Principal Product Manager - High Volume Lifecycle

Wise; Greater London; On-site; GBP 120,000 - 148,000; Full time

Benefits offered by this job

Restricted Stock Units

Wise Benefits

Job summary

Wise is seeking a Product Manager to enhance the servicing experience for high-volume customers in London. This role is crucial for customers with complex financial needs and requires strategic oversight of servicing efforts.

The ideal candidate will possess strong data skills, a focus on customer experience across multiple touchpoints, and an ability to drive collaboration within cross-functional teams. Competitive salary and stock options offered.

Qualifications

• Proven ability to distill broad, ambiguous problems into clear, actionable strategies.
• Obsess over customer interactions with Wise's product and servicing teams.
• Influence without authority across cross-functional teams.
• Ability to use complex data, including SQL, to inform decisions.
• Love for solving servicing challenges as a growth lever.

Responsibilities

• Shape the vision, strategy, and roadmap for High Volume servicing.
• Own servicing experience and strategically deploy AI solutions.
• Improve predictability for customers transacting millions.
• Collaborate across teams to align servicing strategy with goals.
• Work with Operations and Compliance to balance growth with capabilities.

Skills

Strategic depth

Service design sense

Ability to work across boundaries

Strong data skills

Excitement for hard problems

Job description

Company Overview

Wise is a global technology company building the best way to move and manage the world’s money.

About the Role

We’re looking for a Product Manager to own the holistic servicing experience of High Volume customers. Those customers are transacting the most, have complex financial requirements and rely on us most heavily to get it right – therefore expert, personalised support is essential to their success. This role sits at the intersection of High Volume growth, lifecycle strategy, Servicing and Fincrime squads, design and data, including building AI solutions where it helps us be more effective and bring value to more customers.

Responsibilities

• Shape the vision, strategy and roadmap for your area, aligning it with broader strategy for High Volume
• Own the servicing experience for High Volume customers – ensuring they get the treatment they deserve and expect. You will scale the impact of our operational capabilities and strategically deploy AI solutions where they help our customers
• Improve predictability and confidence of our customers, who are frequently transacting millions with us
• Collaborate with other teams on servicing capabilities, required controls and optimal operational models to balance customer growth with platform capabilities and regulatory requirements
• Work horizontally across Send, Operations, Contacts, Fincrime and Compliance to align HV servicing strategy with business goals

Qualifications

• Strategic depth: Proven ability to take a broad, ambiguous problem space and distill it into a clear, actionable strategy.
• Service design sense: You obsess over how customers interact with Wise across a broad set of touchpoints and interactions with our product and servicing teams. You know that a great support experience isn't about asking for more information – it's about removing friction and increasing predictability. You work closely with operations and designers to craft multi-touchpoint experiences that are reassuring and delightful.
• Ability to work across boundaries: You influence without authority. You build trust with Operations and Servicing, collaborate with Fincrime, and enable other PMs. You thrive in ambiguity and bring clarity to cross‑functional teams.
• Strong data skills: The ability to use complex data (including SQL) to inform your decisions, prove your hypotheses, and tell a compelling story to stakeholders about the future of High Volume servicing.
• Excitement for hard problems: We’re looking for someone who loves solving servicing as a growth lever, not just a cost center to be optimised. You’re energized by complexity and the opportunity to impact a customer segment driving a significant portion of our revenue.

Compensation and Benefits

• Base salary: £120-148K (based on experience & interview outcomes)
• Restricted Stock Units (RSUs) & a variety of other benefits: Wise Benefits