As the
Lead Product Manager for Support Experiences
, you will own the end-to-end vision, strategy, and execution for what truly best-in-class member support
looks like at Tide. This is a pivotal role that requires a keen design eye, the ability to build a compelling target state, and the hands-on drive to make that vision a reality across all our markets.
Key Responsibilities:
-
Define and Drive the Vision:
Create a compelling, ambitious, and member-centric product vision
for Tide s support experience. You will be the internal champion for how support can be a key driver of member satisfaction and retention. -
Strategy and Roadmap:
Develop a comprehensive product strategy
and maintain a clear, quarterly-aligned roadmap (connected to company OKRs) that balances tactical execution with long-term strategic goals. You will be the focal point for all prioritization decisions in your domain. -
AI-First Design:
Leverage your experience to embed AI and automation
at the core of our support product, defining and executing on next-generation, AI-first member-facing experiences from the ground up. -
Cross-Functional Execution:
Collaborate seamlessly with diverse cross-functional teams, including Engineering, Design, Operations, and external toolchain vendors, to ensure flawless delivery and successful value realisation for our members and the Member Support organisation. -
Measure and Optimize:
Define key performance indicators ( KPIs
) and business metrics, rigorously measuring product performance to quantify value and drive data-informed decisions. You will be the go-to person for metric-focused alignment across stakeholders. -
Hands-On Leadership:
Lead by example. You will be a hands-on
PM, taking direct ownership of business metrics and product outcomes. You will also lead, mentor, and inspire other Product Managers, fostering a culture of member-first, data-driven thinking.
What we're Looking For
Essential Experience:
-
Product Management Background:
10+ years of progressive experience in managing product for customer/member support experiences
, ideally within a fast-growing FinTech or high-scale e-commerce company across multiple geographies. -
AI/Automation Experience:
Proven track record
in launching and scaling complex, AI-first/automation-driven
member-facing support products. -
Strategic Tactical Acumen:
Demonstrated ability to zoom out
and define a strategy while simultaneously being hands-on
in execution, writing detailed requirements, and collaborating directly with engineers and designers. -
Quantifying Value:
Expert in quantifying the potential commercial and operational benefit of all major product decisions, including cost savings, efficiency gains, and member satisfaction improvements. -
Product Leadership:
Experience leading, mentoring, and managing other Product Managers, with a desire to foster their growth and development.
Key Competencies:
-
Design-Centric Thinking:
A keen design eye
and an obsession with user experience, capable of creating and articulating a vision for what best-in-class UX
in a support environment should look like. -
Influence and Alignment:
Exceptional communication skills, verbal, written, and listening to speak effectively across a wide spectrum of internal and external stakeholders (technical, operations, executive, frontline, multi-geo teams). -
Stakeholder Management:
Proven ability to thrive and drive results in a complex, fast-paced, multi-stakeholder global environment. -
Product Evangelist:
You are deeply ingrained in best-in-class product research and development practices, willing to evangelize and influence others to secure high-quality alignment and execution.
WHAT you'll GET IN RETURN:
- Competitive salary
- Self Family Health Insurance
- Term Life Insurance
- OPD Benefits
- Mental we'llbeing 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 LD activities
- Stock Options
