Product Operations Manager

This Product Operations Manager role is focused on be the L1 escalation point for Service and Commercial teams globally, receiving and owning technical tickets they are unable to resolve at the frontline. It would suit someone who can bring careful technical judgement and practical problem-solving to the role.

Where the work sits

With L2/L3 engineering and delivery teams you'll show up as a prepared and credible partner someone who brings context and clarity. When issues are at risk of breaching SLA you'll proactively follow up with L2/L3 teams and help clear blockers.

How the role works day to day

Be the L1 escalation point for Service and Commercial teams globally, receiving and owning technical tickets they are unable to resolve at the frontline. Track and report on ticket volume, resolution times, L1 resolution rates and SLA performance giving leadership a clear picture of support health. Build and maintain an internal knowledge base, known issues, workarounds, resolution guides and FAQs that helps service and commercial teams handle common problems with confidence.

Practical details

• Additional detail: Training or development support may be provided.

What needs to be in place

• A preference for resolving things at L1 before escalating with the judgement to know when L2/L3 is genuinely needed and the communication skills to make that handoff smooth.
• A great work environment. Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture.
• Experience in financial services technology or working knowledge of Payments, Cards, FX, or Treasury and the technical workflows behind them would be a real advantage.

Job details

• Benefits mentioned: Training