Job Description

Disclaimer – Must read: Commitment & Focus

This role requires full-time dedication, with clear priority given to Darwoft projects during the established working hours. It is not compatible with other full-time professional engagements. Any additional professional activities must be disclosed in advance and must not interfere with the responsibilities or working hours of this role.

Get to Know Us

Darwoft is a premium software factory that develops custom software solutions and provides high-level IT staff augmentation for international clients, primarily in the United States and Latin America. We partner with startups and high-growth companies to build impactful digital products. Our culture is people-first, rooted in technical excellence, long-term relationships, and a collaborative mindset. We combine global technical expertise with human proximity.

About the Role

We are looking for a Senior Product Manager to join  a fast-growing fintech company building the next generation of customer operations and conversational support platforms.

In this role, you will lead the strategy and execution of a platform that powers customer support operations, agent workflows, and real-time communication across WhatsApp and other messaging channels. You will work at the intersection of Product, Engineering, Operations, AI, and Compliance to build scalable systems that improve operational efficiency, automation quality, and customer experience.

As a senior member of the team, you will balance strategic thinking with hands-on execution, driving initiatives from discovery to launch in a highly cross-functional and fast-paced environment.

This is a unique opportunity to shape the future of conversational fintech operations and build products used at scale by internal teams and end users alike.

Responsibilities

• Own the product vision and roadmap for customer operations and conversational support platforms
• Define and improve workflows for agents, operations teams, and customer-facing processes
• Collaborate cross-functionally with Engineering, AI, Operations, Compliance, and Support teams to deliver scalable platform capabilities
• Drive the development of messaging and conversational features across WhatsApp and other communication channels
• Translate operational pain points into product requirements and scalable workflows
• Prioritize initiatives that improve agent productivity, operational visibility, and customer experience
• Partner closely with Engineering to define reliable and scalable solutions for real-time messaging systems, event-driven architectures, and platform performance
• Identify opportunities to combine human support with AI-assisted workflows and automation capabilities
• Define and track key operational and product metrics such as response times, resolution times, automation rates, customer satisfaction, and platform reliability
• Balance business priorities, operational complexity, compliance requirements, and technical tradeoffs in a fast-moving environment
• Lead discovery, rollout, adoption, feedback loops, and continuous improvement initiatives for platform capabilities
• Communicate product strategy, priorities, and outcomes effectively across stakeholders

Requirements

Must-Have

• 5+ years of experience in Product Management, ideally within fintech, operations platforms, support tooling, or messaging products
• Strong experience building internal tools, operational systems, CRM workflows, customer support platforms, or conversational products
• Experience working with messaging or contact center platforms such as WhatsApp Business API, Twilio, Zendesk, Intercom, Salesforce Service Cloud, or similar solutions
• Strong systems-thinking mindset with the ability to understand complex workflows, dependencies, edge cases, and operational processe
• Technical fluency and ability to collaborate effectively with engineering teams on APIs, event-driven systems, reliability, scalability, and observability
• Strong analytical mindset with experience defining metrics and using data to drive product decisions
• Experience working cross-functionally with Operations, Support, Compliance, and Engineering teams
• Excellent communication and stakeholder management skills
• Self-driven profile with strong ownership, autonomy, and comfort operating in ambiguous environments
• Upper-Intermediate English proficiency or higher 

Nice-to-Have

• Experience working with AI-assisted workflows, conversational automation, or chatbot platforms
• Background in fintech operations or regulated environments
• Experience scaling operational or customer support platforms in high-growth startups
• Familiarity with queue management, routing systems, and real-time messaging infrastructure
• Experience working with analytics, experimentation, or operational performance tooling 

What We Offer

• Payment in USD
• 100% Remote: Work from anywhere in LATAM
• International Projects: Work with high-growth startups in the U.S. and Latin America
• Learning Platforms: Access to specialized training resources
• English Classes: Corporate language support
• Collaborative Culture: A people-first environment focused on technical excellence and community