Principal Product Manager - High Volume Servicing

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

Job Description

The Mission

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. We are striving to solve customer problems as effectively and as early as possible, and we have an amazing operational team helping us bring this vision to life.

We’re looking for someone who will continue the momentum we have in this domain and drive customer success, resulting in better activation, expansion and retention of our highest grossing customer segment. This role sits at an intersection of High Volume growth and 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.

The Challenge

We’re looking for someone who can strike the balance between quality, efficiency and scalability of premium, expert support and servicing – with the ultimate goal of helping our customers achieve their full potential. The role requires a strong data acumen, design and systems thinking, and the ability to influence without formal authority. You will drive changes that increase customer confidence, trust and satisfaction, while keeping Wise compliant and scalable. Every improvement you ship has massive impact potential.

What You'll Do

• 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

What We're Looking For

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.

Qualifications

• 8+ years in product management, with deep experience in support & servicing 

• Service design skills: you've shipped customer experiences with an operational side and optimised it end to end

• Strong analytical skills: fluency in data analysis, A/B testing, and cross-functional economics

• Experience in two/three-sided marketplaces, fintech, or platforms with complex operational models  

• Proven ability to drive outcomes across multiple teams and stakeholders

Additional Information

• Base salary: £120-148K (based on experience & interview outcomes)

• Restricted Stock Units (RSUs) & a variety of other benefits: Wise Benefits

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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