Product Manager, Servicing

Varo Bank•Salt Lake City, UT

55d•$100,000 - $160,000

About The Position

Varo is an entirely new kind of bank. All digital, mission-driven, FDIC insured and designed for the way our customers live their lives. A bank for all of us. At Varo, weâre revolutionizing how people manage their money. Weâre a next-generation bank built on technology and innovation, empowering consumers to take control of their financial lives. We serve millions of Americans exclusively through our mobile and web apps, striving to make digital banking easy, convenient, and personalized. Product Managers are at the forefront of this transformation, driven by a relentless focus on the customer and a passion for delivering innovative solutions for the digital age. We believe that financial institutions should provide exceptional products, services, and education to everyone, not just the wealthy. We are the team responsible for driving valuable solutions across technology, operations and design which bring the Varo vision to life at every customer touchpoint. Join us and be a pivotal force in redefining banking. We are seeking a highly driven Product Manager to champion and elevate our Servicing experience. This is a unique opportunity to directly impact customer satisfaction by building exceptional experiences for both customers and internal agents. Youâll be instrumental in shaping the delivery of exceptional service across our key channels - Disputes, Voice, and Chat - while also identifying and implementing improvements across the broader Varo ecosystem. As a member of our product team youâll be advancing our vision of a world class customer experience, and collaborating with product and technology leaders to continuously expand your product mastery.

Requirements

3+ years of product management experience, delivering highly successful and innovative customer-facing platforms or internal systems.
Demonstrated experience with customer service operations, within the banking or financial services industry, including knowledge of the disputes management process.
Proficiency in data analysis with complex SQL queries and visualization and analysis tools such as Tableau and Amplitude.
Proven track record of driving results in a fast-paced agile environment.
Excellent communication skills to succinctly articulate concepts, ideas, and recommendations to stakeholders of all levels.
A genuine passion for understanding and solving customer and agent pain points.
A bias for proactive action with a results mindset.

Responsibilities

Champion a deep understanding of customers and agent needs, and form them into a compelling servicing agenda.
Identify high-impact product opportunities which support Varoâs business strategy and elevate the servicing experience.
Drive the product strategy in our key customer and agent touchpoints (CRM, Disputes, Chat, Voice).
Lead the development and implementation of enhancements that empower our agents to efficiently and effectively resolve customer concerns, fostering a best-in-class support environment.
Create actionable user stories, acceptance criteria, and process workflows that turn your insights into customer impact.
Collaborate seamlessly with engineers, designers, data scientists, and 3rd party vendors from ideation to launch.
Craft hypotheses and experiments, extracting learning which inform the roadmap and strategy.
Make strategic decisions informed by data and effectively communicate these decisions to stakeholders and executives.