Product Manager – Customer Service Platform

About This Opportunity

We are representing a leading global technology company in their search for a Product Manager to own and evolve their customer service platform. This role sits at the intersection of platform engineering, customer support operations, and user experience—shaping the tools and channels that power millions of support interactions.

You'll be responsible for the product vision behind advisor tooling, multi-channel support access, and the API layer that connects the entire service ecosystem. This is a high-impact role where your work directly improves both the support team experience and the quality of service delivered to end users.

Responsibilities

• Own the product roadmap for internal tools used by customer service advisors, driving efficiency and better user outcomes
• Define and optimise how customers access support across chat, email, social messaging, and emerging channels
• Strengthen the foundational API layer connecting support systems, focusing on reliability, extensibility, and developer experience
• Lead initiatives from discovery through launch, partnering with engineering to ship iteratively and measure impact
• Identify opportunities to apply AI and automation to advisor workflows and routing intelligence
• Collaborate across engineering, design, data science, and operations to build scalable platform capabilities
• Define success metrics, run experiments, and use data to inform prioritisation and measure outcomes

What We're Looking For

• 4+ years of product management experience delivering impactful technology products
• Strong platform and systems thinking; ability to understand how APIs, integrations, and tooling create organisational leverage
• Comfortable engaging in technical conversations around API design, system architecture, and engineering trade-offs
• Experience taking products through full lifecycle from discovery to delivery, balancing quality with speed of learning
• Genuine interest in customer service operations with empathy for both support teams and end users
• Clear communicator who can make complex trade-offs understandable across technical and non-technical stakeholders
• Data-driven decision maker who combines experimentation, customer insight, and judgement
• Collaborative team player who cares about building products that create meaningful outcomes

Location & Working Arrangements

This role is based in London, UK with flexible hybrid working. While there will be some in-person collaboration, you'll have flexibility to work from home as needed.

How We Work With You

Get A Job.ai is representing our client in this search. When you apply through our platform, one of our specialist recruiters will review your background and conduct an initial screen. If there's a strong match, we'll submit your profile to the client and support you through their interview process. Please do not contact the client directly—all applications and communication should go through Get A Job.ai to ensure proper representation.

Equal Opportunity

Get A Job.ai is committed to fair and equitable recruitment practices. We evaluate all candidates based on qualifications and merit, and we encourage applications from individuals of all backgrounds.