Product Manager (AI)

TL;DR

Product Manager (AI): Driving automation in the Operations department, designing and implementing automated customer experiences using AI chatbots and agents with an accent on solving problems, scaling impactful solutions, and driving innovation. Focus on leading AI journey identification, scoping, implementation, analyzing customer call flows, designing improved IVR routing and voice-AI experiences, and optimizing AI Agent performance through data.

Location: Hybrid role based in London, UK. Office attendance required Tuesday-Thursday, with optional remote work on Monday and Friday. Occasional trips to the customer service office in Kent.

Company

hirify.global is a profitable fintech unicorn founded in 2014, building technology to help people get credit and save money across loans, credit cards, and car finance in the UK and US markets.

What you will do

• Lead the identification, scoping, and implementation of new AI journeys on email/chat, focusing on resolution rate and QA scores.
• Analyze customer call flows and behavioral pathways to design improved IVR routing and voice-AI experiences.
• Leverage data to monitor and report on AI Agent performance and create long-term roadmaps for non-human resolution.
• Manually review customer conversations to diagnose failure points and inform prompt/policy design for chatbots.
• Write, test, and iterate on high-performing prompts for context-aware, compliant, and accurate AI responses.
• Partner with product teams to prioritize self-serve features and ensure necessary data exposure for personalized responses.

Requirements

• 2+ years of work experience in an analytical role within Tech, Finance, or Management Consulting.
• Strong analytical skills, including data exploration, funnel analysis, and experiment design.
• Experience improving operational processes or working on efficiency-focused product initiatives.
• Excellent written communication skills, with the ability to craft clear AI prompts.
• Strong cross-functional project management abilities.
• Familiarity with support automation platforms, ideally Intercom/Fin or similar conversational AI tools.

Nice to have

• Experience working in a start-up/scale-up environment.
• Experience in credit cards, lending, payments, or fintech.
• Experience with AI-driven or automated customer interactions (e.g., chatbot design, prompt writing).
• Understanding of backend data structures and APIs.
• Exposure to customer support operations or customer experience design.

Culture & Benefits

• Opportunity to scale one of the world’s most successful fintech companies.
• Best-in-class compensation, including equity.
• Hybrid work model: remote on Monday and Friday, in-office Tuesday-Thursday in London.
• In-house chefs prepare fresh, healthy lunches in the office every Tuesday-Thursday.
• Private health insurance coverage for physical and mental well-being.
• Commitment to being an inclusive and open workspace in London.

Hiring process

• Screening Call with a recruiter.
• Task to complete in your own time.
• 45-minute interview with a Head of Product.
• Final Interviews with stakeholders.