Product Operations Lead

Location / Company: Auckland/London (relocation available after 6 months) Growth & Equity: Competitive annual base salary growth + Stock options available Who & What A high-agency generalist role across product, operations, customer delivery, and systems building. Come join the rocketship, if you dare. Intense learning, hard problem solving, and real rewards. Role Mix: PM + Product Ops + Service + Account Management First 90 Days: Be the concierge, then build the system Overview If you're a problem solver who takes problems end-to-end, thinks from first principles, and has an entrepreneurial streak, keep reading. You'll deal with chaos across product, operations, and customer delivery, getting first-hand experience with customers and then helping us build the product and service as it exists today. This role is a mix of PM, product engineer, services, and account management. We want someone who can get thrown a messy problem, figure it out, serve the customer, and then turn the answer into a playbook, tool, workflow, or product improvement. Minimum vibe-coding comfort is ideal; high agency is non-negotiable. About Us We're an innovative fintech helping people escape the stress of living paycheque to paycheque. Through a done-for-you financial concierge service, we optimise every area of a customer's financial life: negotiating better rates on insurance and loans, restructuring debt, finding discounts on daily expenses, and managing credit and mortgages intelligently. Our goal is simple yet transformative: return 20% or more of our customers' income to their pockets each year, enabling security, stability, and freedom without major lifestyle sacrifices. We've raised from prolific angels, ex Wise, Canva, Robinhood, Google, KPMG, and more. Who We're Looking For Ambiguity Comfortable: Deeply ok with uncertainty and ambiguity. Strong Communicator: A smooth communicator and naturally charming. Proactive: Able to just figure things out without waiting for perfect context. Ambitious: Always hungry for more, constantly asking for the next challenge. Dedicated: Obsessed with the work. If you can't show that, this role is not for you. We will out-work other teams. Key Attributes Customer Empathy: Deep, genuine care for understanding and meeting customer needs. Relationship Building: Excellent ability to foster trust and strong relationships with customers. Resourcefulness: Self-driven capacity to research, analyse, and find actionable solutions. High Agency: Eagerness to take initiative, think creatively, and pursue the best customer outcomes. About the Role As a Product Operations Generalist, you are central to delivering our transformative financial concierge service. You'll be both a meticulous researcher and an empathetic relationship manager, guiding customers through optimising their financial decisions. You'll personally facilitate significant savings, helping customers reach their goals and improve their lives tangibly and immediately. To truly understand what, why, how, and in what order, you'll get your hands dirty and be the concierge: the person in charge of serving a customer. You'll solve your own problems and frustrations as a concierge first, then earn the right to graduate into higher-leverage product and systems work. Core Responsibilities Drive Capacity: Help us 4x servicing capacity per concierge over the next 3 months. Reduce Time to Value: Find ways to deliver value in under 3 hours on average. Build the Machine: Turn repeated manual work into tools, prompts, systems, trackers, and playbooks. Own Customer Outcomes: More often than not, find a solution for a customer even when the odds seem impossible. Personalised Onboarding & Setup: Introduce the service through personal email, text, or video calls. Comprehensive Analysis: Analyse each customer's financial information, extracting insight tailored to their situation, goals, and life context. Market Research: Identify optimal products and services across insurance, credit cards, loans, utilities, and more to secure significant savings. Presentation & Execution: Present personalised solutions, then facilitate or directly execute negotiations and applications. Ongoing Optimisation: Monitor customer circumstances and market developments, updating recommendations proactively. Savings Measurement & Billing: Verify and measure realised savings, then bill transparently against them. Technology You'll Use Actively leverage advanced AI tools and internal platforms: GPT / Codex, Claude / Claude Code, and more. You should be comfortable using AI to improve research accuracy, document analysis, operational efficiency, and internal tooling. #J-18808-Ljbffr