OwnHome

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Product Operations Manager - Customer Success ✅

  • Product Management
  • Full-time
  • Sydney, NSW, AU

Product Operations Manager - Customer Success

OwnHome’s Mission

OwnHome’s mission is to turn renters into homeowners. We believe all Australians deserve the opportunity to build a life and family in the security of their own home, especially the 4.5m young Australians who don't own the home they live in. 

As property prices have skyrocketed, millions of Australians have been left behind with no clear path to homeownership - forced to put their dreams of homeownership on hold. As a result, renters are missing out on a critical wealth-building opportunity: owning a home.

At OwnHome, we're building an on-ramp to homeownership – one that overcomes crippling deposit hurdles, is more flexible, and an overall better fit for the modern Australian family.


About the role
🏠

We are growing rapidly and looking for a Product Manager (Client Success) to join our team. This person will build and execute our strategy for ensuring a best-in-class experience for all clients - successfully converting applicants into clients. As a solution-oriented ninja you will work directly with clients to meet their goals of becoming homeowners. In this role you will work closely with everyone at OwnHome and external parties to lead high-impact initiatives while offering ownership and autonomy over your work.

You will be responsible for working closely with clients to turn the complex and daunting home buying journey into a delightful experience. You need high EQ and the ability to problem solve on your feet while taking clients through the journey from submitting an application, to moving into their OwnHome! 

This experience will set you up to build the best home buying experience in Australia. You will be the voice of the client and proactively solve points of friction by collaborating across Ops, Tech, Product and leadership teams. Everyday is a chance to improve and you will drive the success of our client experience by breaking down the journey into component stages, then developing and prioritising solutions to deliver the highest impact.


Responsibilities
🚀

  • A delightful journey

    • Deliver exceptional client experience that you would personally want to have when buying a home. Transform the complex and daunting homebuying process into a simple and delightful experience that clients tell all their friends about

    • Excite and educate - Explain financial concepts in a way that is comfortable and easily absorbed by non-financial clients.

    • Go above and beyond by creating bespoke moments of delight for our aspiring homeowners

  • Efficiency ninja

    • Manage the full sales-cycle for high value D2C sales from initial interest through home purchase. Forge the processes that are capable of supporting a high volume of aspiring homeowners.

    • Craft our omni-channel approach to maintaining active engagement with prospects: phone, email, text, chat.

    • Build a team that is capable of continually iterating and improving the the entire client journey

  • Product and client champion

    • Work with the Co-CEO to develop and implement the strategic roadmap for the Client Success team

    • Become OwnHome’s most knowledgeable product expert, onboarding new clients to our program with ease.

    • Maintain up-to-date knowledge on competitive solutions and OwnHome’s relative proposition

    • Work with cross-functional teams to improve both product and process, communicating feedback and potential solutions.

    • Be the voice of our users, and evangelize internally for what they need

    • Influence our product and growth strategy to further delight our users


We’d be thrilled to welcome you into our growing circle because you have the following superpowers

  • High EQ: Strong client relationship skills - storytelling, listening, compassionate, consultative

  • Communication: You understand tricky topics, both in writing and in person. You communicate clearly and with precision.

  • Attention to Detail: You exercise astonishing attention for detail in everything that you do.

  • Delight: You go the extra mile for your clients, and constantly find new ways to delight them and find the right solution for their problem.

  • Fast Learner: You quickly learn new concepts, and you easily pick up new skills.

  • Inquisitive: You are curious about your clients, and want to understand their needs.

  • Determination: You love challenges and persist when problems become complex.

  • Optimism: You find ways to move forward from challenges stronger and happier.

  • Efficient: You move quickly and effectively, prioritise ruthlessly, and always find ways to achieve more.

  • Passion for a fast-paced, high-growth environment.

  • Team-builder: You are passionate about building a high-calibre team driving this pillar of OwnHome’s success

  • Bonus qualifications if you’ve worked in real estate or the mortgage industry


What you’ll get from OwnHome

  • Freedom and expectation to build a client journey that fundamentally transforms the company, and the consumer experience

  • Ownership of one of the most critical units of the business

  • Mentorship and support from Tim and James

  • A generous salary, bonus and equity package

  • Flexible working from our casual office in Potts Point. We support whatever you need to deliver the most impact for customers

  • Unlimited vacation leave. We trust you.

  • Health / fitness / phone allowance

  • Office goodies. Just tell us what you need to thrive

  • Epic offsite each year 🥳

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