Product Manager, Client Operations

Wealthfront is the only robo-advisor to offer both investment management and financial planning exclusively through software. Because of this approach, we've quickly become the automated advisor of choice among young people. Anyone can open a Wealthfront investment account with $500 to access a unique Passive+ investment strategy that includes a combination of a diversified portfolio of ETFs and tax minimization strategies.

You’ll be joining a team of highly experienced product managers that have worked on products at Facebook, Twitter, eBay and Apple. This is an opportunity to learn from some of the most experienced product managers in the startup world and to further an important and meaningful mission. As a client operations product manager for Wealthfront, you’ll systematically listen to and seek the feedback of our 70K+ customers via the Client Service team. You will conceptualize, define, prioritize and ship features, products and initiatives to delight our customers and improve the quality of their financial lives. This includes everything from process automation, to better and faster customer service, to asset growth oriented features. Your understanding of our clients will enable you to uniquely inform our product roadmap, and ultimately further our mission: to democratize sophisticated financial services. We’re looking for someone with an insatiable curiosity and passion for efficiency, someone who enters airport security and leaves with a recommendation on how to improve it. You should be analytical and client-oriented.

* Gather, streamline, and conceptualize customer feedback, both inbound (client services interactions) and outbound (proactive customer development), and communicate findings and insights with a broad range of stakeholders and team members including members of the Wealthfront executive team * Build internal products: tools and automation, systems and processes that enable our client-facing teams to deepen engagement from Wealthfront's top tier clients * Leverage insights from customer data both qualitative (direct client feedback) and quantitative (customer behavior accessed through data) to identify the highest-leverage pain points and build a client service automation roadmap, which will result in higher productivity and happiness of our Client Service team * Utilize those very same insights to build client self-service tools that augment a growth-oriented distribution and customer delight roadmap. The business goal of the product development is to help Client Service increase share of wallet, lower churn, improve brand positioning, and ultimately secure a better financial future for our clients * Work closely with all members of the Client Service team and other functions including design, engineering, and product marketing to refine prioritized ideas and ship them to the Wealthfront client experience * Develop, monitor and evaluate in an ongoing and structured manner the key metrics governing your product area, with an eye toward continuously improving them through ongoing product innovation

* 3-5 years experience in product management and customer development, preferably at a leading consumer Web company or a leading enterprise software company * Experience analyzing business processes and data driven business process reengineering * A strong analytical background and ability to cluster and conceptualize common client themes into actionable product specifications * Comfort working with cross functional teams of engineers, designers, researchers and data scientists and strong communication skills, specifically communicating complex technical concepts to product managers, support, and other engineers Applied experience designing, delivering, and scaling production models * Familiarity with data tools such as SQL and experience building and shipping B2B tools or internal tools * Experience with Ruby, experience with prototyping and wireframing product, CRM, Text Analytics, tNPS, Telephony and other Tools (ZenDesk, RingCentral) * BS or MS in computer science, math, physics, economics or finance preferred