albo
albo is a leading fintech company offering financial products to individuals and SMB’s with the mission to bring financial freedom to everyone everywhere.
About the role
As Product Ops you will help bridge the gap between product, engineering, customer success, growth, legal, sales and collections . The goal of Product Ops is to streamline and improve the product team’s work so there is a more consistent approach to managing tools and processes and the various facets of what it takes to run a successful product team. The role builds a foundation of excellence through metrics, infrastructure, business processes, best practices, budgeting, and reporting. Product ops is ultimately responsible for ensuring product teams are held accountable to their outcomes and ensuring the product organization is set up to scale consistently and with low friction.
What you’ll be doing at albo:
- Manage the tech stack and document best practices so all team members use tools and follow processes consistently and effectively.
- Seek to improve overall Product division execution via contributions on product process, our product development flow and product timeline.
- Ensure clear and consistent communication between product and other teams, helping to identify areas for improvement and define business objectives.
- Identify opportunities to automate albo Product Manager's responsibilities and related tasks to help drive consistency and efficiency across product management.
- Facilitate user interviews and other market research.
- Overseeing quality assurance checks on new features.
- Analyze data to help product management make better-informed decisions.
- Develop business processes to streamline product development.
- Manage tools (for roadmapping, prototyping, etc.) that the product team uses.
- Working closely with support and sales to improve the customer experience.
- Work closely with tech, growth, customer service, finance & legal.
- Develop and run a User Journey Map.
- Evangelize the Design mindset.
- Plan and execute co-creation workshops with stakeholders in order to propose the most viable solution for a given problem.
About you and what type of skills you'll need:
- +2 years experience on Product roles
- Experience crafting a project vision, execution strategy and client relationship.
- Experience on credit products for SMEs that can easily join the dots around the user/credit lifecycle.
- Provide operational support for SME lending products, addressing queries and issues.
- Collaborate with customer service teams to ensure timely and accurate resolution of customer concerns. This includes CS training, to understand customers' pains using data and going to the right person for second level support.
- Conduct training sessions for internal stakeholders on product features and operational procedures. Ensure that all SME lending operations comply with relevant regulatory/risk requirements.
- Process Documentation and Optimization: create and maintain comprehensive documentation of SME lending processes. Identify opportunities for process improvement and efficiency gains. Collaborate with cross-functional teams to implement optimized workflows.
- Experience working with agile methodologies. This includes experience working with developers and designers. Responsible for making things come true on time.
- Experience defining User Stories according to a High level plan (Roadmap) based on product/customer needs.
- Awesome problem definition and product discovery skills.
- Advanced level of English.
- Customer Centricity: You're customer obsessed, constantly thinking about ways to improve the customer experience.
- Hands on: We’re looking for a leader who is comfortable and willing to be a hands-on contributor. You are energized by rolling up your sleeves and making things happen, and enabling your team to do the same.
- Done is better than perfect: As things change and move quickly, you are excited by the fast pace, and opportunity to constantly learn and help your team learn.
- Communication: Excellent ability to communicate internally and externally, ability to quickly build relationships, and work well cross-functionally.
- Extreme ownership: You hold yourself accountable to a high bar. You are supremely organized and you see what needs to happen in order to achieve goals.
- Results & Data Driven: You understand the metrics of the business you are responsible for and you demonstrate these insights to drive constant improvement.
- Proactive problem solver with the ability to work independently.