New

Sr. Product Manager, CX

Mountain View, US

About EarnIn

As one of the first pioneers of earned wage access, our passion at EarnIn is building products that deliver real-time financial flexibility for those with the unique needs of living paycheck to paycheck. Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks.

We’re fortunate to have an incredibly experienced leadership team, combined with world-class funding partners like A16Z, Matrix Partners, DST, Ribbit Capital, and a very healthy core business with a tremendous runway. We’re growing fast and are excited to continue bringing world-class talent onboard to help shape the next chapter of our growth journey.

Position Summary

As a Fintech company where customer experience (CX) is an integral function, our success relies highly on effective operations and actionable insights to deliver a world-class customer experience through our large scale 24x7 operations supporting various channels. 

We’re looking for a Senior Product Manager to join our Customer Experience team and drive quality, efficiency, and product impact at scale. This role sits at the intersection of product thinking and operational execution — ideal for someone who thrives on turning messy problems into measurable results.

You’ll lead strategy and experimentation to improve margin per user, owning the design and continuous optimization of support experiences across multiple service variants. You’ll work closely with our Magic Makers (MMs), CX Ops, and Engineering to identify user pain points, develop process and tooling improvements, and scale high-impact initiatives.

This role will report into CX leadership but remain on the Product ladder. You will be expected to operate as a true cross-functional owner — someone who can drive product thinking through operational excellence.This position is open to hybrid applicants based in the Bay Area. This role will require in-office work 3-4 days a week. The US base salary range for this full-time position is $175,000 - $231,000 + equity + benefits. Our salary ranges are determined by role, level, and location.

What You’ll Do:

  • Own the strategy for customer experience and margin-focused CX initiatives, aligning cross-functional partners around the highest-impact opportunities
  • Design and execute experiments across service variants to improve margin per user, including instrumentation, rollout structure, and A/B testing
  • Partner with CX Ops to identify root causes of user friction and lead end-to-end improvements across process, tools, and experience
  • Analyze product and support data to uncover actionable insights that drive efficiency and user satisfaction
  • Build scalable, low-effort experiences that reduce support volume while maintaining product and service quality
  • Act as the connective tissue between CX, Product, and Engineering — ensuring operational realities are reflected in product decisions
  • Define success metrics, build accountability frameworks, and help MMs (Magic Makers) execute against measurable outcomes
  • Bring clarity and momentum to complex, cross-functional challenges

What We’re Looking For:

  • 5+ years of Product Management or related experience
  • Proven ability to operate independently with minimal direction
  • Experience driving outcomes in operationally complex environments
  • Experience with experimentation and A/B testing frameworks
  • Strong analytical and communication skills
  • Familiarity with support platforms and workflows (Zendesk, Salesforce, etc. a plus)
  • SQL proficiency is a bonus 

 

#LI-Hybrid

 

At EarnIn, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community. Our team is diverse not only in background and experience but also in perspective. We celebrate our diversity and strive to create a culture of belonging. EarnIn does not unlawfully discriminate based on race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. EarnIn is an E-Verify participant. 

EarnIn does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.

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