Senior Product Manager
What you’ll do
- Understand product users at a deep level — what’s important to them, what drives their decision-making, why they love us, and what they wish would be better
- Create the experiences that make it seamless for consumers to find their own answers and make the changes they need, without ever having to reach out to support
- Design, implement, and constantly improve the platform that allows us to answer all inbound questions and requests from users
- Be a thought leader in the company to influence the servicing and support experience for all new products we launch
- Be an expert on trends in everything from consumer credit and payments to shopping and e-commerce, and use that knowledge to shape the Customer Care team roadmap
- Dig into all aspects of company’s customer care process — including our entire customer engagement platform — to create the strategy for how to scale our servicing process and tools for the next $50 billion in loan originations
- Build seamless user workflows for high-touch or complex agent processes
- Define new products and features with specs, wireframes, and product flows
- Collaborate across functions – including engineering, design, operations, legal, compliance, and product – to successfully launch and scale company’s products
- Define key metrics for success and analyze the user impact of product features with airtight A/B tests and 2nd order insights
What we look for
- Passion and drive to change consumer finance for the better
- Strong written and verbal communication skills with a talent for precise articulations of customer problems
- Experience managing technical software products from kick-off to post-launch
- A get-things-done attitude to make your product and team successful whether that means writing a QA plan or investigating the root cause of a customer support ticket
- The ability to turn incomplete, conflicting, or ambiguous inputs into solid action plans
- An obsession for getting the details right, but also knowing how to ship on time
- A drive to question assumptions and validate hypotheses
- Familiarity with SQL and Excel for product analysis
