Group Product Manager, CX

About the Role: 

We are looking for a Group Product Manager to join our Product team and work on exploring, shaping, and building the future of business banking. You will be responsible for building out Novo’s AI-powered customer experience platform that makes it easy for businesses to automatically resolve the most significant number of customer conversations — across channels and languages - with the least effort.
You will work with engineering, design, operations, risk, data science, compliance, and other teams to achieve the strategies and objectives set by the business. At Novo, we believe in product discovery and definition as much as we do development and delivery. Come learn about the modern small business entrepreneur and how you can help support 99.7% of all businesses in the U.S.A. 

Responsibilities: 

• Drives the north star metric of increasing Novo’s First Contact Resolution (FCR) rate, whether through automated or live channels, that provides the best customer experience.
• Develops Novo’s AI assistant that personalizes interactions at scale, driving customer satisfaction and loyalty while helping lower customer service costs. 
• Responsible for increasing our Automated Resolution Rate (ARR%) and Containment Rate through new product builds that resolve customer service requests without the involvement of the customer support team.
• In a seamless interaction, make it easy for customers to find information or resolve issues quickly, with minimal effort.
• Use AI to predict customer satisfaction based on interaction data, potentially identifying issues before they escalate.
• Partner closely with data scientists, engineers, and designers to lead a cross-functional roadmap spanning investments in modeling, customer experiences, and scalable infrastructure.
• Partner with the Customer Operations team to design new automation that enhances the effectiveness and connectivity of our agent tooling (e.g. Zendesk, Ubiquity, & Admin).
• Own OKRs and build a roadmap for the customer experience product area based on the needs of our customer operations and our ambitions for scale and speed to market
• ​Operate cross-functionally and build strong partnerships within Novo and with external vendors to deliver excellent products and services.
• Manage the entire customer service lifecycle as horizontal across every product line from ideation to planning, execution, and launch.
• Creatively testing assumptions and ideas using surveys, internal working sessions, prototypes, and data to quickly build or remove confidence in solutions related to CX.
• Working with operations functional areas to prioritize solutions and working with design and engineering resources to deliver them from start to finish
• Collaborating extensively with stakeholders (data science and operations)  on opportunities and solutions to drive the AI-first customer experience.
• Performing end-to-end data analysis on product fit and any launch impacts on our user base

Requirements for the Role: 

• 8+ years of experience of overall experience in the technology industry 
• 2+ years of experience in product management
• 2+ years of experience in heavy data-focused work (analytics of DS)
• Experience working with operations teams applying data science to solve customer support issues.
• Experience with small business financing or other financial products
• Proven track record delivering products with demonstrable contribution to business outcomes
• Comfortable in an ambiguous matrixed organization

Things You're Good At:

• Analytical skills: You have a data-driven learning style and use quantitative information to make product decisions
• Technical mindset: You understand modern technologies and architectural patterns and how they can drive platform performance
• Collaborative approach: You deliver results with cross-functional teams, and partner with and empower team members appropriately 
• Customer-centric: Experience shaping platform direction and execution based on developer and customer needs
• Strategic: Experience developing and driving key strategies that shaped an organization

Nice to Have, But Not Required: 

• High-growth tech start-up experience in a rapidly scaling organization
• Previous experience working with customer operations and support team
• Strong data science background

About our Stack:

• Jira
• Confluence
• Sprig
• Heap 
• Business Intelligence Platforms (SQL/PSQL a plus)
• Zendesk Case Management
• Ubiquity 
• Figma
• Figjam

LI-CD1 #LI-Hybrid