EarnIn
Product Operations Specialist
Mountain View, US · Full-time
Sponsorship not specified$107k-$130kDetected 76 days ago
Data ScienceProduct ManagementCRMResearchLeadershipCommunicationCollaborationOrganizational Skills
About the role
- As a Fintech company where customer experience is central to our success, we're looking for a Product Operations Specialist to bridge the gap between our Cash Out (EWA) product and our customer care operations.
- The ideal candidate brings strong operational instincts, a data-driven mindset, and genuine empathy for customers.
- This is a Mountain View-based position requiring in-office work 2 days a week.
Responsibilities
- Be the voice of the community. Investigate and audit hundreds of support tickets monthly, and continuously surface customer pain points and insights to the product team throughout the development lifecycle.
- Drive product launch readiness. Partner closely with Product and PMM to lead cross-functional product launch readiness
- prepare customer care teams for new product launches, and experiments. Create feedback channels during testing and launch phases to catch problem areas early, and ensure customer care readiness and compliance.
- Manage transactional communications.
- Draft new customer-facing communications (email, push notifications, in-app messaging), partner with Legal and Compliance to secure approvals, and configure them in our CRM tools.
- Build and maintain operational infrastructure.
- Develop and continuously improve operational playbooks, standard operating procedures, and execution calendars.
- Develop deep product domain expertise.
- Audit agent workflows, shadow support sessions, and advise product teams on the feasibility of initiatives throughout the entire product lifecycle.
- Partner with Operations and Data Science to identify critical customer insights.
Requirements
- 3+ years of experience in product operations, CX operations, or a customer-facing role at a consumer tech or fintech company.
- Bachelor's, Master's, or PhD, or equivalent industry experience.
- Proven leadership, business acumen, and analytical skills in financial services or a highly regulated industry.
- Strong ability to formulate and present analyses to both technical and non-technical stakeholders (e.g., engineering vs. compliance).
- If you have any concerns about the use of AI in our hiring process, please connect with your recruiter.
Compensation
- The Mountain View base salary range for this full-time position is $106,650-$130,350, plus equity and benefits.
Benefits
- The Mountain View base salary range for this full-time position is $106,650-$130,350, plus equity and benefits.
Company info
- Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks.
- At EarnIn, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community.
Visa & Work Authorization
- ildbirth, breastfeeding, or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care st
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