Partner closely with the Customer Support team to identify, design, and deliver automation opportunities that improve both operational efficiency and service quality for customers
Lead end-to-end delivery of automated support workflows, from discovery and prioritisation through rollout and impact measurement
Collaborate with engineers, data analysts, and support operations to build scalable, AI-powered solutions that reduce manual effort and increase customer satisfaction
Use data and feedback loops to continuously optimise automated systems and improve customer experience metrics (e.g., CSAT, resolution time, first contact resolution)
Define success metrics and KPIs for automated support initiatives and monitor performance post-launch
Conduct regular user research and gather feedback from both customers and support agents to inform product decisions
Balance short-term wins and long-term strategic initiatives to deliver impactful automation while maintaining operational stability
Ensure compliance with data privacy, security, and regulatory requirements in AI-powered support workflows

Previous experience automating customer support workflows, ideally using AI workflow automation tools
Hands-on experience with AI support platforms such as Sierra, or similar tools (Intercom Fin, Zendesk AI, Forethought, etc.)
Proven Product Management experience, including roadmap ownership, stakeholder management, and delivery of measurable impact
Strong ability to collaborate cross-functionally with support, engineering, and leadership teams
Excellent prioritisation skills, with a track record of focusing on the highest-impact opportunities
Demonstrated ability to drive measurable outcomes, including reducing costs, improving efficiency, or enhancing customer experience
Experience defining KPIs and success metrics for AI-driven products and optimising based on data insights
Familiarity with designing scalable, reliable, and maintainable automated workflows
Comfort working with technical teams to understand model capabilities and limitations, and translating these into product requirements
Strong analytical skills, with experience using metrics and qualitative feedback to make informed product decisions

A competitive salary
BUPA health insurance
Discounted gym membership through BUPA
Hybrid working
Pension scheme
Motorway car leasing scheme
lease a zero-emissions electric vehicle at a significant discount
Enhanced parental leave
We offer enhanced maternity pay (26 weeks of full pay) and enhanced paternity pay (4 weeks of full pay) to eligible employees.
Workplace nursery scheme
Regular social events
Cycle to work scheme

Senior Product Manager, Automation

Key skills