Customer Contact Product Manager

Customer Contact 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

• Working closely with the Senior Product Manager to develop the short- and medium-term strategy for your area, aligned with business objectives. 
• Collecting customer insights and working with stakeholders to own and prioritise a backlog, identifying the most valuable features to work on next with demonstrable justification. 
• Working with stakeholders to run discovery on new features and acting as product owner, with the engineering team, to get them designed, refined and delivered. Monitoring the outcomes and identifying opportunities to iterate and improve. 
• Engaging with legal and compliance teams to ensure our changes meet regulatory requirements and deliver great outcomes for customers. 

About you 

• 3-5 years product management experience (or equivalent): this isn’t your first product role and you’re keen to grow by learning from an experienced team. Experience in finance, automotive or a contact centre environment would be a strong advantage. 
• 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 communicator:excellent written and verbal communication. You are equally happy talking tickets with engineers, customer problems with the Ops team or reporting upwards 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. 
• Pragmatic and value focussed: you prioritise delivering meaningful outcomes over following a perfect process. You help the team improve how we work over time while keeping delivery moving. 
• Comfortable with ambiguity: you can take problems that aren’t fully defined and work with others to shape them into clear, actionable work. 

This role is based in our offices in London or Manchester. We are working flexibly, combining in-person workshops and design sessions with remote work. Occasional travel to our offices in London and Manchester will be required (travel expenses paid when travelling to an office which isn’t your contracted base). 

👩‍💻 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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