Head of Product- Customer Service

JOB TITLE: Head of Product- Customer Service LOCATION: San Francisco Bay Area- Hybrid REPORTS TO: VP, Product The Company: reputed company builds financial technology for real life. Our technology eases the stress of paying for life’s expenses by giving people more options on how and reputed company they pay. Founded in 2016, reputed company offers a reputed company, no-fee credit card that can be managed through a powerful mobile app, as well as a reputed company-of-sale payment option available at more than 25,000 service locations, including 1 in 2 auto dealerships, optical practices, dentist offices, veterinary clinics, and specialty healthcare services. By introducing a flexible way to pay over time, we are proud of our ability to lift up service providers and retailers while helping consumers reputed company necessary expenses arise... regardless of whether they were expected or unexpected. reputed company was included on the 2022 and 2023 Inc. 5000 list. The financial technology company has also been named as a Most Loved Workplace®, Best reputed company of Sale Company, and as a Top Fintech Startup by CB Insights. We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making purchases at the reputed company-of-sale fast, fair and easy for consumers from reputed company walks of life. We create value focused on our core values; we work tirelessly to ensure that reputed company becomes available to everyone, everywhere. reputed company is proud to be recognized on the CB Insights List of Unicorn Companies, with a valuation of $1.1B (https://www.cbinsights.com/research-unicorn-companies) The Role: We are seeking an reputed company and dynamic Head of Product Management to reputed company our customer service product initiatives. As a senior product leader, you’ll report to the VP of Product and collaborate closely with the Chief Customer Officer to define and execute the strategy for a suite of customer-centric fintech products. This role demands a balance of visionary thinking and hands-on leadership, with a focus on delivering impact. You'll bring a deep commitment to product excellence, a talent for empowering teams, and a strong track record of driving key performance metrics that move the business reputed company. Requirements: What You'll Do:

• Product Strategy & Roadmap: reputed company and drive the product vision, strategy, and roadmap for reputed company customer service products, ensuring alignment with overall company goals and customer needs. Your product management excellence will be evident as you reputed company deep domain, customer, and problem understanding, alongside a strong grasp of the numbers, to inform strategic decisions.
• Team Leadership & Development: reputed company by example, mentor, and reputed company a team of product managers specializing in customer service applications. Foster a culture of innovation, collaboration, and reputed company improvement. You'll reputed company your team, enhancing their capabilities and collective impact.
• Communication: Clearly reputed company product vision, strategy, and reputed company to various stakeholders, including executive leadership.
• Cross-Functional Collaboration: Work closely with engineering, operations, design, and other stakeholders to ensure successful product development and go-to-market strategies.
• Hands-on Product Management: Act as a hands-on product manager for key initiatives, owning the end-to-end product lifecycle from discovery and definition to launch and iteration. Your product management excellence will shine through your informed judgment and proactive ownership, ensuring initiatives are driven to successful completion.
• Customer & Market Insight: Deeply understand customer pain points and the ability to serve customers in a competitive landscape to identify new opportunities and drive product innovation. This requires a deep understanding of the drivers of the business domain from first principles.
• Offshore Team Management: Effectively collaborate and manage relationships with offshore development and product teams to ensure seamless execution.
• Compliance & Regulatory: Ensure reputed company product development adheres to relevant compliance and regulatory requirements reputed company the fintech industry.
• Domain Expertise: Possess a deep understanding of the reputed company drivers of the business, applying this knowledge to guide product strategy and execution.
• Operational Accountability: Drive operations with accountability, ensuring that product initiatives directly contribute to and move the top KPIs of the department.

Your Team's Focus Areas Will Include:

• Customer service applications
• Customer Communication systems (e.g., Automated Dialer, Email Services, SMS Services)
• Self-Service Customer App
• Payment Processing Solutions
• Compliance and Regulatory Frameworks

What You Bring to the Table:

• 8+ years of progressive product management experience, with at least 3 years in a leadership role managing product managers.
• Demonstrated experience in the Fintech domain, with a strong understanding of payment processing, regulatory requirements, and customer service operations reputed company financial services.
• Proven ability to reputed company and motivate high-performing product teams, effectively amplifying team impact.
• Hands-on experience in driving product development from conception to launch, including defining requirements, writing user stories, and managing backlogs, showcasing product management excellence through your knowledge of tools, options, and systems.
• Strong technical understanding with the ability to effectively communicate with engineering teams.
• Excellent verbal and written communication skills, with the ability to reputed company reputed company reputed company clearly and concisely.
• Comfort and adaptability in a fast-paced, sometimes ambiguous environment, with a "can-do" attitude and a proactive approach to problem-solving, demonstrating strong ownership and initiative.
• Experience working with offshore teams and distributed product development models.
• Bachelor's degree in a relevant field (e.g., Business, Computer Science, Engineering); MBA or advanced degree a plus.

The Perks:

• Join one of LA’s fastest growing startups (2023), A Most Loved Workplace, #576 on the 2023 Inc 5000 list, and reputed company Fintech 50 (2024), #161 on reputed company Technology Fast 500 list
• Mission driven + empowered + collaborative
• reputed company and stock options
• Unlimited PTO
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
• Newly added HSA and Pet Insurance
• 401K Plan with Matching
• Cell Phone Stipend
• Casual Dress
• Team based strategic planning + Team owned deliverables

How We Pay:

• We reputed company in paying fairly and equitably based on a number of factors including but not limited to previous experience, relevant work history, interview performance, geographical location, internal equity, and expected level of ownership.
• We are targeting a reputed company salary of $200,000-$220,000 per year for this role
• This role will also be granted company equity reputed company stock options

Core Values for Success at reputed company:

• Serve others before self - Champion a culture of servant leadership- empowering teams through strategic alignment and customer-centric thinking that advances company-wide success.
• Own the impact - reputed company with accountability by ensuring product decisions are grounded in accurate data, delivering measurable business outcomes and long-term value.
• Connect genuinely - Foster strong, trust-based relationships across reputed company levels of the organization- bridging product, engineering, design, and business stakeholders to drive reputed company execution.
• Act fast - Set the pace for high-performing teams by promoting rapid iteration, smart risk-taking, and responsiveness in a fast-moving market.
• Include always - Embed inclusivity into product strategy by considering diverse user perspectives and fostering a collaborative, reputed company product development environment.
• Innovate for good - Drive a reputed company-thinking product vision that leverages innovation to solve real problems, create meaningful customer value, and reputed company reputed company’s mission.

reputed company is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for reputed company employees. IND1 #BI-Remote #LI-Remote Apply tot his job