Product Owner – Client Experience

This is a fully remote position, open to applicants in Serbia.

📋 Description

• Take ownership of and enhance the post-payment customer experience across essential products.

• Assist paying customers in achieving the key value state: connecting with a high-quality match for over 3 days within the first week.

• Boost the percentage of paying users who successfully activate after payment and initiate meaningful communication.

• Identify and address product issues that hinder customers from discovering relevant matches.

• Enhance the relevance of offers, invitations, and recommendations presented to customers.

• Manage scenarios where users may encounter either an excess of offers, a shortage of offers, or irrelevant options.

• Develop and refine discovery flows, matching algorithms, and personalization techniques.

• Outline the customer preferences and behavioral signals necessary to elevate offer quality.

• Segment customers and tailor the experience to align with their needs, expectations, and behaviors.

• Foster customer trust in offers and aid users in comprehending who is most relevant to them.

• Create mechanisms that re-engage customers in communication, including engagement strategies, gamification, and other activation tools.

• Collaborate closely with analytics, design, engineering, and other product teams to test hypotheses and evaluate impact on activation and retention.

⛳️ Requirements

• Strong B2C product experience, preferably in products featuring intricate customer journeys, matching, discovery, or recommendation mechanics.

• Proven experience in enhancing customer activation and assisting users in attaining a clear product value state.

• In-depth knowledge of client experience, customer journeys, and post-payment behaviors.

• Experience with onboarding processes, first-session experiences, discovery flows, or similar activation scenarios.

• Capability to work with products that offer a wide range of choices, options, or user paths.

• Familiarity with relevance, ranking, matching, or recommendation systems.

• Strong data-informed product mindset and the ability to pinpoint key behavioral segments.

• Experience in customer segmentation and personalizing offers or recommendations.

• Knowledge of how to gather user preferences and enhance offers with additional data.

• Ability to identify significant product challenges rather than merely delivering features.

• Robust hypothesis-driven approach and the capacity to validate solutions through experimentation and metrics.

• Experience with subscription products is advantageous, but the focus of this role is on activation and achieving value, rather than traditional subscription retention.

• Proficient in Russian.

🏝️ Benefits

• REMOTE OPPORTUNITY for full-time work;

• 28 calendar days of vacation each year;

• 7 wellness days per year (time off) to manage personal matters or rest without needing to take sick leave;

• Bonuses of up to $5000 for recommending successful candidates for roles within the company;

• 50% reimbursement for professional training, international conferences, and meetings;

• Corporate discounts for English lessons;

• Health benefits: If you are ineligible for corporate medical insurance, the company will reimburse you up to $1,000 gross per year for health insurance or doctor’s fees for yourself and immediate family members (spouse, children);

• Workplace organization: The company provides all employees with a fully equipped workplace and necessary equipment (desk, chair, wifi, etc.) in our offices or co-working spaces. For other locations, the company reimburses workplace expenses up to $1,000 gross every 3 years, based on paychecks. This can be used for co-working room rent or for setting up a home office (desk, chair, internet, etc.) during that period;

• An internal gamified gratitude system: earn bonuses from colleagues and exchange them for merchandise, team-building activities, massage certificates, etc.