Product Operations Manager – Global Support

The Product Operations Manager sits at the intersection of customer facing teams and the engineering and delivery squads who build and maintain our platform. This role is a natural fit for someone with a background as a Business Systems Analyst and someone who knows how to interrogate a system trace a problem to its source and communicate findings clearly across both technical and business audiences. You are the L1 technical escalation point for our global customer service and commercial teams the first line of defence when they encounter product issues they cannot resolve themselves. You take full ownership of every issue raised performing detailed triage and driving resolution either directly or through structured escalation to L2/L3 engineering and delivery a business that ships frequent product releases you are also expected to stay ahead of whats changing proactively learning new functionality as the product evolves.

What Youll Do

L1 Triage & Technical Support

• Youll be the L1 escalation point for Service and Commercial teams globally receiving and owning technical tickets they are unable to resolve at the frontline.
• For every incoming ticket youll perform structured triage reproducing issues in the platform gathering diagnostic information and identifying whether the root cause is a user error a configuration gap or a genuine product defect.
• Where you can resolve an issue directly at L1 thats always the goal. Where L2/L3 escalation is the right call youll put together clear triage details and reproduction steps so engineering can get moving quickly.

Issue Lifecycle Ownership

• Youll take ownership of every issue from raised to resolved keeping things moving communicating progress and making sure nothing falls through the cracks.
• When issues are at risk of breaching SLA youll proactively follow up with L2/L3 teams and help clear blockers.
• Youll keep Jira records accurate and up to date reviewing open tickets after each release to close or update them as needed.

Knowledge Management & AI Solutions

• Youll build and maintain an internal knowledge base known issues workarounds resolution guides and FAQs that helps service and commercial teams handle common problems with confidence.
• Keeping SOPs and playbooks current with each product release is an important part of the role and documenting resolutions ensures the whole team benefits rather than knowledge sitting with individuals.
• Youll also build and maintain AI-powered solutions that help automate common support interactions reducing manual effort and improving response times for frontline teams.

Operational Insights & Reporting

• Youll track and report on ticket volume resolution times L1 resolution rates and SLA performance giving leadership a clear picture of support health.
• When the same issues keep appearing youll surface those patterns to Product and Engineering turning frontline insight into longer-term fixes rather than repeated manual resolutions.
• Youll maintain dashboards that give stakeholders a clear view of support trends and where improvements would have the most impact.

Cross-functional Collaboration

• Youll work closely with service and commercial teams making sure they feel informed and supported.
• With L2/L3 engineering and delivery teams youll show up as a prepared and credible partner someone who brings context and clarity.
• Regular engagement with Product Managers will help you stay across upcoming releases flag support risks ahead of launch and feed frontline experience back into how the product develops.

Qualifications :

What You Bring

• A Bachelors degree in a relevant field with strong academic achievement.
• Around 5 years or more in Technical Support Product Operations Support Engineering or Business/Systems Analysis with a track record of seeing complex technical issues through from start to finish.
• A methodical approach to problem-solving on a live platform comfortable narrowing down root causes and determining the right path forward independently. A background in business or systems analysis is great preparation for this.
• A preference for resolving things at L1 before escalating with the judgement to know when L2/L3 is genuinely needed and the communication skills to make that handoff smooth.
• Strong written communication across audiences clear escalation documentation for engineering teams and accessible updates for non-technical stakeholders.
• Hands-on experience with Jira and Confluence for issue management and internal documentation.
• Experience in financial services technology or working knowledge of Payments Cards FX or Treasury and the technical workflows behind them would be a real advantage.
• A genuine interest in how products work and the inclination to go and find out rather than wait to be told.
• Experience building knowledge resources SOPs issue logs resolution guides that reduce repeat tickets and empower frontline teams.

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