Sr. Product Manager, Servicing & Support
US Remote
Product – Risk Product /
Full-time /
Remote
About the Product Team
Varo’s product team is a cornerstone of the culture and the app experiences that our customers interact with on a daily basis. We’re responsible for making sure the products we ship provide innovative solutions that solve real problems for people.
We appreciate the value of getting into the mental models of our customers and out of our offices. We truly live up to the “glue” metaphor for product management and bring together cross-functional teams to act on a combination of qualitative and quantitative data. We thrive on feedback and push to always up our game—but try to never take ourselves too seriously.
About the Senior Product Manager, Servicing & Support Role
We are looking for an experienced, results-driven Product Manager to build and manage Varo’s Servicing and Support experience for both our customers and our internal workforce. Our conversational AI strategy is in early stages, you will have the opportunity to build automated Chat experiences delivery using GenAI that reduce support and call center contacts at the same time without compromising on customer experience. You will partner with cross functional stakeholders in operations to solve Agent pain points and improve Agent experiences. You will plan, develop, and optimize capabilities that drive high NPS, delight as well as operation scalability. This is an exciting opportunity to join a growing team, make a big impact, and help us scale Varo Bank.
What you’ll be doing
- Drive the product strategy, roadmap and execution of our service and support experiences from Chatbot and automation of agent tools
- Drive conversation design for our chatbot from research to implementation creating experiences for Chatbot and Agent experience ensuring customer success
- Understand the needs of customers and agents to guide the overall Support Product team
- Write clear specifications, user stories, acceptance criteria, and process workflows that drive customer impact and not just output
- Make strategic and data-based decisions about trade-offs, balance scope with quality, and clearly communicate to stakeholders/executives
- Analyze feature/experiment results and communicate learnings to the team & influence strategy & roadmap
- Collaborate with engineers, designers, data scientists, and 3rd party vendors - leading product development to building, testing, and launching
Required skills, experiences, and traits
- 5+ years of product management experience delivering highly successful and creative products/systems
- Experience in creating customer flows using chatbots and other automated tools
- Understanding of NLP and generative AI for support automation
- Demonstrated ability to drive results in a fast-paced, dynamic environment
- Excellent communication skills to succinctly articulate concepts, ideas, and recommendations and Stakeholder management
- Passion for understanding customer needs and proficiency in data analysis
- Entrepreneurial mindset who values moving quickly
