Product Manager - Customer Operations

What you will own: 

As a Product Manager for our Back Office Platform & Internal Tools, you will report to the product lead of Customer Ops. You will lead the strategy and execution for the critical internal systems that empower our Operations, Finance, Risk, Compliance, and Customer Service teams. Your primary goals will include enhancing operational efficiency, improving data accuracy, ensuring robust compliance capabilities, and driving the modernisation and scalability of our core internal platforms. We are growing fast and are at a stage where we want to move fast with high stability, so you’ll have to be comfortable with making progress with incomplete or imperfect information.

Key Responsibilities

• Develop and manage the product roadmap for our back-office platform and internal tools, covering areas such as operational workflows, financial reconciliation, fraud prevention, compliance reporting, and customer support enablement.
• Partner closely with internal stakeholders across Operations, Finance, Risk, Compliance, and Customer Service to deeply understand their challenges, workflows, and strategic needs.
• Translate complex business problems into clear, actionable product requirements, user stories, and acceptance criteria for engineering teams.
• Own the backlogs and feature prioritisation for engineering teams, working collaboratively to develop services at the right pace and quality.
• Analyze existing internal workflows to identify pain points, inefficiencies, and opportunities for automation, optimisation, and improved user experience.
• Ensure our internal tools support regulatory compliance and maintain the highest standards of data integrity and security.
• Collaborate closely with engineering, design, and program management teams throughout the product development lifecycle, from ideation to launch and iteration.
• Monitor the performance, adoption, and impact of internal tools, using data and feedback to drive continuous improvement.
• Drive replatforming and modernization initiatives for legacy internal systems, ensuring a smooth transition to target state platforms.
• Provide and maintain detailed product documentation, ensuring clarity for both business and technical audiences.

What you bring to the table:

• Proven experience in product management, with a strong focus on internal tools, enterprise software, or platform products.
• A deep understanding of back-office operations within a fast-paced industry, ideally in fintech or a regulated environment (e.g., finance, compliance, fraud, customer support processes).
• Exceptional ability to gather and refine technical, functional, and non-functional requirements, and to translate them into clear, actionable product specifications.
• Strong analytical skills coupled with an inquisitive and investigative nature. You are driven by curiosity and are not afraid to learn or use new tools, write SQL, dig through tickets, or do whatever else it takes for you to frame questions and get data quickly so you and your teams can better understand a problem and prioritise solutions.
• Excellent communication, negotiation, and stakeholder management skills, with a proven ability to influence and collaborate with senior leaders and cross-functional teams.
• Experience in scoping, planning, and managing priorities for engineering teams.
• Self-starter mentality with a bias for action and ability to work independently in a fast-paced, global environment.
• Comfortable working asynchronously in a remote team environment, adapting to different time zones and communication styles.

Bonus points if you have:

• A degree (or equivalent experience) in a quantitative or technical field such as statistics, economics, engineering, or computer science.
• Experience with replatforming or large-scale migration projects for internal systems.
• Familiarity with regulatory requirements in financial services.
• Experience working with technologies like Slack, Google office suite, Databricks, Jira,  AWS services or Java microservices.
• Creativity, flexibility, and the ability to handle ambiguity gracefully.