Who is MANTL?

MANTL is a fast-growing NYC-based FinTech SaaS company on a mission to build technology that will help America’s financial institutions and their communities thrive. Think Shopify or Squarespace, but purpose-built for community banks and credit unions. We are drastically changing the landscape through modern banking software that empowers banks and credit unions to grow digitally.

Our flagship product, Online Account Opening, has quickly become considered best in class in our industry, showing clear and material performance beyond any of our competitors. Suffice it to say, our customers love MANTL.

Since launching our first product in 2017, we have built several new products, thoughtfully grown the team, and have become a market leader.

Who makes up our team?

People are our most important asset and the number one reason we all love working at MANTL. As a team, we value accountability, transparency and collaboration. We have agile teams, with clear, outcomes-focused goals. 

We're a group of passionate technologists that support an open and transparent culture that helps foster productive and engaging discussions. We want to work with inclusive people who understand the importance of treating their colleagues exceptionally well - people who will gladly go out of their way to help others with things big and small. We are always a work in progress and love hearing feedback from our team.

MANTL was proud to be named as one of Crain's 100 Best Places To Work in 2020.

ABOUT THE ROLE:

Product Operations builds the connective tissue between our product management + product design teams and MANTL’s customer-facing teams, so that we can deliver increased value to financial institutions faster. Product Operations resides within the larger Product+Design Division, and the Product Operations Manager role reports directly to the head of Product Operations, a member of the Product Leadership team.

As a Product Operations Manager with the Voice of the Customer Program (VoC), you will play a crucial role in improving customer experience and growth by moving MANTL to action via customer insights. You’ll be responsible for building strong connections with customer-facing teams, ensuring a tight product feedback loop, and coordinating smooth, high-quality feature launches. In some instances, you’ll collaborate directly with the product management, engineering and customer success teams on MANTL’s high priority development partnerships; working directly with financial institutions to learn more about their use cases and problems as you help them get more out of the product. 

You come to the table with a strong understanding of customer experience program management, analytics, and the ability to tell a compelling story with data. You’re ready to dive deep into customer journeys to understand and empathize with customer pain points and identify opportunities to enhance our products, services and customer experience.

Responsibilities

• Lead and scale MANTL’s emerging Voice of the Customer Program (VoC), ensuring customer feedback is incorporated in best practices across MANTL - including executive leadership. 
• Develop a deep understanding of our customers' end-to-end experiences by gathering and analyzing structured and unstructured data (customer interviews, user testing, support tickets, surveys, social media, etc.).
• Lead cross-functional insight reviews and action-planning meetings with internal stakeholders, increasing the understanding of how the product is being used in the real world across the product development function.
• Lead internal change management and training efforts related to the VoC Program.
• Lead the Development Partner Program, collaborating directly with the product management, engineering and customer success teams on MANTL’s high priority development partnerships and beta launches.
• Own product launch readiness, ensuring that customer-facing teams are prepared with the information, documents, and processes required to support new products.
• Develop processes & tools and share your thought leadership on how to run efficient development partnerships and betas launches at MANTL.
• Identify and actively build connections with relevant subject matter experts across MANTL to surface insights, to get them excited about what your team is building, and to pave the way for smoother future rollouts.

Skills and Requirements:

• You have 5+ years of experience in product operations, product management, or an operational role that worked closely with product and engineering teams
• You have a passion for delivering an outstanding user experience and can develop a deep understanding of a complex product and its use cases
• You enjoy digging deep into the data, analyzing user feedback and using these insights to drive product improvements
• You are familiar with a variety of discovery and research techniques (quantitative and qualitative)
• You have a talent for building empathy for user problems
• You are an awesome project and program manager with a track record of leading and proactively managing end-to-end execution of projects/programs
• You have strong written and verbal communication skills and are great at explaining highly technical topics to technical and non-technical audiences, including analyzing and communicating results to senior management
• You have strong analytical and quantitative skills, including the ability to use data and metrics to back up assumptions, develop business cases and drive improvements

What You'll Like About Us:

Joining MANTL means joining an ambitious and exceptional team that solves complex problems every day. We offer a unique employee experience based on the values of transparency, accountability and collaboration, and are deeply proud of our culture.

MANTL offers competitive compensation packages, unlimited vacation, fully covered health insurance, creative and fun team-building events, mental health programs and more. We strive to show we truly care about our employees happiness and engagement.