Lead Product Manager Support experiences

ABOUT TIDE

At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting.

Tide is transforming the small business banking market with over 1.6 million members globally across the UK India Germany and France. Using advanced technology all solutions are designed with SMEs in mind. With quick onboarding low fees and innovative features we thrive on making data-driven decisions to help SMEs save both time and money.

Tide facts:

• Tide is available for UK Indian German and French SMEs
• Over 1.6 million members: 800000 UK and 800000 in India and growing rapidly
• Over $200 million raised in funding
• Over 2500 Tideans globally - were diversity champions!
• We have offices in Central London with a member support and technology centre in Sofia Bulgaria technology centres in Serbia Romania Lithuania and Hyderabad and offices in Gurugram and New Delhi India

About the Role

As the Lead Product Manager for Support Experiences you will own the end-to-end vision strategy and execution for what truly best-in-class member support looks like at Tide. This is a pivotal role that requires a keen design eye the ability to build a compelling target state and the hands-on drive to make that vision a reality across all our markets.

Key Responsibilities:

• Define and Drive the Vision: Create a compelling ambitious and member-centric product vision for Tides support experience. You will be the internal champion for how support can be a key driver of member satisfaction and retention.
• Strategy and Roadmap: Develop a comprehensive product strategy and maintain a clear quarterly-aligned roadmap (connected to company OKRs) that balances tactical execution with long-term strategic goals. You will be the focal point for all prioritization decisions in your domain.
• AI-First Design: Leverage your experience to embed AI and automation at the core of our support product defining and executing on next-generation AI-first member-facing experiences from the ground up.
• Cross-Functional Execution: Collaborate seamlessly with diverse cross-functional teams including Engineering Design Operations and external toolchain vendors to ensure flawless delivery and successful value realisation for our members and the Member Support organisation.
• Measure and Optimize: Define key performance indicators (KPIs) and business metrics rigorously measuring product performance to quantify value and drive data-informed decisions. You will be the go-to person for metric-focused alignment across stakeholders.
• Hands-On Leadership: Lead by example. You will be a hands-on PM taking direct ownership of business metrics and product outcomes. You will also lead mentor and inspire other Product Managers fostering a culture of member-first data-driven thinking.

What Were Looking For

Essential Experience:

• Product Management Background: 10 years of progressive experience in managing product forcustomer/member support experiences ideally within a fast-growing FinTech or high-scale e-commerce company across multiple geographies.
• AI/Automation Experience: Proven track record in launching and scaling complex AI-first/automation-driven member-facing support products.
• Strategic & Tactical Acumen: Demonstrated ability to zoom out and define a strategy while simultaneously being hands-on in execution writing detailed requirements and collaborating directly with engineers and designers.
• Quantifying Value: Expert in quantifying the potential commercial and operational benefit of all major product decisions including cost savings efficiency gains and member satisfaction improvements.
• Product Leadership: Experience leading mentoring and managing other Product Managers with a desire to foster their growth and development.

Key Competencies:

• Design-Centric Thinking: A keen design eye and an obsession with user experience capable of creating and articulating a vision for what best-in-class UX in a support environment should look like.
• Influence and Alignment: Exceptional communication skills verbal written and listeningto speak effectively across a wide spectrum of internal and external stakeholders (technical operations executive frontline multi-geo teams).
• Stakeholder Management: Proven ability to thrive and drive results in a complex fast-paced multi-stakeholder global environment.
• Product Evangelist: You are deeply ingrained in best-in-class product research and development practices willing to evangelize and influence others to secure high-quality alignment and execution.

WHAT YOULL GET IN RETURN:

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities
• Stock Options

TIDEAN WAYS OF WORKING:

At Tide we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.

While remote work is supported we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building where we encourage regular in-person gatherings to foster a strong sense of community.

TIDE IS A PLACE FOR EVERYONE

At Tide we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity religion sexual orientation gender identity family or parental status national origin veteran neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members diverse needs and lives.

We are One Team and foster a transparent and inclusive environment where everyones voice is heard.

At Tide we thrive on diversity embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity religion sexual orientation gender identity or disability. Our inclusive culture is key to our success helping us build products that meet our members diverse needs. We are One Team committed to transparency and ensuring everyones voice is heard.

• Tide doesnotcharge any fees at any stage of the recruitment process.
• All official Tide job opportunities are listed exclusively on ourCareers Pageand applications should be submitted through this channel.
• Communication from Tide will only come from an official@tide.coemail address.
• Tide does not work with agencies or recruiters without prior formal engagement and we do not authorize third parties to make job offers on our behalf.

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