Group Product Manager

We’re looking for a Group Product Manager to lead our Customer Engagement & Experience (CEE) product team, which is responsible for defining and building the retail customer support experience. In this role, you will drive a product group to build self-service and automated support experiences, as well as user journeys that connect customers to chat, email, or voice support lines accessible through our Help Center and Social Platforms. You’ll drive the next generation of AI-powered self-service and automation, using both internal technology and third party vendors, with an ambitious goal to automate >90% of customer contacts while achieving >95% CSAT across automated and human-handled support contacts.

You’ll lead a distributed team of product managers, technical program managers, and designers across North America and India, guiding them to define and deliver high-quality, reliable, and intelligent systems that support over 100 million customers worldwide. You’ll report to a product leader who leads all Customer Experience (Agent and Customer-facing) tooling and you will collaborate closely with Engineering, Data Science, and CX teams to align on ambitious objectives, define strategy, and drive execution for our customer-facing support technology ecosystem.  

What you’ll be doing (ie. job duties):

1. Own all facets of the customer facing support product area from crafting the vision and strategy to executing.
2. Define and execute a roadmap for retail customer support experiences, impacting over 100 million customers. 
3. Communicate the vision and progress for customer support experiences across the company to technical and non-technical leaders with ease via weekly and monthly program updates.
4. Investigate and inspect customer user journeys through our self-service and automated support experiences to size opportunities and identify the highest-impact use cases to improve CSAT and increase automation rates. 
5. Partner with design, engineering, and CX to deliver seamless, user-friendly support experiences that scale globally.
6. Develop novel and innovative ideas to improve the customer support experience and drive higher CSAT for our customers.
7. Proactively address security, fraud, risk, and compliance considerations while preserving an excellent user experience.
8. Partner with Product and Engineering teams owning our internal customer support agent experiences to build clean handoffs and touch points between our customers and human agents. 
9. Partner with CX to conduct buy vs. build analysis and RFP’s on emerging AI capabilities.
10. Develop and mentor a globally distributed product group, fostering growth, accountability, and product excellence.

What we look for in you (ie. job requirements):

1. 10+ years of Product Management experience, with a proven track record of shipping consumer products at a global scale.
2. 5+ years of experience launching successful products in fintech, DeFi, or similarly complex domains. 
3. 5+ years of leading and developing Product Management teams.
4. Product vision & execution: Proven ability to translate bold ideas into delightful, impactful features with measurable results.
5. User obsession: Relentless focus on creating intuitive, trustworthy, and scalable payment experiences
6. Cross-functional leadership: Able to align diverse stakeholders—from engineers to compliance teams—behind a shared vision.
7. Analytical skills: Skilled at market sizing, opportunity assessment, and turning complex data into actionable product insights
8. Demonstrated experience driving AI-powered customer support solutions, such as chatbots, LLM-based assistants, or automation workflows.
9. Demonstrated unlimited curiosity: proactively researching, identifying, experimenting with and adapting new technologies and vendors.
10. Excellent written and verbal communication skills.
11. Ability to thrive and perform under pressure.

Nice to haves:

1. Experience in fintech, payments, or crypto industries.
2. Experience working in a high-compliance or regulated environment (e.g., finance, banking, or crypto).