Product Manager, Servicing & Support

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.

About Varo

At Varo, we’re revolutionizing how people manage their money. We’re 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.

The Opportunity

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. You’ll 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 you’ll be advancing our vision of a world class customer experience, and collaborating with product and technology leaders to continuously expand your product mastery.

What you'll be doing

• Champion a deep understanding of customers and agent needs, and form them into a compelling servicing agenda.
• Identify high-impact product opportunities which support Varo’s 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.

You'll bring the following required skills and experiences

• 3-5 years of product management experience delivering highly successful and innovative customer-facing platforms or internal systems.
• Demonstrated experience with customer service operations, ideally 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.

$100,000 - $150,000 a year

For cash compensation, we set standard ranges for all US-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Per applicable law, the salary range for this role is $100,000 - $150,000. Final offer amounts are determined by multiple factors as well as candidate experience and expertise and may vary from the identified range.

This role is also eligible for a bonus, equity, and competitive benefits.

We recognize not everyone will have all of these requirements. If you meet most of the criteria above and you’re excited about the opportunity and willing to learn, we’d love to hear from you!

About Varo

Varo launched in 2017 with the vision to bring the best of fintech into the regulated banking system. We’re a new kind of bank – all-digital, mission-driven, FDIC-insured, and designed around the modern American consumer.

As the first consumer fintech to be granted a national bank charter in 2020, we make financial inclusion and opportunity for all a reality by empowering everyone with the products, insights, and support they need to get ahead. Through our core product offerings and suite of customer-first features, we aim to address a broad range of consumer needs while profitably serving underserved communities that have been historically excluded from the traditional financial system.

Learn more about Varo by following us:

Facebook - https://www.facebook.com/varomoney

Instagram - www.instagram.com/varobank

LinkedIn - https://www.linkedin.com/company/varobank

Varo is an equal opportunity employer. Varo embraces diversity and we are committed to building teams that represent a variety of backgrounds, perspectives, and skills. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Beware of fraudulent job postings!

Varo will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide work with Varo. If you suspect you have received a phony offer, please e-mail [email protected] with the pertinent information and contact information.

CCPA Notice at Collection for California Employees and Applicants:

https://www.varomoney.com/privacy-legal/