Product Manager - Operations

San Francisco, CA /
Product /
Full-time
About SeedFi 

SeedFi is a mission-driven startup dedicated to improving the financial well-being of the 100 million Americans who live paycheck to paycheck. Our mission is to help our customers realize their financial potential by providing responsible credit while helping them establish savings and improve their credit profiles. 

Unlike most startups in this space, which tweak existing products, we're re-imagining financial services from the ground up. Our goal is to leave our customers better off than when we found them. 

About the Role 

We are growing incredibly fast and need to build top-notch software to allow our Operations team to serve customers at scale while maintaining extremely high customer satisfaction. (Seriously check out our Trustpilot score). 

This year, our Operations department will scale to hundreds of agents across multiple locations (including internationally) supporting multiple products. They will perform tasks as varied as customer support calls, reviewing drivers licenses and bank statements for fraud, email and text support, handling credit disputes and performing loan modifications requested by our customers. These tasks will mostly be performed on SeedFi’s support platform, Germinator. (Yes, it’s a seed joke). 

As the PM for the Operations product team, you will lead a team of dedicated engineers, product people, designers and analysts to build and improve Germy in order to scale how we interact with our customers, address their needs, and provide them with the right financial product experience. You’ll partner closely with our Head of Operations to define the roadmap for Germy, study agent workflows and customer journeys to find new opportunities, own execution and monitoring.

What you'll be doing

    • Work with a ton of data and tools to analyze the different journeys that customers make and how they interact with Operations.
    • Work with even more data to understand what our support agents are spending their time on.
    • Define new features with specs, wireframes and mockups.
    • Own roadmapping and prioritization for the team.
    • Be the glue that binds engineering, design, operations, risk, and compliance as you drive projects from research and ideation all the way through execution and tracking.
    • Launch and own A/B experiments to corroborate your data-backed hypotheses.
    • Oil the machine! Help maintain/grow our internal tools, size and solve issues as they come up, keep an eye on customer behavioral trends, discern meaningful shifts in success metrics from random noise, test/audit/troubleshoot customer-centric programs

What we're looking for

    • At least 5 years’ experience in a technical role.
    • 1-3 years experience working in a Product role.
    • Sincere ambition to improve financial health for struggling americans and strong appreciation for the customer experience.
    • An analyst at heart: ruthless problem-solving and an obsession with optimization.
    • Ability to distill unstructured problems into concrete action items.
    • Familiarity with SQL, and ability to quickly pick up new analytical tools

    • We’re entering a high-growth phase of our business and this is an opportunity to get in on the ground floor as we scale our initial products and build new financial products from scratch. Our product ambitions are endless. Our team is small and ships quickly. Come help us build something great.

The Perks

    • Competitive compensation, equity, and benefits.
    • A focus on transparency. We have regular all-hands and Q&A panels where employees can chat openly with our co-founders about our roadmap.
    • Meaningful work that makes people's lives better.
    • An inclusive and collaborative work environment that encourages agency and self-development.

The Team

    • Our founding team has deep experience building and scaling fintech (and tech) companies from inception to profitable 1,000+ person businesses. Some of the companies we have helped build are: Oportun, Moat, and Prosper.
    • Our engineering team comes from Moat, Bloomberg, ZocDoc, CreditKarma, Chime, and other great companies.
    • We've raised $34 million of venture capital from some of Silicon Valley’s top venture capital and social impact funds including a16z, Flourish, and Core Innovation Capital.
Location 

We have offices in San Francisco and New York.  We have started to reintegrate in-office time into our working routines with a long-term vision of creating a hybrid working environment that mixes in-office and remote time. Our goal is to utilize in-office time to effectively collaborate on complex projects and problems, build relationships across the organization, and engage in social activities.  We also want to embrace the efficiency and effectiveness we have experienced over the last year and a half in getting individual contributor work done remotely. Specific working routines may vary depending on your role.