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.