering a best-in-class support environment.
- Create actionable user stories, acceptance criteria, and process workflows that turn your insights into customer impact.
- Collaborate seamlessly with engineers, designers, data scientists, and 3rd party vendors from ideation to launch.
- Craft hypotheses and experiments, extracting learning which inform the roadmap and strategy.
- Make strategic decisions informed by data and effectively communicate these decisions to stakeholders and executives.
Requirements:
- 3+ years of product management experience, delivering highly successful and innovative customer-facing platforms or internal systems.
- Demonstrated experience with customer service operations, within the banking or financial services industry, including knowledge of the disputes management process.
- Proficiency in data analysis with complex SQL queries and visualization and analysis tools such as Tableau and Amplitude.
- Proven track record of driving results in a fast-paced agile environment.
- Excellent communication skills to succinctly articulate concepts, ideas, and recommendations to stakeholders of all levels.
- A genuine passion for understanding and solving customer and agent pain points.
- A bias for proactive action with a results mindset.
Benefits:
- For cash compensation, we set standard ranges for all US-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies.
- This role is also eligible for a bonus, equity, and competitive benefits.
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