Sr. Product Manager, Servicing & Dispute Platform

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 & Dispute Platform 

We are looking for an experienced, results-driven Sr. Product Manager to build and manage Varo’s Servicing platform which includes our in-house CRM and Disputes Management and Decisioning Platform. Our Disputes decisioning platform is in early stages, you will have the opportunity to drive and build the platform with a rules engine that strives for a balance between the magical customer experience and risk. 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.

• Drive the product strategy, roadmap, and execution of our CRM and Disputes platform. You will play a key role in creating a magical customer experience and dispute Ops 
• Manage and enrich the platform for Dispute Lifecycle from Dispute intake and filing to resolution, including arbitration

• Build enhancements that lead to Automation of work for Agents driving operational efficiency
• 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 and executives
• Analyze feature/experiment results and communicate learnings to the team and influence product strategy and roadmap
• Collaborate with engineers, designers, data scientists, and 3rd party vendors - leading product development to building, testing, and launching

• 5+ years of product management experience delivering highly successful and creative products/systems
• Experience in Disputes and knowledge of Reg E and Reg Z compliance
• Understanding of money movement rails and typical dispute patterns
• 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 using SQL and Tableau
• Entrepreneurial mindset who values moving quickly

#MidSenior