Product Manager

Title: Product Manager

Location: United States

Job Description:

• Lead product and feature enhancements for Zip’s customer support experience
• Examine the customer journey for how customers get help from Zip and how our support agents resolve issues for customers
• Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office

Start your adventure with Zip

We are a product-led company which means product management is a key function in driving Zip forward. We use modern product management techniques in both discovery and delivery of new features and enhancements. Product Managers at Zip work very collaboratively with engineering and design partners, as well as stakeholders like the data team, compliance and risk.

This PM position is focused on our customer support experience. It is aligned closely with our CX department and will focus on the internal tools and integrations that enable our customers to get help from Zip via online chat, voice, email, or by helping themselves through our Help Center.

About the role

You will play a pivotal role in shaping the future of customer support at Zip You will be responsible for defining feature requirements, prioritizing projects, and partnering with engineering to get enhancements built.

How you’ll help us change the game:

• Help define and drive product strategy for the CX department, ensuring alignment with company goals and customer needs.
• Partner with engineering, design, and other teams to ensure successful product development and delivery
• Dive deep into data to analyze experiment results, identify trends, and improve product performance
• Conduct market research, competitive analysis, and user research to inform future feature development

What you’ll bring to the team

• 1-3 years of of experience in a product or strategy role
• Strong analytical skills with experience in data analysis and experimentation
• Excellent project management and communication skills
• Self-driven with a growth mindset; you’re excited by new challenges and learning opportunities
• Bonus points if you have an interest in AI and how it will shape the future of customer support interactions

What you’ll get in return

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.

Zip is a place where you’ll get out exactly what you put in. When you join the team, we’ll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You’ll also receive:

• Flexible working culture
• Incentive programs
• 20 days PTO every year
• Generous paid parental leave
• Leading family support policies
• 100% employer covered insurance
• Beautiful Union Square office with a casual dress code
• Learning and wellness subscription stipend
• Company-sponsored 401k match

The Pay Range for this position: $108,800-$115,000 USD based on the industry benchmark for position, function, level and Zip’s compensation strategies. However, actual base salary will depend on varying circumstances and individualized factors, such as job-related knowledge, skills, experience, and other objective business considerations.

Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits.

If hired, employee will be in an ‘at-will position’ and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.

Operating in two core markets – Australia and New Zealand (ANZ) and the US, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We’re proud to be a values-led business and our values – Customer First, Own it, Stronger Together and Change the Game – guide us in everything we do.