Senior Product Manager – Customer Identity & Onboarding

Zepz•,

1d•Hybrid

About The Position

At Zepz, we're all about breaking down barriers for our customers and our teammates. Our purpose is deeply personal, we provide a lifeline and deliver opportunities to cross-border communities that need it most through cutting edge finance and tech. Zepz is the power behind WorldRemit and Sendwave, driven by the mission to celebrate the incredible impact migrants have, both at home and abroad. We're not just moving money; we're building a world that truly recognizes and supports global connections. We look for mission-driven builders who thrive in a fast-paced environment connected to a true purpose. We’re an always developing team of experts that enjoy problem solving and bring clarity to tough challenges. At Zepz, we are Relentless Learners, always seeking feedback, and Responsible Owners, treating company resources like your own. We depend on Transparent Communicators who keep the team aligned through open, honest talk. Our vibrant and truly diverse culture is built on three core commitments, that guide how we work and interact: Integrity: We always do the right thing. It’s simple, but it’s the foundation of everything we build for our customers and each other. Outcomes: We work for our customers. Their success and prosperity are the results we focus on delivering. Velocity: We are fast! We maintain high energy levels and make smart decisions quickly, keeping us nimble and ahead of the curve. As a Senior Product Manager at Zepz, you'll report to the Director of Product, Identity. You will own two sides of the same coin: how new customers get from signup to their first transaction, and how they securely access their accounts every time after. Half of your focus is onboarding conversion: owning the signup-to-first-transaction funnel across markets — measuring, diagnosing, and removing friction at every step while meeting KYC obligations. The other half is authentication: our identity platform, the MFA and OTP delivery stack (SMS, email, authenticator apps, passkeys), and account recovery journeys that get real customers back in without opening the door to account takeover. These are one equation — every verification step, OTP, and login challenge shapes whether a customer sends or churns — and you will be its single owner. We move fast with high stability, so you'll need to be comfortable making progress with incomplete or imperfect information.

Requirements

Proven product management experience across onboarding and identity in fintech or consumer products. You've owned a conversion funnel at scale, and you've shipped login, MFA, or account recovery flows — and you understand how security, cost, and conversion trade off.
Conversion optimization craft. A track record of moving funnel metrics through experimentation, funnel analytics, and friction diagnosis — not just shipping features.
Familiarity with identity platforms and the OTP ecosystem — Authentication providers, SMS/messaging providers, deliverability, and telecom-related fraud vectors.
Third-party relationship management experience, with a natural ability to build rapport and collaborate to successful outcomes with vendors and senior stakeholders.
Data-savviness with an inquisitive, investigative nature. Strong analytical skills with SQL, data visualization, and statistical analysis. You're not afraid to learn new tools, dig through tickets or code, and build the data structures needed to establish clear cause-and-effect.
Comfort working asynchronously in a remote, global team spanning many time zones.
Clear communication skills. You'll make complex tradeoffs about what's best for our users and our business thoughtfully and collaboratively, across functions and levels.
Self-starter mentality with a bias for action and the ability to work independently in a fast-paced environment.
A genuine curiosity about AI and how it can be applied in your area of work, from accelerating analysis and insight generation, to improving how we design and deliver processes and communications.
Practical experience using AI tools in a professional context, whether to connect information, draft content, build frameworks, or create insights from data. We want people who actively use AI to increase productivity, not those who are waiting to be told to.
Strong AI literacy. An understanding of what AI assistants can and cannot do, how to prompt effectively, and how to critically evaluate AI-generated output before using it.
Awareness of the ethical considerations and responsible use of AI in the workplace, particularly in the context of sensitive data, customer experience, and compliance.

Nice To Haves

A degree (or equivalent experience) in a quantitative or technical field such as data analytics, engineering, or computer science.
Experience with passkeys/FIDO2, risk-based authentication, or fraud/ATO prevention.
Great taste for building delightful user experiences.
Familiarity with any of the communities we serve.
Prior experience using Claude (Anthropic) is a nice-to-have but not essential — what matters most is that you are genuinely engaged with AI as a tool, comfortable experimenting, and eager to share what works with your wider team

Responsibilities

Own signup-to-first-transaction conversion across Sendwave and WorldRemit — funnel measurement, drop-off diagnosis, and friction removal at every step.
Balance conversion with compliance and security
Lead a continuous experimentation program — A/B testing onboarding flows, generating insights, and iterating quickly on results.
Own the authentication roadmap — login, session management, step-up, and account recovery
Own the MFA and OTP stack (SMS, email, WhatsApp, authenticator apps, passkeys), including SMS delivery rates, cost per verification, fallback logic, and protection against SMS-pumping fraud.
Design account recovery journeys that balance locked-out customers regaining access quickly against account-takeover (ATO) risk
Improve account management — credentials, devices, sessions, profile changes, active, inactive
Build the measurement frameworks for funnel conversion, verification pass rates, auth success, OTP delivery, and recovery completion.
Monitor emerging identity technologies, authentication standards, and threats (passkeys/FIDO2, ATO patterns, SIM-swap) to inform product decisions.
Drive multiple work streams simultaneously, collaborating with Engineering, Design, Security, FinCrime, Compliance, and Customer Ops.
Ensure compliance with international financial regulations and standards.