Operations Product Manager
Open, Australia
Job Description
Combining product management and strategy, the Operations Product Manager will work on changing the way people interact with their insurance by building highly streamlined and effortless customer journeys in Australia and globally. This requires an extremely high-performing individual capable of taking complex, multi-dimensional problems, coming up with solutions, and executing them. The role will report directly to the Executive General Manager of Operations.
About Open
Open is a Fintech that’s leading a revolution in insurance and we’re well on our way to become the category leader in embedded insurance and growth in 2021. We are backed by Venture Capital fund Airtree and Hollard, and have raised over $25m to date with significant further funding imminent. We launched in 2016 to build a global, AI-powered platform that makes insurance transparent, less costly and more reliable for consumers. Our consumer brand is Huddle (www.huddle.com.au). We also offer embedded insurance to retail brands and platforms wishing to make it easy for customers to access these products in existing workflows, leveraging AI to present better prices to customers. We work with brands such as Telstra (Australia's largest Telco), and ahm (Major Australian health insurer). We operate across Australia, New Zealand and soon the UK.
We are currently a team of 40+ driven people coming from a wide variety of backgrounds from all across the world, and enjoy solving problems that no one else has. We are careful about who we select, ensuring we only choose the best people who can give us an edge over the market. We’re proud of our 100% growth we achieved last year, the way we work across hubs and homes in Australia and NZ, and our ability to create a product that has changed perspectives on insurance. We plan on more than doubling again to 100 employees in FY22.
At Open, we believe in using business as a force for good. We're just 4 years old and we are proud that we are a certified B Corporation which means we abide to the highest social and environmental standards. However, we still believe that we’re only 1% of the way there.
About the role
Our Operations team at Open is fully responsible for delivering the best customer experience possible for our customers across all our brands in all geographies. This includes purchase, servicing and claims journeys both digitally and through our customer contact centres. This role will fit into a newly created ‘Business Operations and Strategy’ team within Operations that will focus on executing on the high impact initiatives as we scale rapidly across geographies whilst delivering on our lofty customer experience goals.
What you'll be doing:
- Creating new digital experiences for our customers from ideation to implementation, in order to deliver on our 95%+ satisfaction goals
- Building on our platform 'Central' which our customer service agents use, to supercharge them and enable Open to have the lowest-cost operations team (we don't want to have 1000+ people call centers!)
- Owning projects that will enable us to expand operationally into new international markets
Requirements
- Problem solving skills - you’re able to see complex problems, break them down and solve them in a logical and analytical way
- Clear communication skills - you’re able to clearly articulate your thoughts to stakeholders at all levels
- Transparent - you challenge respectfully, share insights freely and own your mistakes
- Passionate - you’ve got high energy to build a leading insurance company
- Resilient - you can stay collected and remain effective at all times
- Focused - you can keep your eyes on the prize, even when there are a million competing priorities
- A high achiever - you’ve always been able to generate success
You’ll be expected to work autonomously and with teams. You will be expected to get things done, and be able to point to your impact.
You’ll have some (but not necessarily all) of the experiences described here:
- 2-5 years of experience in a high growth startup, tech company, financial services, consulting or law
Location of the role
Our offices are located in Sydney, New Zealand and the Sunshine Coast. We’re flexible around these three locations
Benefits
- Joining a tech company right during a hyper-growth phase
- Highly competitive compensation based on the level of experience, including share options
- Growth opportunities internally
- Flexible working arrangements available including the ability to work fully remote