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 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 & Support Role
We are looking for an experienced, results-driven Product Manager to build and manage Varo’s Servicing and Support experience for both our customers and our internal workforce. Our conversational AI strategy is in early stages, you will have the opportunity to build automated Chat experiences delivery using GenAI that reduce support and call center contacts at the same time without compromising on customer experience. 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.
What you’ll be doing
- Drive the product strategy, roadmap and execution of our service and support experiences from Chatbot and automation of agent tools
- Drive conversation design for our chatbot from research to implementation creating experiences for Chatbot and Agent experience ensuring customer success
- 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/executives
- Analyze feature/experiment results and communicate learnings to the team & influence strategy & roadmap
- Collaborate with engineers, designers, data scientists, and 3rd party vendors - leading product development to building, testing, and launching
Required skills, experiences, and traits
- 5+ years of product management experience delivering highly successful and creative products/systems
- Experience in creating customer flows using chatbots and other automated tools
- Understanding of NLP and generative AI for support automation
- 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
- Entrepreneurial mindset who values moving quickly
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!
We are currently not accepting applicants for this role from CA, CO, WA, IL, or NY.
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.
We are growing quickly in our hub locations of San Francisco, Salt Lake City, and Charlotte along with colleagues located across the country. We have been recognized among Fast Company’s Most Innovative Companies, Forbes’ Fintech 50, and earned the No. 7 spot on Inc. 5000’s list of fastest-growing companies across the country.
Varo. A bank for all of us.
Our Core Values
- Customers First
- Take Ownership
- Respect
- Stay Curious
- Make it Better
Learn more about Varo by following us:
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.
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