Product & Engineering Ops Manager

What We're Looking For

Are you an energetic self-starter who wants to build something big and impactful from the ground up? Do you get excited by taking on a big challenge? Charlie is building the future of banking for the coming wave of millions of tech-comfortable retirees who deserve a bank built from the ground up for their unique needs, a bank they don’t have to get in line for, a bank that comes to them.

This role requires a deep and intuitive understanding of the tools and processes required to enable the product and engineering teams to succeed. As an early and formative member of the Charlie team, you will play a leading role in creating and maintaining an environment that fosters innovation, excellence, and speed of execution. You must be intimately familiar with the modern tools and methodologies needed to create efficiencies for highly functional product and tech teams. You will be working very closely with the Head of Engineering, Head of Product, and Head of Operations in streamlining product delivery and execution. We are an early-stage startup and we expect every member of our team to roll up their sleeves and do what is needed to deliver an amazing customer experience.

You’d be joining a highly experienced group of founders including our CEO Kevin Nazemi, who served as the Co-Founder and Co-CEO of Oscar Health (NYSE: OSCR), and a company financially supported by some of the most respected FinTech Investors.

Responsibilities

• Process: Work with product and engineering to establish an agile process and cadence for a growing and ever-evolving team and product. Work with Product and Project Managers to maintain a well-groomed backlog.
• Team Communication: Proactively communicate and collaborate across all teams within the company to analyze information, communication, and process needs; resolve conflicts, and evolve and adapt processes accordingly.
• Customer Communication: Obsessively follow all communications with customers and ensure that the tools and communication channels being utilized are effective and efficient.
• Tools:
  • Assess and select internal tools required for the product, engineering, marketing, and operations teams to operate at optimal efficiency.
  • Work closely with engineering to continually challenge a buy vs build approach for new as well as existing and expanding product features. Assess and suggest tools where it makes sense.
  • Negotiate with vendors to get the best possible price for tools, while maintaining and fostering good relationships and long term partnerships.
  • Assist and be intimately involved in the implementation and usage of selected tools to ensure their success.
• Documentation: Build a centralized repository of documentation for all teams to contribute to. Routinely maintain and update documentation.
• Analytics and Reporting: Collaborate with Product Managers, Engineers, and Business Intelligence Engineers to implement processes that are embedded into the product lifecycle to provide the organization with useful data and analytics to make informed decisions. Monitor dashboards, and routinely surface any flags.
• Presentation: Generate weekly dashboards surfacing work, performance, and delivery metrics across the Product and Engineering teams. Build management and board decks for weekly leadership meetings and board meetings.
• Recruitment: Work with Product and Engineering hiring managers to participate and assist in all stages of recruitment and onboarding processes.
• Prioritization: Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish team and operations requests from the underlying true needs.
• Multitasking: Successfully engage in multiple initiatives simultaneously.
• We are a startup: Every team member is critical to our success, wears many hats and takes on additional responsibilities.

Qualifications

• At least 5 years of product ops experience, ideally building scalable FinTech web and mobile applications focused on consumers.
• Excellent verbal, written, presentation and interpersonal communication skills.
• A positive can-do attitude.
• Organized and results-oriented.
• A BA/BS degree.

Benefits

• Equity ownership.
• Competitive compensation.
• Medical, vision and dental coverage (US employees).
• 401k with company match (US employees).
• Three weeks of annual vacation after the first year of employment. Two weeks during the first year.
• 8 observed US holidays.

Our Ethos

Treat every customer as if they were our parents. We value integrity and empathy and work to earn the trust of our customers and community by the choices we make every day. Caring for our customers is at the center of everything for us.