Head of Product- Customer Service

Description

JOB TITLE: Head of Product- Customer Service

LOCATION: San Francisco Bay Area- Hybrid

REPORTS TO: VP, Product

The Company:

Sunbit builds financial technology for real life. Our technology eases the stress of paying for life’s expenses by giving people more options on how and when they pay. Founded in 2016, Sunbit offers a next-generation, no-fee credit card that can be managed through a powerful mobile app, as well as a point-of-sale payment option available at more than 21,000 service locations, including 1 in 3 auto dealerships, optical practices, dentist offices, veterinary clinics, and specialty healthcare services. By introducing a flexible way to pay over time, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary expenses arise... regardless of whether they were expected or unexpected.

Sunbit was included on the 2022 and 2023 Inc. 5000 list. The financial technology company has also been named as a Most Loved Workplace®, Best Point of Sale Company, and as a Top Fintech Startup by CB Insights.

We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making purchases at the point-of-sale fast, fair and easy for consumers from all walks of life. We create value focused on our core values; we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere.

Sunbit is proud to be recognized on the CB Insights List of Unicorn Companies, with a valuation of $1.1B (https://www.cbinsights.com/research-unicorn-companies)

The Role:

We are seeking an experienced and dynamic Head of Product Management to lead our customer service product initiatives. As a senior product leader, you’ll report to the VP of Product and collaborate closely with the Chief Customer Officer to define and execute the strategy for a suite of customer-centric fintech products.

This role demands a balance of visionary thinking and hands-on leadership, with a focus on delivering impact. You'll bring a deep commitment to product excellence, a talent for empowering teams, and a strong track record of driving key performance metrics that move the business forward.

Requirements

What You'll Do:

• Product Strategy & Roadmap: Develop and drive the product vision, strategy, and roadmap for all customer service products, ensuring alignment with overall company goals and customer needs. Your product management excellence will be evident as you leverage deep domain, customer, and problem understanding, alongside a strong grasp of the numbers, to inform strategic decisions.
• Team Leadership & Development: Lead by example, mentor, and inspire a team of product managers specializing in customer service applications. Foster a culture of innovation, collaboration, and continuous improvement. You'll empower your team, enhancing their capabilities and collective impact.
• Communication: Clearly articulate product vision, strategy, and progress to various stakeholders, including executive leadership.
• Cross-Functional Collaboration: Work closely with engineering, operations, design, and other stakeholders to ensure successful product development and go-to-market strategies.
• Hands-on Product Management: Act as a hands-on product manager for key initiatives, owning the end-to-end product lifecycle from discovery and definition to launch and iteration. Your product management excellence will shine through your informed judgment and proactive ownership, ensuring initiatives are driven to successful completion.
• Customer & Market Insight: Deeply understand customer pain points and the ability to serve customers in a competitive landscape to identify new opportunities and drive product innovation. This requires a deep understanding of the drivers of the business domain from first principles.
• Offshore Team Management: Effectively collaborate and manage relationships with offshore development and product teams to ensure seamless execution.
• Compliance & Regulatory: Ensure all product development adheres to relevant compliance and regulatory requirements within the fintech industry.
• Domain Expertise: Possess a deep understanding of the fundamental drivers of the business, applying this knowledge to guide product strategy and execution.
• Operational Accountability: Drive operations with accountability, ensuring that product initiatives directly contribute to and move the top KPIs of the department.

Your Team's Focus Areas Will Include:

• Customer service applications
• Customer Communication systems (e.g., Automated Dialer, Email Services, SMS Services)
• Self-Service Customer App
• Payment Processing Solutions
• Compliance and Regulatory Frameworks

What You Bring to the Table:

• 8+ years of progressive product management experience, with at least 3 years in a leadership role managing product managers.
• Demonstrated experience in the Fintech domain, with a strong understanding of payment processing, regulatory requirements, and customer service operations within financial services.
• Proven ability to lead and motivate high-performing product teams, effectively amplifying team impact.
• Hands-on experience in driving product development from conception to launch, including defining requirements, writing user stories, and managing backlogs, showcasing product management excellence through your knowledge of tools, options, and systems.
• Strong technical understanding with the ability to effectively communicate with engineering teams.
• Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and concisely.
• Comfort and adaptability in a fast-paced, sometimes ambiguous environment, with a "can-do" attitude and a proactive approach to problem-solving, demonstrating strong ownership and initiative.
• Experience working with offshore teams and distributed product development models.
• Bachelor's degree in a relevant field (e.g., Business, Computer Science, Engineering); MBA or advanced degree a plus.

The Perks:

• Join one of LA’s fastest growing startups (2023), A Most Loved Workplace, #576 on the 2023 Inc 5000 list, and Forbes Fintech 50 (2024), #161 on Deloitte Technology Fast 500 list
• Mission driven + empowered + collaborative
• Competitive pay and stock options
• Unlimited PTO
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
• Newly added HSA and Pet Insurance
• 401K Plan with Matching
• Cell Phone Stipend
• Casual Dress
• Team based strategic planning + Team owned deliverables

How We Pay:

• We believe in paying fairly and equitably based on a number of factors including but not limited to previous experience, relevant work history, interview performance, geographical location, internal equity, and expected level of ownership.
• We are targeting a base salary of $200,000-$220,000 per year for this role
• This role will also be granted company equity via stock options

Core Values for Success at Sunbit:

• Serve others before self - Champion a culture of servant leadership- empowering teams through strategic alignment and customer-centric thinking that advances company-wide success.
• Own the impact - Lead with accountability by ensuring product decisions are grounded in accurate data, delivering measurable business outcomes and long-term value.
• Connect genuinely - Foster strong, trust-based relationships across all levels of the organization- bridging product, engineering, design, and business stakeholders to drive aligned execution.
• Act fast - Set the pace for high-performing teams by promoting rapid iteration, smart risk-taking, and responsiveness in a fast-moving market.
• Include always - Embed inclusivity into product strategy by considering diverse user perspectives and fostering a collaborative, equitable product development environment.
• Innovate for good - Drive a forward-thinking product vision that leverages innovation to solve real problems, create meaningful customer value, and elevate Sunbit’s mission.

Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.

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Originally posted on Himalayas