Group Product Manager

XTB's mission is to build an investment platform accessible to everyone. Supporting our clients in using the XTB Platform is of great importance to us. As the Group Product Manager (Program Manager) for the Customer Care area, you will be responsible for all product and technological aspects related to customer service channels, CRM (Salesforce), client information management (personal data, document changes), and AML processes. The priority is the automation of processes and the utilization of AI, both in back-office processes and in client interactions.

The role of 'Group Product Manager (Program Manager)' entails responsibility for the product domain, both from a product-business and technological perspective. The team consists of about 50 people, including Product Managers, UX Specialists, and Engineering Teams (led by experienced Leaders).

In this role, you will report directly to the Chief Product & Technology Officer. The main tasks will include:

• Developing the vision for the Customer Care area in line with XTB's goals,
• Building client support products, shaping the platform to be as intuitive and self-service as possible,
• Planning team goals to achieve defined KPIs,
• Defining, monitoring, and adjusting goals to KPIs within specific products in the area,
• Collaborating with the Customer Support department, creating tools and products that support and automate customer service,
• Collaborating with the Legal & Compliance department on AML processes,
• Managing the product-engineering team: ensuring work structure, information flow, and motivation.

Requirements:

• Minimum 3 years of managerial experience in a large organizational unit,
• Experience in working with CRM systems and optimizing customer service-related processes,
• Experience in managing a complex product-technological area,
• Understanding of engineering team workflows: working methods, setting, and verifying expectations,
• Ability to plan the work of a large organizational unit with high predictability of meeting deadlines,
• Data-driven approach, setting goals and measuring progress in the form of KPIs,
• Communication with stakeholders at the C-level,
• High communication skills,
• Fluency in English.

Experience in the FinTech industry will be an advantage.

We offer:

• Stable employment in the recognized FinTech company,
• Impact on the product used by over a million clients,
• Decision-making power and independence in creating the vision for the area, plans, and team management process,
• A managerial position, including building and leading a team,
• Employment contract,
• Benefits package.

INFORMATION ON THE PROCESSING OF PERSONAL DATA OF CANDIDATES FOR WORK AT XTB S.A.

The data controller is XTB S.A. with headquarters at ul. Prosta 67, 00-838 Warsaw. Data is collected for current and future recruitment purposes. Providing data within the scope specified in the provisions of the Act of June 26, 1974, Labor Code (Journal of Laws of 1998, No. 21, item 94, as amended) and implementing acts is mandatory. Providing additional personal data is voluntary and based on consent.

XTB S.A. applies the principle of equal opportunities and verifies all applications submitted by people with qualifications appropriate to the offer, regardless of race, gender, degree of disability, religion/beliefs, sexual orientation or age.