Product Manager (Operations)

The role

A Product Manager will join the Central Operations team to improve how operational teams serve customers at scale. This person will own product discovery, prioritisation, and delivery for operational tooling and automation initiatives across UK and US products.

What you will do

• Own product discovery, prioritisation and delivery for operational tooling and automation initiatives.
• Identify opportunities to reduce manual work, improve customer outcomes and increase operational productivity.
• Translate operational problems into clear product opportunities, requirements and measurable outcomes.
• Work closely with engineers, data scientists and operational subject-matter experts to deliver effective solutions.
• Lead initiatives in complaints management, fraud, AI-assisted customer service, operational reporting, and customer contact deflection.
• Define success metrics, monitor performance and use insight to iterate on delivered products.
• Support controlled trials and pilots before scaling new automation or AI capabilities.
• Manage dependencies across different product teams.
• Communicate progress, risks, trade-offs and decisions clearly to senior stakeholders.

Required qualifications

• Experience as a Product Manager delivering internal tools, operational products, workflow platforms or automation.
• Strong understanding of customer operations, contact centres, complaints, servicing or regulated processes.
• Ability to work effectively with technical and non-technical stakeholders.
• Strong analytical and problem-solving skills, with an ability to turn data into prioritised action.
• Experience defining measurable outcomes and using experimentation or pilots to validate solutions.
• Excellent written and verbal communication.
• Sound judgement when working with customer data, AI, automation, risk and compliance.
• A pragmatic, delivery-focused approach, balanced with long-term product thinking.

Nice to have

• Experience in financial services, lending, cards, motor finance or another regulated environment.
• Experience with AI-enabled products, workflow automation or agent-assist tooling.
• Experience working across multiple markets or product lines.
• Familiarity with operational metrics such as service level, occupancy, handle time, resolution rate, quality and customer satisfaction.
• Experience partnering with Data Science, Analytics or Engineering teams.

Benefits

• Flexible working
• Socials & connection
• Health coverage including private health cover
• Retirement savings plans
• Employee referral programme
• Office meals & snacks including complimentary lunches on in-office days at select locations
• Cycle-to-work and electric vehicle salary sacrifice schemes available in select locations

About the company

Lendable is a fintech company building technology to help people get credit and save money. It is a UK unicorn with a team of over 800 people.