Product Manager (Operations)
Lendable · London, England
ABOUT LENDABLE
Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start:
- One of the UK’s most exciting unicorns with a team of over 800 people
- Among the fastest-growing tech companies in the UK
- Profitable since 2017
- Backed by top investors including Balderton Capital and Goldman Sachs
- Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot https://uk.trustpilot.com/review/lendable.co.uk)
So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.
We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.
JOIN US IF YOU WANT TO
1. Take ownership: you are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
2. Work in small teams of exceptional people: Lendies are relentlessly resourceful. We challenge the status quo to solve problems and find smarter solutions
3. Build the best technology in-house: we use new data sources, machine learning and AI to make machines do the heavy lifting
ABOUT THE ROLE
We are looking for a Product Manager to join our Central Operations team and improve how our operational teams serve customers at scale.
Central Operations works across UK and US products to build tools, automation, data capabilities and workflows that make customer service faster, more efficient and more consistent. Current focus areas include complaints, fraud and financial crime, customer contact automation, operational reporting and AI-enabled agent assistance.
This is a highly collaborative role, working closely with Operations, Engineering, Data Science, Product, Risk and Compliance.
WHAT YOU’LL DO
- Own product discovery, prioritisation and delivery for operational tooling and automation initiatives.
- Identify opportunities to reduce manual work, improve customer outcomes and increase operational productivity.
- Translate operational problems into clear product opportunities, requirements and measurable outcomes.
- Work closely with engineers, data scientists and operational subject-matter experts to deliver effective solutions.
- Lead initiatives across areas such as:
- Complaints management and resolution
- Fraud, disputes and financial crime casework
- AI-assisted customer service and agent tooling
- Operational reporting, dashboards and data infrastructure
- Customer contact deflection and self-service
- Define success metrics, monitor performance and use insight to iterate on delivered products.
- Support controlled trials and pilots before scaling new automation or AI capabilities.
- Manage dependencies across different product teams, for example integrating motor, loans and cards with a central complaints tool
- Communicate progress, risks, trade-offs and decisions clearly to senior stakeholders.
WHAT SUCCESS LOOKS LIKE
- Operational teams can resolve customer needs faster and with better-quality outcomes.
- Manual and repetitive casework is reduced through safe, measurable automation.
- Agents have the information and tools they need at the point of work.
- Product decisions are grounded in reliable operational data.
- New capabilities are adopted successfully by frontline teams.
- Initiatives deliver measurable improvements in service levels, productivity, customer experience or cost efficiency.
WHAT WE’RE LOOKING FOR
- Experience as a Product Manager delivering internal tools, operational products, workflow platforms or automation.
- Strong understanding of customer operations, contact centres, complaints, servicing or regulated processes.
- Ability to work effectively with technical and non-technical stakeholders.
- Strong analytical and problem-solving skills, with an ability to turn data into prioritised action.
- Experience defining measurable outcomes and using experimentation or pilots to validate solutions.
- Excellent written and verbal communication.
- Sound judgement when working with customer data, AI, automation, risk and compliance.
- A pragmatic, delivery-focused approach, balanced with long-term product thinking.
DESIRABLE EXPERIENCE
- Experience in financial services, lending, cards, motor finance or another regulated environment.
- Experience with AI-enabled products, workflow automation or agent-assist tooling.
- Experience working across multiple markets or product lines.
- Familiarity with operational metrics such as service level, occupancy, handle time, resolution rate, quality and customer satisfaction.
- Experience partnering with Data Science, Analytics or Engineering teams.
ABOUT THE TEAM
The Central Operations team combines Product and Engineering expertise to build tools for Operations. The team includes product managers, engineering leadership and software engineers, and works through shared collaboration channels and cross-functional partnerships.
WHY JOIN US?
This role offers the opportunity to work on high-impact products used by operational teams every day, with a direct connection to customer outcomes, colleague experience and business efficiency. You will help shape how Lendable uses technology, data and AI to improve operations across the UK and US.
LIFE AT LENDABLE
- Winning team: the opportunity to scale up one of the world’s most successful fintech companies
- Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
- Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
- Health coverage: support for your physical and mental wellbeing, including private health cover
- Retirement & savings: long-term financial wellbeing through retirement savings plans
- Employee referral programme: earn a competitive bonus when you refer successful new team members
- Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
- Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations
Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.
Check out our blog https://blog.lendable.co.uk/!