Product Manager, Service and Support

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about 3 years old

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ABOUT VARO
Varo is an entirely new kind of bank. All digital, mission driven, FDIC insured, and designed for the way our customers live their lives.

We're on a mission to bring financial inclusion and opportunity to all hard-working Americans. Through our mobile app, we offer premium bank accounts that have no minimum balance requirement or monthly account fees, high-interest savings accounts, short term lending and solutions to help customers stretch their paycheck, build credit and start saving. Our tech-first products are designed to make money work for everyone and help customers and communities build greater financial resiliency.

Varo is distinct from other fintechs: we've made history as the first and only consumer fintech to be granted a full national bank charter by the Office of the Comptroller of the Currency (OCC).

Varo Bank represents the evolution of a new generation of banks that are born from innovation and built on technology to empower consumers and businesses.

Our team combines the best of both consumer tech and banking, and we’re wildly passionate about helping our customers. Our teams are based in San Francisco and Salt Lake City. Privately held, we’ve raised over $482M to date, from leading institutional investors and strategic partners including Warburg Pincus, The Rise Fund, Gallatin Point Capital, Harbourvest Partners, Progressive Insurance, and Russell Westbrook Enterprises.

Varo is entrepreneurial, collaborative, enthusiastic, customer-oriented, fast-paced, and multicultural.  This is an open and relatively flat organization that puts an emphasis on collaboration, sharing ideas and information. For a relatively early stage company, Varo is grounded in a strong set of values and takes pride in the diversity of its employees and board. 

Varo. 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 PRODUCT MANAGER, SERVICE AND SUPPORT ROLE
We are seeking a Product Manager to build and manage Varo’s Service and Support products. In this role, you will have the opportunity to create magical self service experiences that reduce support and call center contacts. You will plan, develop, and optimize capabilities that drive high NPS and delight. This is an exciting opportunity to join a growing team, make a big impact, and help us scale Varo Bank.

WHAT YOU'LL DO

  • Drive the product strategy and execution of our service and support experiences.
  • Create capability/feature level roadmaps with clear success metrics that achieve a given set of goals and outcomes.
  • Write clear specifications, user stories, acceptance criteria, and process workflows.
  • 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.
  • Create alignment with engineers, designers, data scientists, and 3rd party vendors - leading product development to building, testing, and launching.
  • Get involved with industry meet-ups and associations to stay on top of new trends and best practices

    • SKILLS AND EXPERIENCES THAT'LL HELP YOU BE GREAT

  • 3+ years of product management experience delivering highly successful and creative products/systems.
  • Setting and delivering on a strategy you crafted, where you were accountable for the outcomes.
  • Ability to demonstrate the expected impact of your product ideas using both quantitative and qualitative data. 
  • You find a way to get the data you need to help inform your decision making. 
  • Excellent written and verbal communication skills to succinctly articulate concepts, ideas, and recommendations.
  • You’re technically proficient having collaborated with engineers to develop technical architecture of the products you have built. 
  • Entrepreneurial mindset who values moving quickly.

  • THE THREE SKILLS THAT MATTER MOST
  • Nobody can be great at everything, but we're looking for candidates who are extraordinary at:
  • Resourcefulness
  • Execution
  • Analytical

    • OTHER NICE TO HAVES

  • Ambitious 
  • Mission driven
  • Love for fintech
    • CULTURAL ALIGNMENT
    Varo is entrepreneurial, collaborative, enthusiastic, customer-oriented, fast-paced, and multicultural.  This is an open and relatively flat organization that puts an emphasis on collaboration, sharing ideas and information. For a relatively early stage company, Varo is grounded in a strong set of values and takes pride in the diversity of its employees. 

    OUR CORE VALUES
    Customers First: Understand the problems our customers are trying to solve. Respond with a sense of urgency. Build relationships that result in loyalty. Be data and insights-driven. Test everything. Achieve results through strong execution. Build a product people love.  Assess new initiatives with the customers’ interest in mind. Act with empathy. 

    Take Ownership: Bias towards action. Have high standards. Be accountable for the results of your work, our product, our company. Trust others to own it.

    Respect: Treat others how you want to be treated. Listen first before being heard. Speak the truth even when it's not easy. Assume best intentions. Bring your full self to work.

    Stay Curious: Ask why. Dare to make things better. Learn something new each day (even from mistakes). Be open to growth. Develop creative solutions.

    Make it Better: Think big. Set high goals. Work towards long term value rather than short term wins. Create change. Be resilient.


    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.

    Learn more about Varo by following us:

    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.