marshmallow

Senior Product Manager - Efficiency

2 month

Job Description

The Efficiency Senior Product Manager role sits within the Retention Tribe. Retention is responsible for the profitability of Marshmallowโ€™s active customers. We care about metrics like LTV, retention rate, NPS, products per customer, and average revenue per customer. The tribe includes colleagues from Pricing, Operations, Marketing, CRM, Data, Product, and Engineering. Our ambition is to stand out from the rest of the insurance market as a business that truly values its customers, with distinctive products and unbeatable prices that provide highly defensible ways to build loyalty with customers. As such, the tribe splits its time between investing in major new 0-to-1-style product capabilities, building leading conversion and retention journeys for our existing products, and driving efficiency so that we can continue to offer cheaper prices to customers.

Managing insurance policies is a complex business. During a customerโ€™s lifetime, we support customers with their claims, help them make changes to their policy details, support them through payment difficulties, and more. This drives significant costs which eventually contribute to the prices customers need to pay for their insurance. 

We have a strategic goal of more than doubling the efficiency of our support functions over the next 3 years, while at the same time significantly improving the in-policy experience of customers. Weโ€™re looking for a senior product manager to lead our thinking of how we use technology to achieve these ambitious goals. 

What youโ€™ll be doing

  • Reporting to the Director of Retention, youโ€™ll be responsible for our operational efficiency product strategy. You will balance between working on our โ€˜operational platformโ€™ and directly automating key workflows. You will own the roadmap and propose how we best achieve our strategic efficiency goals.
  • You will work closely with the Director of Customer Operations and other operational leaders to understand the key operational processes and key pain points for customer service agents and how we could leverage technology to improve or automate them.
  • You will build a deep understanding of customer needs, understanding what Marshmallow customers are looking for when they come to Marshmallow for support and ensuring that we are improving outcomes for customers at the same time as improving efficiency. 
  • You will assess the bleeding edge of AI capabilities in the market and recommend how we use them to solve efficiency problems and improve outcomes for customers.
  • You will work with a co-located engineering team in our Budapest office to build solutions to the problems that you find. The majority of our operational teams work from our Budapest office so you will be very close to key stakeholders.
  • You will be a part of the Retention Tribe, inputting on broader questions related to how we profitably retain customers. 

Who you are

  • An experienced product manager - you have at least 3 years of direct product management experience, with a track record of high impact. 
  • Operational Experience - You have worked with operational teams in the past to drive efficiency or improve outcomes through the use of technology
  • AI - You might not have worked with AI before in a formal way, but you have a keen interest in it. You have likely researched it yourself or you might have experimented with it in hackathons in previous roles. You are excited to use AI to drive innovation.
  • In the detail - You are detail oriented and know all the KPIs and customer flows in your current product like the back of your hand. You use that depth of knowledge to inform your strategy.
  • Quantitatively minded - You have a natural talent for numbers. Models and spreadsheets excite you rather than scare you. Youโ€™re very comfortable working with SQL or BI tools like Looker, Tableau, etc.. You probably did a quantitative degree or have a background in computer science or data in some way. 
  • Outcome oriented - You ruthlessly prioritise against objectives, articulate the desired outcome and work collaboratively to create a path to achieve it
  • Entrepreneurial - You are self-motivated and proactive. You have a high tolerance for ambiguity, ability to perform under pressure to meet deadlines and willingness to take risks
  • A true collaborator - While we know you will have excellent ideas to put forward, we value a collaborative approach to reach our goals and as such you should be willing and driven to get your team's input, tailoring your communication to technical and / or non-technical audiences. You are an excellent written communicator.

Perks of the job

  • Flexi-office working โ€“ Spend at least 2 days a week with your team in our Budapest office. The rest is up to you! ๐Ÿ  Plus you have 4 weeks of Work From Anywhere to use, with no need to come to the office.
  • Competitive bonus scheme - designed to reward and recognise high performance ๐ŸŒŸ
  • 4-week fully paid sabbatical after being with us for 4 years ๐ŸŒ
  • Learning and development โ€“ Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset ๐Ÿค“
  • Mental wellbeing support โ€“ Access therapy and mental health sessions through Oliva ๐Ÿ’š
  • SZร‰P card - Budget to spend on meals, leisure and accommodation ๐Ÿ
  • Medicover Blue Package - An exclusive pass to top-notch healthcare services ๐Ÿฉบ
  • All You Can Move membership OR Monthly BKK pass - Unleashing your inner fitness guru or having a hassle-free commute - we've got you covered! ๐Ÿค
  • Company-wide Marshmallow Engineering Hackathon twice a year ๐Ÿ’ป 

Plus a monthly team social budget, bi-weekly office lunches and Office tea, coffee and snacks!

Our process

We break it up into 4 stages:

  1. Initial call with our Talent Acquisition Partner (30 mins)
  2. An experience and behaviour interview where you will go into more detail about your recent work in more detail with Faris, our Director of Retention
  3. A skill-based interview where you will be given a โ€˜product challengeโ€™ in the interview and work with the interviewers to define a solution with Faris, our Director of Retention and another Product Lead
  4. A culture interview with with a senior member of the Budapest tech team and a senior member of our London Operations teams to check that your work style fits our processes and values
  5. Weโ€™ll let you know if youโ€™re invited to an interview or not. But, as a small team with a lot of applications to consider, we canโ€™t give personal feedback on each application.


About marshmallow

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We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasnโ€™t given this huge cohort of people a secondโ€™s thought, and isnโ€™t set up to price them properly. 

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, weโ€™ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. 

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies arenโ€™t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that thereโ€™s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that weโ€™re only just getting started.

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