Staff Product Manager - Customer Service & Operator Platform

Job Description

Staff Product Manager

Customer Service & Operator Platform

Are you interested in joining Europe’s fastest growing companies? Do you want to impact the wellbeing of millions of employees?
If yes, then keep reading and join us to make an impact in a fast-paced and dynamic environment where you’ll play a key role in boosting everyday wellbeing, at home, at work. Everywhere!

We are currently hiring a Staff Product Manager to be based anywhere in Epassi’s European markets.


Epassi’s purpose is to boost everyday well-being. We are a leading provider of employee benefit solutions across Europe. We were established in Finland in 2007, and in 2008 we were the first company to launch a mobile-payable employee benefit payment solution in Europe. Since then, we have consistently grown, diversifying our products and introducing our services into new markets.
Epassi has been awarded by the Financial Times as one of the fastest-growing companies in Europe on multiple occasions.

Your mission at Epassi
Every great platform has two sides: the one users see, and the one that makes it run. At Epassi, we are building both — simultaneously. This role owns the Operator Platform: the internal layer that enables Epassi’s teams to manage, support, and scale the platform for all three stakeholder groups — employers, merchants, and employees.
It is not a back-office maintenance role. It is a product domain with its own engineering capacity, its own roadmap, and a mandate to build something that has never existed at Epassi before. You are not here to fix the past. You are here to build the operational backbone of a modern employee benefits platform — starting in Germany, scaling across Europe.

Your responsibilities will be:
Building and owning the Operator Platform domain — the internal tooling, workflows, and automation that enables CS, Operations, and internal teams to run the platform at scale. You will own the product roadmap across three stakeholder domains: employer operations, merchant/partner operations, and employee/user support. You will also own the automation and self-service layer and the unified admin backend.

You’ll be successful in this role if you:
Deliver a unified admin backend ready for V1 launch in September 2026. Drive down ops cost per customer at scale, increase the process zero-touch rate, and reduce manual correction rates month on month. Build an internal platform that enables Epassi to scale across Europe without adding headcount linearly.

What you’ll be doing (daily):
The PM who owns this domain understands that customer care and back office is a revenue lever, not a cost line. When employers, merchants, and internal teams can act immediately , without waiting for a human, satisfaction goes up, retention goes up, and CS capacity shifts to where it creates real value. Your job is to systematically identify which of the 100 most common internal operational activities can be self-served, automated, or AI-assisted and then build that. Chatbots, policy engines, automated resolution flows, intelligent routing: these are your tools for enabling better experiences, not for discouraging contact. The metric that matters is self-serve adoption rate: how many interactions are resolved faster and better because the platform made it possible.

What you should bring:
5–7+ years in digital product development with at least 3 years of full autonomous roadmap ownership. Proven experience in marketplace approaches with different parallel stakeholders — you understand the B2B2C model, how employers buy, how employees use, and how marketplace providers operate. Hands-on experience with sport and fitness network products and wellbeing verticals. Knowledge of at least two of the three operational stakeholder domains: employer operations (HR, contract, billing), merchant/partner operations (onboarding, payout, compliance), and employee/user support. Experience shipping internal operational tooling — admin platforms, CS tools, operator portals. Demonstrated AI and automation delivery: chatbots, policy engines, automated resolution flows, intelligent routing — shipped and measured. Experience building for DACH or broader European B2B markets.

Your language profile:
English C1/C2 is required. German C1 is required for operating effectively in the German market — this is a working language requirement, not a nice-to-have.

Your track record:
You have shipped internal operational tooling — admin platforms, CS tools, or operator portals — as the PM who decided what gets built. You have built for automation and can demonstrate measurable outcomes: before/after deflection rates, handling time reductions, or automation ratio improvements. You have managed autonomous stakeholder relationships at Director/VP level across CS, Operations, Finance, and Compliance — cross-functional and cross-market, without escalation. You have navigated competing internal priorities with limited engineering capacity and still delivered.

Your competency profile:

• Automation-first thinking: You do not accept a manual process as a given. Your first question when a team describes a workflow is: what would it take to make this zero-touch?

• Domain authority: You have operated in a marketplace space before and know what operational excellence looks like — you are not learning this domain on the job.

• Outcome orientation: You define success criteria before launch and track them systematically. Your KPIs are not shipped features — they are deflection rates, resolution times, and automation ratios.

• Spec-driven rigour: Every feature begins with a complete, released PRD. No sprint entry without a released spec. You set this standard and enforce it.

• Europe-ready by design: You build for Germany first, but every workflow, tool, and automation is designed to onboard the next market with minimal rework. Configurability and market-agnostic architecture are your defaults.

• AI-native working style: You use Claude, Claude Code, or equivalent tools actively in your daily work. This is a working standard in our organisation, not a recruitment pitch.

Why You Should Join Us:

Be part of an ambitious growth journey and join a global community of driven, bold, entrepreneurial, yet humble Epassians in a company that is constantly evolving.

• Work with a clear purpose — boosting everyday wellbeing — and create a meaningful, positive impact on both individuals and society.

• Thrive in an open and inclusive culture with low hierarchy, where relationships are built on respect, camaraderie, and shared successes and challenges.

• Come as you are — we’ll bring out the best in you and support your personal and professional growth.

• Join a fast-growing tech company with a strong financial foundation, offering opportunities to grow and make an impact together with us.

• Benefit from an inspiring and supportive work environment where employee wellbeing is a true priority.

• Contribute to solidifying our position as the number one player in Europe’s employee benefit market and help shape the next wave of success.