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 employees 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 customersby 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 importantlywe finance people. Since 2016 weve supported tens of thousands of customers on their car buying journey

As an employer your career is important to us. Were 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.

Werelooking 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 effectivelyefficientlyand in line with FCA closely with operationally teamsand will balance strategic work with hands on delivery.

The Role

• Working closely withthe Senior Product Managerto develop theshort- and medium-termstrategy for your areaalignedwith businessobjectives.
• Collecting customer insights and working withstakeholdersto own and prioritise a backlogidentifyingthe 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 designedrefinedand delivered. Monitoring the outcomes andidentifyingopportunities 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):thisisntyour first product role andyourekeen 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 andarentafraid 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 theOpsteam or reporting upwards to senior stakeholders.
• Problem solving and analytical skills:you can quickly understandnew problemsidentifykey drivers behind specificoutcomesand can find a simple path through complexity. You are data-driven and understand the importance of our key metrics to our teams 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 perfectprocess. You help the team improve how we workover timewhile keeping delivery moving.
• Comfortable with ambiguity: you can take problems thatarentfully 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 berequired(travel expenses paid when travelling to an office whichisntyour 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 Oodlers mind when making business decisions.

• Embrace being human empathy and diversity make us stronger.
• Strive for awesome its awesome when we do better every day.
• Everyones a builder were in this together and we win as a team.
• Bravely honest were honest with ourselves and everyone else.
• Think customer theyre 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.

Wed 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

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