Product Operations Manager

The Product Operations Manager is the glue between Product Technology and Global Sales/Service. You are responsible for driving operational excellence through high-quality Level 1 technical support and the strategic adoption of AI-driven workflows. By understanding the deep connections between our product systems and business functions you resolve immediate technical challenges while building the data-driven insights needed to optimize the global user experience.

What youll do:

Incident Management & Service Delivery

• Global Incident Response: Execute a globally scaled response process to minimize service disruptions and maintain a seamless customer experience across all time zones.
• Triage & Resolution (L1 Support): Act as the primary point of contact to monitor triage and prioritize client issues. Perform initial technical diagnoses to resolve issues operationally or provide high-quality documentation for engineering escalations.
• AI-Enhanced Support: Deploy and manage AI Agents to automate initial triage synthesize complex ticket data and provide instant resolutions for common technical queries.
• Escalation Pathing: Adhere to and enforce escalation protocols for high-impact issues ensuring that critical bugs reach the right engineering squads with all necessary diagnostic data.
• SLA Stewardship: Uphold rigorous service level agreements (SLAs) ensuring global operational teams receive responsive world-class technical support.

Operational Lifecycle & Process Optimization

• Feedback Loop Management: Facilitate the product feedback loop by capturing frontline technical insights to inform launch readiness and post-launch support requirements.
• Domain Expertise: Maintain and optimize processes within core financial domains including Payments Cards and Treasury ensuring product systems support these complex workflows.
• AI Agent Integration: Identify and scope opportunities for AI Agents to take over high-volume repetitive L1 tasks reducing manual overhead for the global team.
• Tooling & SOPs: Maintain and optimize incident management tools (e.g. Jira Salesforce) and internal playbooks to ensure Standard Operating Procedures (SOPs) stay current with product updates.

Product Insights & Continuous Improvement

• Operational Health Tracking: Use support data to provide actionable insights into product performance and identify areas where L1 efficiency can be improved.
• Trend Analysis: Analyze support ticket volume and client friction points to identify recurring themes helping Product teams prioritize long-term fixes over short-term patches.
• Dashboarding: Build and maintain real-time reports and dashboards to visualize ticket trends AI deflection rates and resolution health for stakeholders.
• Knowledge Management: Develop and curate a comprehensive internal knowledge base to empower global teams with the latest product technical documentation.

Cross-functional Collaboration

• Workflow Alignment: Ensure clear communication across departments as you implement new AI-supported support workflows and system changes.
• Global Coordination: Collaborate daily with distributed delivery and product teams to bridge the gap between technical issues and business operational efficiency.

Qualifications :

What you bring:

• Bachelors degree in relevant field with high academic achievement
• 5 years in Product Operations Technical Support Engineering or a related technology-driven role with a track record of supporting complex multi-layered products.
• Strong ability to diagnose root causes across product systems distinguishing between front-end user errors operational process gaps and deep-seated engineering bugs.
• Proven experience or a high-level aptitude for scoping and scaling Agentic AI or intelligent automation to handle high-volume support tasks and improve response times.
• Comfortable navigating large datasets to identify support trends monitor SLA performance and build dashboards that translate ticket volume into actionable product insights.
• Excellent interpersonal skills with the ability to influence and align with diverse stakeholders (Product Engineering Sales and Support) across different time zones.
• Prior experience in Foreign Exchange (FX) Payments Cards or Treasury is highly preferred specifically regarding the underlying technical workflows of these domains.
• Hands-on experience with the Atlassian Suite (Jira Confluence) and ROVO Chat. Proficiency in using these tools to manage incident lifecycles and internal knowledge.
• Experience building and maintaining structured knowledge management systems (SOPs FAQs and Playbooks) that empower both automated AI agents and human teams.
• A motivated self-starter who thrives in a fast-paced global environment and can operate independently while staying deeply connected to the teams collective goals.

Additional Information :

Were OFXers because we want to make a difference. We see challenges as opportunities and were not afraid to roll up our sleeves to get stuff done. Were committed to making things easier for our clients pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.

We operate as one team cross-functionally and globally to drive outcomes that deliver excellence for our customers. Were curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.

• Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career with leadership training secondments internal mobility and access to a large library of online learning.
• Make a difference. Through our Make a Difference program we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day which OFXers can use together or individually as well as matched giving and the opportunity to nominate charity of choice every quarter.
• Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers effort technical expertise or support through a range of global and regional channels and awards including quarterly and annual awards milestones and shout outs.
• Showing our social side. Our Good Vibes employee-led committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether its a wellbeing activity end of year celebration or a monthly team get-together our team wants you to feel welcome!
• Benefits that mean something. We offer a range of fantastic benefits including primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave youll feel well-supported at OFX.
• A great work environment. Enjoy work-life balance and flexibility with our hybrid work model in an inclusive diverse and non-hierarchal culture.

We may use artificial intelligence (AI) tools to support certain stages of the hiring process. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are always made by humans. While our Applicant Tracking System (ATS) includes AI features we do not rely on the features to review or assess resumes against job requirements. All resumes are manually reviewed by our hiring team.

#LI-Hybrid

At OFX we are committed to fostering a diverse inclusive and accessible workplace where we value respect and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process please email us at .

We encourage you to apply if this role aligns with your career aspirations.

Remote Work :

No

Employment Type :

Full-time