Program Manager - Tools Experience

Novi Financial | Tel Aviv, Israel - Dublin, Ireland

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About Novi

For many people around the world, basic financial services are still out of reach: about 1.7 billion adults globally remain unbanked. The cost of that exclusion is significant — $25 billion is lost by migrants every year through remittance fees. This is the challenge we’re hoping to address with Novi, whose goal is to provide people everywhere access to safe and affordable financial services. At Novi, you will be working with a talented and dedicated group of people who are passionate about changing the world. Our leadership is experienced and some of the best minds working today in their respective fields. We’re still early in the process of developing Novi, and are looking for talented, passionate team players, mission focused professionals to join our team. At Novi, we are looking for you to join a team who can build a future together that empowers billions of people around the world and who are advocates for our Novi customers globally. Facebook's mission is to give people the power to build community and bring the world closer together. Building on this core mission, F2 (Facebook Financial) is a product group focused on building products to ensure that everyone, everywhere has access to the world’s financial system to accelerate financial inclusion and economic empowerment. F2 builds & supports all things payments and financial services experiences at Facebook, including Novi, Facebook Pay, payments on WhatsApp, and advertiser billing, among other products. The Scaled Services Operations team is responsible for the experience, performance and usability of the teammate tools, processes and automation that power Novi’s world-class customer care operations. You will have the opportunity to design and build intelligent and efficient solutions to improve Novi customer experience and care center productivity by reducing the effort of customer and care teammates. The programme manager will lead the requirements scoping of new and existing teammate tools and support the effective management of enhancements and changes (including product changes, new features and process improvements) that impact operational teams. This role focuses on advocating for the teammate experience and ensuring effective scaling of the tool functionality within the operational team, by identifying strategic improvements, representing the voice of ops in product discussions and overseeing the end-to-end execution of solutions for top business needs.

Responsibilities

  • Operationalize new and existing teammate tools by building effective processes and influencing product roadmaps through gap analysis and insights gathering.

  • Focus on the “usability” and effectiveness of all tools including any that may come on stream

  • Improve collaboration between Risk, Care and Compliance through tooling and processes enhancements and advocate for the teammate experience.

  • Support the platformization of Customer Care by ensuring that both the customer and teammate experience is consistent and of the highest standards across surface integrations and tool development for all our financial products.

  • Help facilitate the scaling of operational teams through effective change management, ensuring seamless and timely updates of new features.

  • Help facilitate operational efficiency and excellence, by ensuring tooling and automation contribute to operational KPIs.

  • Closely working with operational internal business partners, to enhance teammate efficiency through resources and automation.

Minimum Qualifications

  • 6+ years experience working with product / engineering teams, scoping product requirements and influencing product roadmaps

  • Experience in Operational Leadership, Process and Program Management.

  • Experience improving operational performance by setting success metrics and KPIs

  • Experience working in a fast-paced and ambiguous environment where you've successfully managed, coordinated, executed and maintained multiple projects in a deadline-driven environment.

  • Experience working cross functionally in a global fast-paced environment

  • Fluency in English with strong communication skills and ability to influence across teams

Preferred Qualifications

  • Experience working with financial services and/or operational customer care, risk or compliance teams/ tools.


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