Product Manager - Customer Operations

About Zepz

Zepz powers two leading global remittance brands, WorldRemit and Sendwave, to build the next generation of cross-border payments. Serving over 9 million customers across 4,000 corridors, Zepz is transforming how money moves across borders by making it faster, safer and more convenient. Its innovative digital solutions are designed to break down financial barriers and expand access to better financial tools. Zepz operates across a broad global footprint, connecting the global north and south and enabling migrants to support loved ones, fuel local economies and build better futures.

Come join us!

Zepz.io

Our Commitments:

1. We act like owners - We are relentlessly delivering for our users and spending money thoughtfully. 
2. We embrace embarrassing honesty - We function best when we're open and honest with one another — especially about our challenges and doubts. 
3. We have a bias to action - We get to first outcomes quickly, iterate and learn. 
4. We strive to be better - We may make mistakes, but always learn from them.
5. We are inclusive - to better reflect and serve our users.

What you will own: 

As a Product Manager for our Back Office Platform & Internal Tools, you will report to the product lead of Customer Ops. You will lead the strategy and execution for the critical internal systems that empower our Operations, Finance, Risk, Compliance, and Customer Service teams. Your primary goals will include enhancing operational efficiency, improving data accuracy, ensuring robust compliance capabilities, and driving the modernisation and scalability of our core internal platforms. We are growing fast and are at a stage where we want to move fast with high stability, so you’ll have to be comfortable with making progress with incomplete or imperfect information.

Key Responsibilities

• Develop and manage the product roadmap for our back-office platform and internal tools, covering areas such as operational workflows, financial reconciliation, fraud prevention, compliance reporting, and customer support enablement.
• Partner closely with internal stakeholders across Operations, Finance, Risk, Compliance, and Customer Service to deeply understand their challenges, workflows, and strategic needs.
• Translate complex business problems into clear, actionable product requirements, user stories, and acceptance criteria for engineering teams.
• Own the backlogs and feature prioritisation for engineering teams, working collaboratively to develop services at the right pace and quality.
• Analyze existing internal workflows to identify pain points, inefficiencies, and opportunities for automation, optimisation, and improved user experience.
• Ensure our internal tools support regulatory compliance and maintain the highest standards of data integrity and security.
• Collaborate closely with engineering, design, and program management teams throughout the product development lifecycle, from ideation to launch and iteration.
• Monitor the performance, adoption, and impact of internal tools, using data and feedback to drive continuous improvement.
• Drive replatforming and modernization initiatives for legacy internal systems, ensuring a smooth transition to target state platforms.
• Provide and maintain detailed product documentation, ensuring clarity for both business and technical audiences.

What you bring to the table:

• Proven experience in product management, with a strong focus on internal tools, enterprise software, or platform products.
• A deep understanding of back-office operations within a fast-paced industry, ideally in fintech or a regulated environment (e.g., finance, compliance, fraud, customer support processes).
• Exceptional ability to gather and refine technical, functional, and non-functional requirements, and to translate them into clear, actionable product specifications.
• Strong analytical skills coupled with an inquisitive and investigative nature. You are driven by curiosity and are not afraid to learn or use new tools, write SQL, dig through tickets, or do whatever else it takes for you to frame questions and get data quickly so you and your teams can better understand a problem and prioritise solutions.
• Excellent communication, negotiation, and stakeholder management skills, with a proven ability to influence and collaborate with senior leaders and cross-functional teams.
• Experience in scoping, planning, and managing priorities for engineering teams.
• Self-starter mentality with a bias for action and ability to work independently in a fast-paced, global environment.
• Comfortable working asynchronously in a remote team environment, adapting to different time zones and communication styles.

Bonus points if you have:

• A degree (or equivalent experience) in a quantitative or technical field such as statistics, economics, engineering, or computer science.
• Experience with replatforming or large-scale migration projects for internal systems.
• Familiarity with regulatory requirements in financial services.
• Experience working with technologies like Slack, Google office suite, Databricks, Jira,  AWS services or Java microservices.
• Creativity, flexibility, and the ability to handle ambiguity gracefully.

What you’ll get from us 

Please note that the benefits below will apply to permanent roles.  

We have five core benefits for our talent in the US, UK, Philippines, Poland, and South Africa. specifically:

• Unlimited Annual Leave: Feel free to make the most of your time off and maintain a healthy work-life balance! 
• Private Medical Cover: ​​You can opt-in to a Private Medical Insurance scheme. This provides you with access to thorough medical coverage, so you can feel confident in your health and well-being.              
• Retirement: We offer pension schemes to help you plan for and secure your future. 
• Life Assurance: Life assurance is available to give you peace of mind and protect your loved ones in case of the unexpected.
• Parental Leave: We offer competitive parental leave schemes to ensure you are spending as much quality time with your new bundle of joy as possible. 

We are also remote-first as an organisation, offering flexibility for you to work where you need to be most productive. In addition to the above, you will discover that we have a range of secondary perks (such as the cycle-to-work scheme and employee discounts) depending on your location, to help you thrive at Zepz!  

Why choose Zepz? 

• Our team of over 1,000  employees is fully distributed across the world. We are working from coffee shops, homes, and co-working spaces — making us one of the larger fully distributed growth-stage startups in the world but we also offer workspace in our talent cluster locations - spaces we can meet, collaborate and connect.
• We are proud parents, community organizers, farmers, band members, yoga teachers, YouTube influencers, former Olympians, and serial entrepreneurs.
• We collectively speak over twenty languages, including Akuapem, Amharic, Bengali, Ewe, Fante, Ga, Igbo, Kalenjin, Luganda, Oromo, Somali, Swahili, Wolof, Bulgarian, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Irish, Italian, Latvian, Lithuanian, Maltese, Polish, Portuguese, Romanian, Slovak, Slovenian, Spanish and Swedish.
• At Zepz, embodying our commitments binds us together. We are collectively passionate about striving to achieve our vision and purpose -  to continue to provide the best service to our users.

Ready to Apply?

Applications will be reviewed on a rolling basis. If interested, please submit your resume along with a cover letter (optional), highlighting why your experience demonstrates you meet the requirements of the role. Please also indicate the countries in which you have work authorization.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Zepz is a place where everyone can thrive. 

So however you identify and whatever background you bring with you, and if at all you might need any form of support to make the process as comfortable as possible, please let us know and give us a shot by applying. We want you to be excited to wake up to make an impact every day.