Role Overview
As the Senior Product Manager for Customer Support and Operations, you will be at the fore-front of the group's mission to redefine digital banking. Working alongside our executives and Engineering talent, you will not just be building a help-center to aid with self-serve; instead, you will be re-architecting an intelligent, autonomous ecosystem of AI agents, self-serve flows with humans in the loop for exception handling.
You will lead the transition from traditional Live Chat, Emails, IVR call-trees and Contact Us Forms to AI Agent-first experiences, by leveraging Large Language Models (LLMs), Voice and other multi-modal agents and automation to provide instant, hyper-personalized support that feels human but scales infinitely across our various channels
Responsibilities
- AI Agent Orchestration: Lead the development of customer-facing AI Agents capable of handling complex, multi-turn transactions and inquiries via in-app chat and voice.
- The Copilot Workspace: Own the internal suite of tools that empower our human agents. Build AI-Copilots that provide real-time suggestions, automated case summarization, and intelligent routing to ensure high-emotion tasks are handled with precision.
- Agentic Workflows: Collaborate with the Operations and Core Banking teams to build action-oriented automation—allowing AI to not just answer questions, but resolve issues (e.g., instant fee reversals, limit adjustments, or dispute filing) securely.
- Continuous Learning Loops: Work with Data Science and AI Engineers to establish evaluation frameworks (LLM-as-a-judge, RAG optimization) to ensure our AI is accurate, compliant, and safe.
- Customer-First Automation: Balance aggressive operational efficiency goals with a relentless focus on CX. Ensure a seamless human-in-the-loop handoff when the AI detects frustration or high-complexity needs.
- Collaboration: Collaborate with engineering, design and other stakeholders to define, develop and maintain a prioritised product backlog, and execute on delivering delightful and impactful experiences for customers.
- Metrics of the Future: Define success beyond CSAT. Measure impact through Automated Resolution Rate (ARR), Deflection Quality, and Overall Time-to-Resolution (TTR)
Requirements
- Experience: 4-5+ years in Product Management, specifically within Fintech, SaaS, or high-growth Tech.
- AI Fluency: Proven experience or deep understanding of implementing Conversational AI, LLMs (GPT, Claude, Gemini), or Natural Language Processing (NLP) in a production environment.
- Technical Breadth: A degree in CS, IT, or a related field. You should be comfortable discussing API integrations, RAG (Retrieval-Augmented Generation) architectures, and data privacy.
- Product Craft: Demonstrable success in launching products that moved the needle on retention or cost-to-serve. You know how to dream big (fully autonomous banking) but start small (validated MVPs).
- Project Management: While Strategy what to build is key, ensuring that the initiative that you're leading gets delivered on time, without placing the organisation under significant risk is key to your success
- Analytical Rigor: You don't just look at dashboards; you interrogate data to find why an automation path is failing and how to tune it.
- The Owner Mindset: You don't shy away from the hard stuff and you are focused on solving the problem rather than passing the bug around. You are comfortable navigating the regulatory complexities of a digital bank while maintaining the speed of a startup.
- Stakeholder Management: Product Management sits in between the cracks of various departments with different needs and wants. Knowing how to balance them, while achieving the end-goal of the group is a key skill to have.
- Good communication skills: Being able to convey your idea, and convincing and commanding the respect of your stakeholders & executives is key
