Lead Product Manager

Location: Sofia
Department: Member Support
Posted:

About You

As a Lead Product Manager for Member Support at Tide (fondly referred to as a Tidean, a mighty challenger of the banking world) you’ll join an ambitious team of highly motivated, talented Tideans who love to collaborate, and are driven by helping people achieve their business ambitions. We live and breathe our values, which are to put our members first, work as one team and be data driven, as part of our team, they’ll matter to you too.

Some of the things you’ll be doing:

  • Own member product strategy and roadmap in line with our overall customer service strategy and standards
  • Play a key role in new product development process and ensure products are designed right from day 1 from a member service perspective
  • Lead and oversee the entire development process and build product backlog so that development team accepts and delivers product/sprint
  • Contribute to developing customer service processes for all core products potentially across multiple markets
  • Work on sprint planning that conforms to sprint boundaries, Tide Ways of Working (WoW), ensure conformance to Definition of Ready (DoR) and Definition of Done (DoD)
  • Take part in UAT of new functionalities – process/product
  • Ensure that  end-to-end process/product flow diagrams, and ensure all process steps are well documented
  • Raise concerns about the technical product design that could put the stability and resiliency of the business at risk
  • Acting as the “go to person” between the customer and business to deliver high level strategy and feedback requirements, communicating progress against our OKRs
  • Optimize the conversation rate of our customer service products
  • Deliver a smooth customer experience by ensuring seamless processes
  • Ensure all member service processes are automated as efficiently as possible with minimum intervention required
  • Own, maintain, and advocate improvements for the tools that track the performance and efficacy of Tides service center;
  • Represent and contribute to our company’s values of data-driven, members first efficiency, One Team.

You’ll be a great fit if: 

  • You’ve spent at least five years  in developing highly successful and innovative consumer web products
  • You’re an experienced user of Zendesk, customer support software or have worked on custom API based support solutions, tooling and workflow management
  • You have background in customer service product management role
  • You have strong technical and analytical skills and self-reliant in extracting, cleaning and analysing data, working closely with technical teams
  • You have previous experience in leading integration of payment service providers at business and technical level
  • You have shipped market-leading products in a fast-growing product-focused company before, as Product Manager, Head of Product or similar.
  • You’re organised, pragmatic and capable of leading a technical interdisciplinary team; we’re after someone who’s not afraid to get their hands dirty and remove any blockers that might be on the critical path to shipping
  • You’re comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch
  • You have technical knowledge and experience with API-based products
  • You’re comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch

Who are Tide?

We’re the UK’s leading provider of smart current accounts for sole traders and small companies. We’re also on a mission to save business owners time and money on their banking and finance admin so they can get back to doing what they love – for too long, these customers have been under-served by the big banks.

Our offices are in London, UK, Sofia, Bulgaria and Hyderabad, India, where our teams are dedicated to our small business members, revolutionizing business banking for SMEs. We are also the leading provider of UK SME business accounts and one of the fastest-growing fintechs in the UK.

We’re scaling at speed with a focus on hiring talented individuals with a growth mindset and ownership mentality, who are able to juggle multiple and sometimes changing priorities. Our values show our commitment to working as one team, working collaboratively to take action and deliver results. Member first, we are passionate about our members and put them first. We are data-driven, we make decisions, creating insight using data.

We’re also one of LinkedIn’s top 10 hottest UK companies to work for.

What you’ll get in return:

  • 25 days paid annual leave 
  • 3 paid days off for volunteering or L&D activities
  • Extended maternity and paternity leave covered by the company
  • Personal L&D budget in the amount of 1000 BGN per year
  • Additional health & dental insurance
  • Fully covered Multisports card
  • Food vouchers
  • Snacks, light food, drinks in the office
  • Flexible working options and WFH equipment allowance
  • Share options

Here’s what we think about diversity and inclusion…

We build our services for all types of small business owners. We aim to be as diverse as our members so we hire people from a variety of backgrounds. We’re proud that our diversity not only reflects our multicultural society but that this breadth of experience makes us awesome at solving problems. Everyone here has a voice and you’ll be able to make a difference. If you share our values and want to help small businesses, you’ll make an amazing Tidean.

A note on the future of work at Tide:

Tide’s offices are beginning to open for Tideans to return on a voluntary basis. Timelines for reopening will be unique for each region and will be based on region-specific guidelines. The health and well-being of Tideans and candidates is our primary concern, therefore, for the foreseeable future, we have transitioned all interviews and onboarding to be conducted via Zoom.

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