Job Description

About us:Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We're committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly.Since 2013, we've helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards. We don't do memecoins.Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We're available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safelyAbout the team:The Product team at Luno finds customer problems, validates potential solutions to those problems and drives impact through collaboration. This team ensures the voice of our customers is represented in our product strategy.As we continuously seek to improve Product and Technology capability at Luno, we are looking for a Product Operations leader to join our team.The role will report to Keren, Luno's Product Execution Director, meet her .The role in a nutshell:Product Operations is a strategic support role for the whole business, that is as much about coordinating people as it is technology and processes. Therefore, the role supports a vast array of experiences and enables a wide diversity of backgrounds and careers, each bringing their own skills to the position.Predominantly, product management careers have a large crossover of skills and experience.Your mission will be:You will:

• Improve & optimise: Work continuously and iteratively to improve how teams work by removing barriers and bottlenecks, reducing time spent on processes or tasks, and providing everything teams need to do the best job they can.
• Enable: Provide the means for product teams to complete routine and strategic tasks themselves, as efficiently as possible (but not taking on their tasks for them).
• Align: Work closely with product leadership to help their teams communicate effectively with the wider business, and each other, as well as business leaders throughout the business to ensure their interaction with the product function is as efficient and valuable as it can possibly be.
• Connect: Deepen our relationships with our counterparts in the Country, Customer Success, Data and Marketing teams and enable our Product team with the qualitative and quantitative insights that they need to make better decisions, while continuously improving how we operate.

Outcomes:Planning and Goal Setting:

• Drive and continuously improve our long and short-term planning, goal setting, and reporting processes in the Product team.

Process Improvement:

• Document and refine our discovery and delivery process, and continuously improve this way of working within the Product team in partnership with Engineering and Delivery.
• Refine and improve the processes and tools to support qualitative (customer, market, competitor) research and analysis.
• Refine and improve the processes and tools to support the onboarding and ongoing training of members of the Product team.
• Refine our process to capture and synthesize prospect and customer feedback; mature our Luno Labs so that it becomes an undeniable asset to our customer research capabilities.

Collaboration and Communication:

• Deepen our interlocks with the Country, Customer Success, Data and Marketing teams and tighten feedback loops to help our Product teams make better decisions.

Roadmapping and Reporting:

• Maintain our overall Product team roadmap and tailor it for different audiences.
• Support with financial planning, reporting, and headcount models for the Product team.

Product Launch and Enablement:

• Support and operationalize the product launch process.
• Support Product teams with their internal and customer enablement efforts.

Data and Metrics:

• Facilitate quantitative insights and metrics within Product.
• Refine our product usage and operational metrics in partnership with the Product Analytics team.
• Empower our product teams to take data-informed product decisions with an experimental mindset and continuously improve.

Your Skill Set:Leadership and Team Development:

• Prior experience in a Product Operations management & leadership role, coaching, mentoring, and developing teams.
• Player coach. For the foreseeable future this role will also require you to be an individual contributor with a small supporting team.
• Strong communication skills, and the ability to build alliances and influence stakeholders.
• An empathetic attitude to truly understand the problems you are trying to support and solve with your colleagues.

Business Acumen and Stakeholder Management:

• Experience and confidence in working with all levels of the business - from C-Suite to individual contributor (IC) level. Not afraid to make suggestions, to argue your point, or roll out net-positive changes that might not please everyone, every time.
• Experience partnering closely with Country, Revenue, Customer Success, Marketing teams to support Product Operations. Highly collaborative with outstanding relationship-building skills.
• Strong operational mindset and focus on rigor, balanced with pragmatism. We like to be proactive and thorough, but want to ensure we don't slow our teams down.
• Familiarity with FinTech, Financial Services, and/or cryptocurrencies is highly advantageous.

Metrics and Data Insights:

• Experience defining Product metrics & outcomes, and supporting Product teams with quantitative insights and analysis.
• Ability to grasp product data and analytics to drive better decision-making, forming relevant insights from data.

Research and Analysis:

• Experience in customer research and in being able to support teams to bring qualitative and quantitative data together to create insights for effective decision making.

Financial Planning and Reporting:

• Experience managing headcount and financial planning and reporting in a Product/Technology organization.

A little about you:Specifically we are looking for the following, but we know this is a wish-list, so if you do not have everything on the list, you should still enquire:

• Prior experience in a Product Operations management & leadership role, coaching, mentoring and developing teams.
• Player coach. For the foreseeable future this role will also require you to be an individual contributor with a small supporting team.
• Experience and confidence in working with all levels of the business - from C-Suite to individual contributor (IC) level. Not afraid to make suggestions, to argue your point, or roll out net-positive changes that might not please everyone, every time.
• Experience partnering closely with Country, Revenue, Customer Success, Marketing teams to support Product Operations. Highly collaborative with outstanding relationship building skills.
• Experience defining Product metrics & outcomes, and supporting Product teams with quantitative insights and analysis.
• Experience in customer research and in being able to support teams to bring qualitative and quantitative data together to create insights for effective decision making.
• Ability to grasp product data and analytics to drive better decision-making, forming relevant insights from data.
• Strong communication skills, and the ability to build alliances and influence stakeholders.
• A strong operational mindset and focus on rigour, balanced with pragmatism. We like to be proactive and thorough, but want to ensure we don't slow our teams down.
• As well, an empathetic attitude to truly understand the problems you are trying to support and solve with your colleagues.
• Experience managing headcount and financial planning and reporting in a Product/Technology organisation.
• Familiarity with FinTech, Financial Services and/or cryptocurrencies is highly advantageous.

Life at Luno:

• Remote but reachable work policy gives you the freedom to choose between working from home or the office.
• Plus the option to buy and sell up to 5 days leave
• Improve body and mind, with excellent private medical insurance
• Access to Learnably and our additional learning platforms for your personal and professional development
• 6 months primary care-giver leave
• Paw-ternity leave for your furry friend
• Annual Inspiration Day in addition to your annual leave which increases based on your length of service!
• A collaborative, friendly work community, with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts
• Free lunch and snacks
• 0 fees up to a certain amount with Luno from the day you start.*

*Offer only available on Luno Instant Buy, not Luno ExchangeWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Luno