Product Manager (Operations)

Overview

As a Product Manager in Central Operations, you will shape internal tools and automation that support UK and US customer operations. You will partner with Operations, Engineering, Data Science and Compliance to deliver scalable solutions for complaints, fraud and service efficiency. Your work will reduce manual tasks, improve outcomes and enable frontline teams to provide faster, higher quality service. This role offers hands-on impact in a high-growth fintech environment that uses data and AI to transform operations.

Pay / Benefits

• flexible working
• health coverage
• retirement & savings
• employee referral programme
• office meals & snacks
• cycle-to-work and electric vehicle schemes

Responsibilities

• Own discovery, prioritisation and delivery of operational tooling and automation initiatives
• Identify opportunities to reduce manual work and boost customer outcomes and productivity
• Translate operational problems into measurable product requirements and outcomes
• Collaborate with engineers, data scientists and subject-matter experts to implement solutions
• Lead initiatives across complaints management, fraud and financial crime, AI-assisted customer service, reporting, and self-service tooling
• Define success metrics, monitor performance and iterate based on insights
• Run controlled trials and pilots before scaling automation or AI capabilities
• Manage dependencies across product teams (e.g., motor, loans, cards with central complaints tool)
• Communicate progress, risks and decisions to senior stakeholders

Key requirements

• PM experience delivering internal tools, operational products, workflow platforms or automation
• Strong understanding of customer operations, contact centres, servicing or regulated processes
• Ability to work with technical and non-technical stakeholders
• Strong analytical and problem-solving skills with data-driven prioritisation
• Experience defining measurable outcomes and validating solutions via experimentation or pilots
• Excellent written and verbal communication
• Sound judgement with customer data, AI, automation, risk and compliance
• Pragmatic, delivery-focused approach with long-term product thinking

• excellent communication
• collaboration across cross-functional teams
• analytical mindset
• AI-enabled products
• workflow automation
• data-driven decision making

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