• Champion a deep understanding of customers and agent needs, and form them into a compelling servicing agenda. • Identify high-impact product opportunities which support Varo’s business strategy and elevate the servicing experience. • Drive the product strategy in our key customer and agent touchpoints (CRM, Disputes, Chat, Voice). • Lead the development and implementation of enhancements that empower our agents to efficiently and effectively resolve customer concerns, fostering a best-in-class support environment. • Create actionable user stories, acceptance criteria, and process workflows that turn your insights into customer impact. • Collaborate seamlessly with engineers, designers, data scientists, and 3rd party vendors from ideation to launch. • Craft hypotheses and experiments, extracting learning which inform the roadmap and strategy. • Make strategic decisions informed by data and effectively communicate these decisions to stakeholders and executives.