Senior Product Manager (Operations, Fraud & Support)

TL;DR

Senior Product Manager (Operations, Fraud & Support): Own the member experience and internal tooling for handling fraud, support, and operations issues in a fintech product with an accent on reducing contact rates, improving resolution times, and embedding AI-powered automation. Focus on designing self-service flows, internal agent tools, and AI integration to enhance operational efficiency and member satisfaction.

Location: Based in London, UK with hybrid work requiring at least 3 days in the Hoxton office

Salary: £90,000 - £112,000 per year

Company

hirify.global is a fintech startup building a financial membership product focused on fair and conscious credit services, headquartered in London.

What you will do

• Build in-app self-service experiences for members to resolve issues like disputes, fraud reporting, and account recovery without human support.
• Own and improve internal tooling for Support, Fraud, and Operations teams to increase efficiency and reduce handling time.
• Identify root causes of member contacts and implement upstream fixes to reduce contact rates.
• Embed AI and automation to enhance member interactions and agent workflows, including chat, summarization, and auto-classification.
• Set and track key performance metrics such as contact rate, average handling time, resolution time, and CSAT.

Requirements

• Location: Must be based in or near London, UK with hybrid office attendance (minimum 3 days/week).
• English: C1 level or higher required.
• Experience shipping products that reduce operational load, including self-serve flows and internal tooling.
• Strong ability to work across diverse teams (Fraud, Operations, Support) and build trust.
• Data-driven mindset with SQL skills and ability to make decisions with ambiguous data.
• Practical experience with AI/ML-powered products in production environments.

Nice to have

• Experience in early-stage or fast-growing teams.
• Background in fraud, support, and operations domains.
• Experience in fintech or regulated product environments.

Culture & Benefits

• Hybrid work with office in Hoxton, London; mandatory office presence on Mondays and at least 3 days per week.
• Competitive salary plus £76,000 - £104,000 stock options.
• 35 holidays including public leave, private healthcare with mental health, dental, and vision coverage.
• Enhanced parental leave, learning & training allowance, team-building offsites in the UK and abroad.
• Regular team events, cycle-to-work scheme, and a values-led work environment.

Hiring process

• Initial call with hiring manager.
• Experience interview focusing on technical background.
• Problem-solving interview with whiteboard session.
• Values interview with wider team members.
• Reference checks and compliance background checks.
• Offer contingent on right to work and background checks.