Product Experience Manager (AI & Operations)

About the role

Product Experience Manager (AI & Operations) Jobs Jobs > Product Experience Manager (AI & Operations) Product Experience Manager (AI & Operations) Indefinite Full time Hybrid (28020, Madrid, Madrid, Spain) Product Experience What is Embat? Embat is one of the fastest-growing FinTech scale-ups in Europe. Founded in 2021, we are on a mission to redefine how mid-market and enterprise companies interact with their money. We don’t just offer visibility; we provide the financial operating system for the modern era. The Evolution: From SaaS to Infrastructure we’ve moved beyond being a platform to becoming a powerhouse of financial services. We are currently building EmbatOne , our own banking infrastructure designed to bridge the gap between traditional banking and seamless digital operations. But we aren't just moving money, we are making it smarter. With Tellme , our proprietary AI financial assistant, we are empowering CFOs and treasury teams to query complex data and get real-time insights through natural language, turning manual reporting into an archaic memory. Scale & Impact: The Team: We are now a team of 150+ exceptional individuals working from our hubs in Spain, UK and DACH , united by a culture of high performance and radical ownership. The Volume: Our transaction engines handle massive, high-volume payment flows for multinationals, ensuring security and resilience in every cent moved. The Backing: Backed by tier-1 investors like Creandum, Samaipata, 4Founders Capital, and VentureFriends , we recently secured a €16M Series A to accelerate our global expansion. We are evolving our Customer Experience function into a more technical, product-focused role that leverages Artificial Intelligence as its primary lever for scale. We are looking for a Product Experience Manager to manage a talented team while simultaneously acting as the architect of an AI-driven incident resolution system . Your goal is to ensure our support capacity scales efficiently, moving from a 1:100 agent-to-client ratio to a 1:200 ratio , without compromising the sophisticated quality required in a complex B2B SaaS environment. What you’ll do? Lead and Develop: Manage a high-performing Customer Experience team, focusing on 1-to-1s, training, and professional growth. Architect AI Systems: Design and implement AI-driven processes to transform how we resolve customer incidents, moving away from manual-heavy workflows. Stay Hands-on: Spend 30-40% of your daily time directly resolving customer support tickets to deeply understand our product's complexity before automating it. Scale the Function: Transform the customer support function into a technical, product-focused operation that can scale as the business grows. Collaborate with Product: Act as a bridge between customers and the Product team (PMs) to prioritize ticket resolution and improve product quality. Direct Reporting: Report directly to Carlos Serrano (CEO & Product), working in a model similar to our design squad structure. Objectives Efficiency at Scale : Achieve a model where one agent can handle 200 clients (up from the current 1:100 ratio) within the next year. Smarter Resolution : Build a system that handles complex B2B SaaS incidents with deterministic accuracy using AI. Output Growth : Improve overall team output and quality without requiring proportional headcount increases as we grow toward 1,500 clients. Who are we looking for? Experienced Manager : You have 2-3+ years of experience successfully managing teams; this is our highest priority. AI Practitioner : You are hands-on with AI and have experience applying it to solve real business problems, not just managing it from a distance. B2B SaaS Specialist : You understand that B2B support involves higher complexity and more nuanced problem-solving than B2C. Spanish & English : Full professional proficiency in both Spanish and English is mandatory; Spanish is essential for customer-facing work, while English is key for our product environment. Strategic Thinker : Background in systems thinking or consulting is highly valued to build processes from scratch. Fintech/Financial Awareness : While a software developer background isn't required, familiarity with the fintech or financial domain is a significant plus. Why you’ll love this role Architectural Freedom : You have the chance to build a new incident resolution system from the ground up, transforming the company's support DNA. High Impact : Your work will directly enable Embat to scale to 1,500 clients over the next three years. Leadership Visibility : You will report directly to the CEO and have the opportunity to grow into larger leadership roles as the company expands. Cutting-Edge Tech : You will be at the forefront of implementing AI technology to solve complex, non-trivial B2B problems. What comes with working at Embat? We provide the platform for you to reach your highest professional and personal goals. At Embat, you’ll work in an agile, high-performance environment where we ditch bureaucracy in favor of ownership and impact . We give you the space to lead, build, and create real value for our users from day one. Expert Mentorship: Work hand-in-hand with our founders, who bring over a decade of experience in Investment Banking at J.P. Morgan . Ongoing Education: Access to finance and product education, including an initial certification during onboarding and sponsored materials/sessions. Performance Reviews: Structured feedback twice a year to ensure you are consistently evolving. Latest Tech: Choose the hardware and tools you need to do your best, most impactful work. Hybrid & Flexible: A modern hybrid setup (40% remote) with flexible schedules to balance your life and work. Generous Vacation: 23 paid working days per year, plus your birthday , plus public holidays. Tenure Rewards: We value loyalty. Get 1 additional vacation day for every year at Embat (up to 3 extra days). Competitive Compensation: A salary that reflects your project’s impact and your level of responsibility. Private Health Insurance: Access to top-tier coverage (Sanitas) via our "Retribución Flexible" scheme. Flexible Remuneration: Optimize your salary with Restaurant, Transport, and Kindergarten cards, plus salary-on-demand via Payflow. Language Skills: English classes to help you thrive in our international environment. Team & Culture: Monthly team-building plans, annual Embacation offsite event and Friday Lunch—fully covered by Embat. Indefinite Full time Hybrid (28020, Madrid, Madrid, Spain) Product Experience Apply now Apply now Privacy policy | Cookie settings | Powered by Factorial Build my own jobs page FACTORIAL uses cookies to personalise content and ads, to provide social media features and to analyse our traffic. We also share information about your use of our site with our social media, advertising and analytics partners who may combine it with other information that you've provided to them or that they've collected from your use of their services. Read more about our Cookies' Policy → Privacy policy Manage cookies Reject cookies Accept cookies This website uses cookies FACTORIAL uses cookies to personalise content and ads, to provide social media features and to analyse our traffic. 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