You own launch readiness and success, providing the formal confirmation of "we are ready" or "we are not ready" for every release across User Support.
You will build and maintain launch playbooks, setting standard checklists to ensure we remain coordinated as our launch volume increases.
You will own post-launch reporting and act as a key stakeholder in retrospectives, synthesising what went well and what users struggled with into actionable narratives.
You will act as the point of contact for product teams, using Slack and Linear to manage visibility, track progress, and ensure support has a voice in product decisions.
You will define tagging taxonomies in Intercom to ensure we are capturing the right data to turn user friction into actionable narratives for product teams.
You line manage a team (~2-3 people), owning their performance reviews, career development, and delivery against pod priorities.
You will run pod leads syncs, setting weekly priorities, ensuring consistency across all workstreams and flagging capacity risks to leadership.
You will spend ~15% of your time online as a senior resource responding directly to users, ensuring you stay grounded in the current product experience.
As part of the User Support team, you will participate in the senior weekend cover rota to ensure our users are supported seven days a week.

You have a proven track record of coordinating successful product launches in a fast-paced environment.
You have strong project management skills and are comfortable managing multiple concurrent timelines and cross-functional stakeholders.
You have an accountable mindset, setting high standards and holding people to them rather than simply chasing a to-do list.
You are comfortable interpreting user data and adoption metrics to ensure we are capturing the right insights for the business.
You have experience managing senior individual contributors and can work constructively across product, engineering, and design.
You're a seasoned User Support Manager or Support Operations lead with a proven track record of managing product releases in a fast-moving SaaS or HealthTech environment.

£400 flexible benefits budget via Happl — spend it on private health insurance, wellness providers and more
Flexible Working: We are an office first culture and ask that you're in our (dog-friendly) Shoreditch office 3 days a week
Family matters: We offer enhanced parental leave, fertility support and parental loss support
We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!

User Support Operations Manager – Product

Key skills