Product Manager, Support & User Experience (Remote)

Why join us

Brex is reimagining financial systems so every growing company can realize their full potential. As the financial OS, we’re building software and services in one place—disrupting long-entrenched institutions with products and experiences that better serve the ambitions of our customers. Working at Brex allows you to push your limits, challenge the status quo, and collaborate with some of the brightest minds in the industry. We’re committed to building a diverse team and inclusive culture and believe your potential should only be limited by how big you can dream. We make this a reality by empowering you with the tools, resources, and support you need to grow your career.

Product at Brex

The Product organization is at the forefront of Brex's mission to reimagine financial systems so all growing businesses can realize their full potential. We identify and scope out the most impactful opportunities for Brex to tackle. We have a deep understanding of the business and are responsible for aligning cross-functional teams across the company around key decisions. We work cross-functionally with teams at Brex across engineering, legal, compliance, design, and many more to set strategy, define a roadmap, and drive products from inception to launch to ensure Brex continues to evolve for the benefit of our customers.

What you’ll do

As the PM on Support & User Experience, your role will be to own and simplify how users interact with support and spearhead how we learn from users across Brex products. By providing intuitive and scalable experiences that inspire customer love, whether for a 5-person startup or a 5,000-person strong enterprise, you’ll make Brex an enabler for global businesses.

Responsibilities

• Own the product strategy and roadmap for how to scale Brex’s support experiences as we serve companies of all sizes and differing needs domestically and abroad. Build brand new user-facing features to help users increase the quality of their interactions with Brex and decrease time to resolve any issues. Partner with internal teams such as Customer Support and Operations to improve agent workflows and improve internal tooling and processes. 
• Champion user learning across Brex. Define how we learn from users, the data we collect, and surveys we share–and own the measurement of our progress to make Brex the world’s most user-centric corporate spend company.
• Make Brex a better product, taking ownership of user problems related and unrelated to support, building across Brex to increase user love and decrease friction. Influence other product teams to prioritize top user concerns and spearhead initiates that will drive user delight. Establish the vision for the product team. Challenge the status quo and inspire people toward a unified outcome. 
• Set clear goals and metrics for the team and be held accountable to achieving them. Efficiently execute to ship products and deliver impact for our business and customers.
• Lead large, cross-functional groups of people to deliver on the team’s mission. Communicate concisely and influence outcomes across Engineering, Data, Operations, Sales, Partners and other Product teams.

What We Value:

• Product experience: 5+ years in Product Management at a technology company.
• User-experience mindset: You know what it takes to create elegant user-facing experiences to help users achieve complex tasks.   
• Results-oriented: You enjoy doing whatever it takes to execute on complex projects
• Communication: You have the ability to understand and explain technical concepts in easy to follow explanations. You have experience working and communicating with senior leaders and executives.
• Analytical sense: Aptitude for digging deep into the data, thinking from first principles, and delivering the best results.
• Team-first: The team comes first and you have proven experience working well with a wide range of cross-functional stakeholders