Product Manager

Product Manager

🌏 London / Manchester

💷 Discretionary Company Bonus Scheme

⏰ Monday – Friday (37.5 hours per week - hybrid)  

💖 Our perks  

• 🌏25 days holiday (rising to 28 after 3 years’ service) plus bank holidays, to take time to recharge and do something you love. 
• 🤒 Private Medical - via vitality, with reward schemes paid for you and your family.
• 🤒 Health cash plan - via Simply Health for employee's and children claiming money back for dental, optical, etc
• 👍Pension – Oodle will contribute 5% of your salary into your pension pot to help you save for the future
• 🪙Life Assurance - 4 x annual salary - benefit funded by Oodle 
• 🥝Free breakfast, drinks and fruit in the office – you can help yourself to cereals, toast, fizzy drinks and lots of fruit. 
• 🤟Employee discounts – discounts you can access anywhere, anytime for all major shops. 
• 👌1 day volunteer day per year – an opportunity to give back to the community each year.
• ⭐Mental health care – 6 free counselling sessions via our EAP (Employee Assistance Programme). 
• 🤧Paid sick leave – enhanced company sick pay.  
• 👨‍Enhanced family leave – we provide enhanced family leave for primary and secondary caregivers.

🚗 Oodle – who are we? 🚗

Our mission is to empower our customers by delivering simple experiences, straightforward lending products, and compassionate support, from application to final payment – and beyond.

Upgrading. Growing a family. Fresh starts. Big moves. Bumps in the road. - we finance cars, but more importantly, we finance people. Since 2016, we’ve supported tens of thousands of customers on their car buying journey

As an employer, your career is important to us. We’re committed to creating an environment where you can thrive as yourself. We celebrate diversity and inclusion, actively working to make sure every team member feels supported on their journey with us. Our Talent Development team is here to support your growth, providing opportunities for learning, development, and career progression.

We’re looking for a Contact Centre Product Manager to take ownership of Connex, our customer contact platform that underpins every customer interaction. This role will ensure that our agents have the right tools to support our customers effectively, efficiently and in line with FCA regulations. You’ll work closely with operationally teams and will balance strategic work with hands on delivery.  

🙌 The Role

The role and Team

Each Product team at Oodle is responsible for delivering reliable, compliant and scalable customer experiences that drive good outcomes for both customers and the business. We work closely with engineers, data scientists, designers and operational teams to build systems that support customers and the colleagues who serve them. 

You’ll be part of the Product team within our Customer Management function, focusing on the customer journey from the point of acquisition through to the end of the agreement. 

In this role, you’ll focus on improving the tools and experiences used by both customers and internal teams, while ensuring our platform and processes remain compliant, efficient and scalable. 

You’ll work closely with stakeholders across operations, including customer services, collections and complaints, with regular engagement across the wider business and exposure to senior leadership. 

As a team we solve problems like: 

• How can we simplify operational processes and reduce manual work for internal teams? 
• What improvements can we make to ensure our platform scales effectively as the business grows? 
• How can we improve the reliability and clarity of customer communications in a regulated environment? 
• How do we ensure customers in financial difficulty receive fair and consistent outcomes? 
• How do we ensure our customer journeys meet evolving regulatory and compliance requirements? 

What you’ll be doing 

Your day-to-day work will involve balancing longer-term platform improvements with delivering changes required to support regulatory, operational and business needs. This may include: 

• Working with the Senior Product Manager to prioritise and deliver improvements to the platform and customer journeys  
• Managing and maintaining a backlog of platform improvements, regulatory requirements and operational enhancements  
• Collaborating with engineering teams to define, refine and deliver changes that improve system reliability, scalability and operational efficiency  
• Working closely with operations, legal and compliance teams to ensure changes meet regulatory requirements and deliver fair outcomes for customers  
• Supporting internal and external audits by providing product context, documentation and evidence of how systems and processes operate  
• Monitoring the performance of delivered changes and identifying opportunities to improve outcomes or simplify processes  
• Supporting the continuous improvement of internal tools and workflows used by customer service, collections and complaints teams 

About you 

• At least 2 years product management experience (or equivalent): this isn’t your first product job and you’re keen to grow by learning from an experienced team. Ideally have worked in a startup or scale up environment, with experience in finance or the automotive industry. 
• Experience running agile product teams: you know your stand ups from your retros and how to deliver results 
• Ruthless prioritisation skills: you know how to decide what to do next and aren’t afraid to make tough decisions. You understand trade-offs between competing priorities and understand how to strategically and tactically manage a backlog to get the most out of your team 
• Strong communication skills: you can clearly communicate with a range of audiences, from engineers and operational teams through to senior stakeholders 
• Problem solving and analytical skills: you can quickly understand new problems, identify key drivers behind specific outcomes and can find a simple path through complexity. You are data-driven and understand the importance of our key metrics to our team’s success. 
• Interpersonal skills: you are humble, you quickly build trust and personal relationships within and outside your team. You know when to seek consensus or escalate a decision depending on a situation 

This role is based in our offices in London or Manchester. We work flexibly, combining remote working with in-person collaboration, and typically spend at least a couple of days a week together in the office. 

Occasional travel between our London and Manchester offices will be required (with expenses covered when travelling to a non-contracted location).

👩‍💻 Hiring Process  

• ☎️ Preliminary Interview (30 mins) 
• 📹 Face to Face Interview (1 hour)
• 📲 Final Interview (45 mins) 

💚 Our Values   

Our values are our personal brand and lay the foundation of what we care about the most. They provide us with guidance, so we can work towards the same goals. They are our DNA and are kept at the forefront of our Oodler’s mind when making business decisions.   

• Embrace being human – empathy and diversity make us stronger.  
• Strive for awesome – it’s awesome when we do better every day.  
• Everyone’s a builder – we’re in this together and we win as a team.  
• Bravely honest – we’re honest with ourselves and everyone else.  
• Think customer – they’re at the heart of everything we do. 

To find out more about our culture and what happens at Oodle check out our LinkedIn and Instagram.  

Oodle is proud to be an inclusive workplace, and we recognise diversity of experience, thoughts and backgrounds leads to better customer outcomes and an environment where our colleagues can thrive. We have several DEI networks which are made up of our ‘Oodlers’ who strive to make positive impacts to our cultures. 

We’d love if you could submit your application online, but if you need an alternative method or need reasonable adjustments to take part in the interview process, please email [email protected].

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