Description
We are looking for a Product Manager to join our Central Operations team at Lendable and improve how our operational teams serve customers at scale.
Central Operations works across UK and US products to build tools, automation, data capabilities and workflows that make customer service faster, more efficient and more consistent.
This is a highly collaborative role, working closely with Operations, Engineering, Data Science, Product, Risk and Compliance.
Responsibilities
- 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 across areas such as complaints management and resolution, fraud, disputes and financial crime casework, AI-assisted customer service and agent tooling, operational reporting, dashboards and data infrastructure, and customer contact deflection and self-service.
- 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.
What Success Looks Like
- Operational teams can resolve customer needs faster and with better-quality outcomes.
- Manual and repetitive casework is reduced through safe, measurable automation.
- Agents have the information and tools they need at the point of work.
- Product decisions are grounded in reliable operational data.
- New capabilities are adopted successfully by frontline teams.
- Initiatives deliver measurable improvements in service levels, productivity, customer experience or cost efficiency.
Requirements
- 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.
Desirable Experience
- 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: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites.
- Health coverage: support for your physical and mental wellbeing, including private health cover.
- Retirement & savings: long-term financial wellbeing through retirement savings plans.
- Employee referral programme: earn a competitive bonus when you refer successful new team members.
- Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations.
- Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations.