Responsibilities

• Lead high-impact initiatives to enhance customer support.
• Define strategy and set high execution standards.
• Align stakeholders and coordinate across cross-functional teams.
• Partner with directors in Product, Engineering, Data, and Design.
• Shape product strategy for Customer Support and drive innovation.
• Create product strategy balancing long-term growth and short-term targets.
• Collaborate with engineering, design, data, user research, and marketing to identify and validate new opportunities.
• Lead planning process and roadmap prioritisation ensuring alignment with business goals.
• Create delightful experiences solving user needs and pain points.
• Work with legal, compliance, and regulatory affairs where relevant.
• Communicate effectively to inspire and share context appropriately.

Requirements

• Experience shipping world-class products at a fast-growing company.
• Proven track record leading development of market-leading value propositions driving significant growth at scale.
• Data-driven and commercial, with impact through experimentation and optimisation.
• Ability to work effectively with diverse teams including engineering, design, data, user research, marketing, legal, and compliance.
• Motivates, energises, and inspires towards common goals.
• Passionate about building value for customers, not just business results.
• Intellectually honest about work performance, striving for improvement.
• Capable of breaking down and solving complex problems systematically.
• Good decision making in complex situations without clear "right answers".
• Urge and resilience to challenge status quo with creative ideas.
• Fast learner, humble, curious, and enjoys sharing knowledge and experience.
• Excited about scaling and providing amazing customer experiences.