Product Operations Manager - Global Support (Fintech)

TL;DR

Product Operations Manager (Global Support, Fintech): Acting as L1 technical escalation point for global customer service and commercial teams, performing triage on product issues and driving resolutions with engineering squads. With an accent on issue lifecycle ownership, knowledge management, AI solutions, and operational reporting. Focus on surfacing patterns from support tickets to inform product improvements, cross-functional collaboration, and maintaining Jira accuracy post-releases.

Location: London, UK (Hybrid)

Company

Leading financial operations company offering global business accounts, payments to 180+ countries in 30+ currencies, currency risk management, corporate cards, and integrations with accounting/HRIS software. Headquartered in Sydney, Australia, with offices worldwide.

What you will do

• Act as L1 escalation for global service and commercial teams: triage tickets, reproduce issues, resolve directly or escalate with clear reproduction steps.
• Own full issue lifecycle, track progress, ensure SLA compliance, and maintain accurate Jira records post-releases.
• Build and maintain knowledge base, SOPs, playbooks, FAQs, and AI-powered solutions to empower frontline teams and reduce manual effort.
• Track support metrics (ticket volume, resolution times, SLA performance) and create dashboards for stakeholders.
• Surface recurring issues and patterns to Product and Engineering for long-term fixes.
• Collaborate with service, commercial, engineering, delivery, and product teams to align on releases and support risks.

Requirements

• Bachelor's degree in a relevant field with strong academic achievement.
• 5+ years in Technical Support, Product Operations, Support Engineering, or Business/Systems Analysis, with experience resolving complex issues end-to-end.
• Methodical problem-solving to identify root causes (user error, config, defect) independently.
• Strong written communication for technical escalations and non-technical updates.
• Hands-on experience with Jira and Confluence for issue tracking and documentation.
• Proactive learning of product changes and interest in how products function.

Nice to have

• Experience in financial services technology (Payments, Cards, FX, Treasury workflows).
• Background building knowledge resources, SOPs, and resolution guides to reduce repeat tickets.

Culture & Benefits

• Hybrid work model with work-life balance and flexibility in an inclusive, diverse, non-hierarchical culture.
• Learning opportunities: leadership training, secondments, internal mobility, online learning library.
• Make a Difference program: volunteer days, matched giving, quarterly charity nominations.
• Rewards and recognition: peer shout-outs, quarterly/annual awards, milestones.
• Social events via employee-led Good Vibes committees for wellbeing and team engagement.
• Benefits: 16 weeks gender-neutral parental leave, birthday leave.