Product Manager (Operations)

Skills this role screens for

About the role

ABOUT LENDABLE

Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start:

So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.

We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.

• One of the UK’s most exciting unicorns with a team of over 800 people
• Among the fastest-growing tech companies in the UK
• Profitable since 2017
• Backed by top investors including Balderton Capital and Goldman Sachs
• Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot https://uk.trustpilot.com/review/lendable.co.uk)

Also

JOIN US IF YOU WANT TO

• Take ownership: you are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
• Work in small teams of exceptional people: Lendies are relentlessly resourceful. We challenge the status quo to solve problems and find smarter solutions
• Build the best technology in-house: we use new data sources, machine learning and AI to make machines do the heavy lifting

The work

ABOUT THE ROLE

We are looking for a Product Manager to join our Central Operations team 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. Current focus areas include complaints, fraud and financial crime, customer contact automation, operational reporting and AI-enabled agent assistance.

This is a highly collaborative role, working closely with Operations, Engineering, Data Science, Product, Risk and Compliance.

The work

WHAT YOU’LL DO

• 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
• 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, for example integrating motor, loans and cards with a central complaints tool
• Communicate progress, risks, trade-offs and decisions clearly to senior stakeholders.

Also

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.

Who they want

WHAT WE’RE LOOKING FOR

• Experience as a Product Manager delivering internal tools, operational products, workflow platforms or automation.
• Strong understanding of customer operati