Senior Product Manager, Customer Operations

About the role

This role is for a Product Manager who will own the product direction for Customer Operations Engineering. The team builds internal tools, automations, and AI-powered experiences that help Support, Risk, and Operations teams deliver fast, trustworthy service to customers at scale.

Responsibilities

• Shape how our products meet customer needs: Refine both new and existing experiences for a growing user base with a wide demographic profile, grounded in data, UX research, and deep understanding of partner and customer needs.
• Own real outcomes, not slide decks: Your job is to drive measurable customer outcomes, operating in the details rather than abstracting from them.
• Leverage AI as a core part of how you work: From prototyping to research to iteration, tools like Claude and Claude Design accelerate how you move from insight to production.
• Move fast with real responsibility: This is a growing company where individuals drive impact, not a large org where you wait for alignment.

Qualifications

• 5+ years of product management experience with a focus on consumer-facing products
• Strong holistic consumer product sense: UX, experimentation, design
• You’ve shipped products you’re proud of and can point to measurable outcomes you drove
• Go deep on customer insight: talking to customers, reading support tickets, digging into behavioral data, and building a point of view grounded in what users actually do
• Comfortable with analytics tools and experimentation frameworks (Snowflake, Sigma, Statsig)
• Communicate with clarity: you can explain complex tradeoffs to engineering, design, executives, and partners in a way that drives alignment
• Comfortable with the pace, ambiguity, and ownership of a growing startup, and willing to operate in the details while making pragmatic tradeoffs
• Experience in fintech, payments, credit products, loyalty, rewards, or regulated consumer environments is a plus

Benefits

• Competitive compensation and equity packages
• Leading configured work computers of your choice
• Flexible paid time off
• Full coverage, high-quality healthcare, including fully covered dependent coverage
• Additional health coverage includes access to One Medical and the option to enroll in an FSA
• 20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
• Access to industry-leading technology across all of our business units