Job Description

At ONE ZERO, we’re building a new kind of banking experience, powered by Ella, our AI private banker and the face of the bank, handling the vast majority of customer interactions.

We’re looking for a Product Manager to lead the evolution of customer service at ONE ZERO, shaping how Ella and our human bankers work together to deliver a better banking experience.

We’re looking for someone AI-native, highly curious, analytical, and hands-on, someone who goes deep into problems, gets things done, and is focused on measurable impact.

Your Day-to-Day

• Own the customer service experience end-to-end, across both Ella and the bank’s human bankers and service teams.
• Define how Ella and human bankers should work together, and turn that into product and operational improvements.
• Work hands-on with AI and LLMs every day: exploring, testing, prototyping, and improving customer interactions.
• Dive into conversations, service data, and operational metrics to identify root causes, opportunities, and areas with the highest potential impact.
• Solve problems hands-on - not just define them, and drive initiatives from insight through execution.
• Define clear success metrics, measure impact and ROI, and use data to continuously prioritize what matters most.
• Work closely with bankers and service teams, turning frontline insights into scalable improvements.
• Lead initiatives across Product, Engineering, Data, Operations, and Customer Service.

Requirements

• 3+ years of experience in Product Management or another high-ownership, analytical role in a technology company.
• Strong hands-on experience with AI and LLM tools - Must.
• Proven ability to drive measurable results and take ownership from problem definition through execution.
• Strong analytical and problem-solving skills, with the ability to go deep and get to root causes.
• Ability to define and measure product and business impact, including ROI and operational outcomes.
• Independent thinker with strong judgment, curiosity, and creativity.
• Comfortable getting into the details, getting your hands dirty, and solving problems directly when needed.

Advantages

• Experience with AI-powered customer experiences, conversational AI, or customer service.
• Experience in fintech, banking, or another regulated environment.
• Technical orientation and experience prototyping AI-based workflows or solutions.