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