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.