Product Specialist
Posted on 3/22/2024
EarnIn

201-500 employees

Financial services
Company Overview
Earnin's mission is to build a financial system that works for people. The financial system doesn’t work for people. But Earnin does. Earnin is an app that lets people get paid as soon as they leave work, with no fees, interest, or hidden costs. App users can receive their money in their bank account instantly at little or no cost — as they operate on a pay what you choose model. All they need is a bank account and a job that provides direct deposit or uses electronic timesheets.
Fintech

Company Stage

Series C

Total Funding

$264.6M

Founded

2012

Headquarters

Palo Alto, California

Growth & Insights
Headcount

6 month growth

11%

1 year growth

29%

2 year growth

93%
Locations
Palo Alto, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Data Science
CategoriesNew
Product Management
Product Operations
Product
Requirements
  • 4+ years of experience in a role that had direct impact on customer experience and/or customer experience related operations.
  • Proven experience with leadership, business acumen, problem solving, critical thinking and analytical skills in financial services or highly regulated industry.
  • Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
  • Strong ability to formulate and present analyses and business cases to both technical and non-technical stakeholders (i.e. engineering vs compliance)
  • Ability to foster collaboration and facilitate teamwork
  • Outstanding interpersonal skills and empathy for customers
  • Highly organized and comfortable planning and leading projects involving cross-functional stakeholders
  • Outstanding written and verbal communication with all levels of the business from C-level to Customer Support
  • Ability to lead and execute with a sense of urgency to achieve business outcomes
  • Hands-on and willing to get hands dirty on execution
  • Tech-savvy and multiple tool and software power user
Responsibilities
  • Investigate and audit hundreds of tickets monthly
  • Audit and shadow agent experience to identify areas for improvement
  • Establish, drive and continuously improve processes that ensure our community members and internal teams are informed and well prepared for product-driven changes
  • Develop operational playbooks and calendars to implement product strategy and manage complex projects through execution to excellence
  • Lead cross-functional Go to Market working groups responsible for bringing new products, release, experiments and features to market, ensuring customer care readiness and compliance
  • Ensure functional stakeholders are informed and aligned in a timely manner across the company on key objectives for product changes with customer experience implications
  • Create feedback channels throughout customer care operations that will ensure problem areas are identified during testing and launch
  • Coordinate with a variety of cross-functional partners within customer care and beyond - such as Research, Operations, and Data Science - to identify and share critical customer insights specific to your product domain initiatives
  • Make data-driven recommendations to support the continuous improvement of the customer experience within your product domains
  • Advise product teams on feasibility of initiatives throughout the entire product lifecycle
  • Be the voice of our community member’s during product development and performance tracking