Lead Product Analyst - Send

The Mission Our High Volume customers have the most complex transfer requirements and rely on us most heavily to get it right. Your mission is to understand exactly what these customers need, pinpoint where their experience breaks down, and help the team focus on solving their most critical challenges. By bridging the gap between data and product strategy, you will make our product more predictable and build the trust required for customers to move significant capital with ease.

The Problem Spaces You’ll Own As a Lead Product Analyst within the Send tribe, you will provide the dedicated analytical capacity needed to drive our most critical workstreams, with a focus on:

• Verification & Predictability: Verification is a major investment area for our pod. You will lead insight generation and impact tracking to improve how we verify transfers—specifically clarifying documentation requirements and removing friction from the process. You’ll help us look around the corner to determine what the team should focus on next to make this journey seamless.
• Elevating the Level of Service: Some challenges require more than just an in-product fix. You will analyze how we can improve our response times and service quality to ensure customers feel supported throughout their journey. You will help define the strategy for how we scale our support operations and identify which customer segments require more specialized attention to prevent churn.
• Predictability as a Growth Lever: You will operate on the principle that "To Fix is to Grow." By improving the reliability of our product and the efficiency of our service, you will directly influence customer retention and unlock further growth.