Senior Product Manager: Support Automation & Contact Prevention

Location: Global

Team: General

About the Role

Wise is a global technology company revolutionizing how the world moves and manages money with minimal fees, maximum ease, and full speed. Join the Support Squad as a Senior Product Manager focused on Support Automation & Contact Prevention, owning the end-to-end support journey for millions of customers. Your mission: slash customer contact rates by fixing issues at the source and evolving the Wise Assistant into a seamless, adaptive conversational interface that delivers instant resolutions or smooth handoffs. Lead the Contact Prevention strategy by diving into data, building LLM-powered insights, and partnering across teams to prioritize high-impact fixes. Ship innovative AI-driven self-service experiences, from embedded FAQ solutions to automated chat resolutions, while mentoring PMs and driving measurable reductions in support costs. Success means superior automation that prevents contacts altogether, propelling Wise toward 2026 goals with entrepreneurial flair and rigorous experimentation.

Key Responsibilities

• Own the contact prevention product strategy: Create and drive roadmap with BizOps, Analytics, and partners to impact contact rate
• Influence at scale: Spot opportunities via data analysis, build insights tools, prioritize fixes across teams or remediate defects
• Lead FAQ, Self Services & Wise Assistant upstream roadmap: Partner with Support Squad for fully conversational support
• Ship new conversational experiences & automations: Collaborate with Content Design and Engineering for AI-powered resolutions
• Drive continuous improvement through experimentation and feedback loops
• Coach and mentor a Product Manager in the Support Squad to own initiatives

Required Qualifications

• Entrepreneurial: Launched products from 0>1 successfully, collaborating with various functions as the sole leader
• Consumer Product Experience: Strong customer empathy, experience with design and user research to craft intuitive product journeys, shipped successful consumer mobile experiences used by millions
• Data-savvy: Hands-on with data using SQL or Python, experience with analytics tools like Superset or Looker
• LLM-native: Familiarity with LLMs including prompt and context engineering, setting up evaluation loops
• Mentoring & PM reporting: Leadership and coaching experience for Product Managers

Preferred Qualifications

• Experience in wider AI/ML domains
• Shipping AI-enabled user experiences
• Building internal insights tools or LLM workflows

Required Skills

• Product strategy and roadmap ownership
• Data analysis (SQL, Python)
• Analytics tools (Superset, Looker)
• LLM prompt engineering and evaluation
• Customer empathy and user research
• Cross-functional collaboration
• Experimentation and A/B testing
• Mentoring and leadership
• Consumer mobile product shipping
• AI-powered product development

Benefits

• RSUs (stock options)
• Flexible working
• Parental leave
• Learning budget
• Paid sabbatical after 4 years
• Health insurance
• Company retreat
• Wise card

Wise is an equal opportunity employer committed to building a diverse workforce.