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Director of Product - Member Support

Director of Product - Member Support

Tide Software

10 - 15 years

35 - 40 Lacs

bengaluru

Posted:-1 days ago| Platform:

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Skills Required

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Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

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Director of Product - Member Support