Senior Product Manager - Mitigation Platform

Description

The Mitigation Platform team works to make operations more scalable, efficient and accurate by cutting handling time, adding automation and removing friction with new technology.

The team has about 30 people in three cross-functional groups. It builds a framework that generates and hands out work so each task reaches the right person at the right time, tools that let teams design their own workflows out of the box with adjustable complexity, and a central reference giving a 360-degree view of customer data so operations can spot and fix issues quickly.

The company is a global technology business that helps people and businesses move and manage money internationally, including sending money abroad, spending abroad and making or receiving international payments.

You will lead a cross-functional team that standardises and improves operational workflows, equipping operations teams with ready-to-use solutions and actionable data insights so they can serve customers efficiently and consistently. You will build and lead your own team and help other teams contribute to the mission. The products you work on can reach millions of people and support the company's goal of reducing servicing costs, which could lead to lower prices. You will work across almost all product teams and act as the link between global and regional product teams and operations. You will make your own calls, with the people closest to each problem shaping the solution.

Responsibilities

• Set the product direction for servicing and align engineering, design and operations within the Mitigation Platform.
• Own the product roadmap and define KPIs and OKRs for your team.
• Stay hands-on in project leadership and execution while also setting strategy.
• Work closely with design, analytics, data science, operations and compliance to deliver improvements across the full product lifecycle.
• Oversee key projects that reduce friction for customers, automate reviews and help agents make correct decisions during reviews.
• Own solutions for case and document request lifecycle management, customer communication tools and agent-facing platforms that resolve customer-impacting issues quickly.

Requirements

• You have built products at scale, serving thousands or millions of customers, and can manage the product and organisational complexity that comes with it.
• You have led product teams, including hiring and growing them.
• You work as a player-coach, moving between individual contributor work and leading a wider team, with real depth in an area such as data analysis, design, regulation or engineering.
• You use data on your own to find opportunities, measure impact and win company-wide support by telling stories with data.
• You use AI tools, including LLMs, to speed up your work: synthesising research, summarising regulatory documents, writing SQL to self-serve data and prototyping ideas without waiting on engineering.
• You challenge the status quo with new ideas, and you can explain their impact and plan how to deliver them.

Conditions

The company wants diverse, equitable and inclusive teams and celebrates international differences.