About:
- 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.
Experience:
- 3-5 years of product management experience delivering highly successful and innovative customer-facing platforms or internal systems.
- Demonstrated experience with customer service operations, ideally 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.
Salary and Perks:
Pay range: $100K - $150K
- Eligible for a bonus, equity, and competitive benefits.
About Varo Bank:
Varo is an entirely new kind of bank. All digital, mission driven and FDIC insured.
