Director of Product - Member Support

ABOUT THE TEAM

Our team is dedicated to delivering a seamless, high-quality support experience for our global members (customers). You'll join a cross-functional group of product managers, engineers, data scientists, designers, and content writers working collaboratively to research, build, and enhance products that support our members end-to-end.

This is a unique opportunity to shape the future of Tide's support infrastructure and scale it in line with our rapid global growth.

ABOUT THE ROLE

We're looking for an experienced and visionary Director of Product, Member Support to define, execute, and scale our global support products and tooling. This role is critical to driving measurable improvements in member experience and agent efficiency while setting a long-term, best-in-class product vision for the future.

You'll be expected to balance short-term delivery with long-term transformation — executing with precision today while architecting the ecosystem of tomorrow.

As Director of Product, you will

Drive Execution & Short-Term Impact

• Deliver measurable results: Own KPIs for support efficiency, effectiveness, and member satisfaction. Implement solutions that drive immediate, visible improvements in agent productivity and member outcomes.
• Lead execution: Translate the product roadmap into clear, outcome-driven goals and ensure alignment across teams and stakeholders.
• Champion customer and agent needs: Build a deep, data-led understanding of member and agent pain points. Validate assumptions and prioritise high-impact opportunities through robust qualitative and quantitative insights.
• Align stakeholders: Manage expectations and priorities across internal partners to deliver near-term business value while maintaining transparency and collaboration.

Define Vision & Long-Term Strategy

• Shape the future: Define and champion the strategic vision for the Member Support ecosystem — encompassing CRM platforms, back-office tooling, automation frameworks, and Generative & Agentic AI applications.
• Build for scale: Develop a long-term roadmap balancing foundational investment with innovative, market-leading capabilities that deliver excellence at scale.
• Drive innovation: Leverage emerging technologies, including advanced automation and AI, to reimagine agent workflows and transform the member support journey.

WHAT WE ARE LOOKING FOR

We're seeking a strategic, execution-focused product leader who combines strong operational delivery with visionary thinking.

You'll bring:

• Product leadership: 10+ years in Product Management, with a proven ability to deliver impact in complex, high-scale environments.
• Operational enablement expertise: Experience building products that empower or optimise operations functions (such as customer support, onboarding, risk, or service delivery). Direct experience in the Customer Support domain is desirable but not mandatory.
• Scaling success: A strong record of launching and growing products that enhance efficiency, scalability, and customer experience.
• People leadership: Demonstrated ability to build, mentor, and scale high-performing product teams, fostering a culture of ownership and innovation.
• Strategic agility: Capacity to balance near-term delivery with long-term strategic thinking in a fast-paced environment.
• Analytical mindset: Strong problem-solving and decision-making skills, driven by data, insight, and structured reasoning.
• Adaptability: Pragmatic and comfortable with ambiguity; able to create clarity and structure in evolving contexts.
• Market fluency: Awareness of the operational and support technology landscape, including key players, market dynamics, and emerging trends.

WHAT YOU'LL GET IN RETURN

Our location-specific employee benefits are designed to cater to the unique needs of Tideans:

• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities
• Stock Options

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community. #LI-AC1 #LI-Hybrid