Our StoryIn July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world's largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes, from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company's complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE. The support side of this estate is AI-heavy, and a core part of the role is driving intelligent automation while protecting service quality. A central expectation of the role is to move the estate toward an AI-native, end-to-end platform: a connected customer journey from support through education to success, with data and workflow joined across the tools and AI embedded across the flow rather than confined to individual products. Customer-facing UX and UI direction continues to sit with Support Enablement; Zendesk (support and ticketing, knowledge base, community, and customer portal) Zoom CCaaS (contact centre) External customer LMS (education, training and certification) Own the internal user experience and adoption of the platforms in scope: measure how effectively agents and internal teams use the tools, remove friction, and treat low adoption or workarounds as product problems to solve rather than user error. Own the platform and system roadmap for the customer LMS and CSP, partnering with Support Enablement, which today owns these tools and their content and UX/UI direction. This scope includes establishing CSP-to-LMS integrations, which have not previously been part of Business Applications' feature development. Vendor negotiations and contract renewals are led by the VP and the Director, Global Business Applications, with the commercial and contractual process run by procurement. Define and report the metrics that demonstrate service quality, efficiency and customer lifecycle value from platform investment. Data- and feedback-driven approach to improving platform adoption and internal user experience. Demonstrable product management of customer support or contact-centre platforms (Zendesk, CCaaS or equivalent). A track record of driving platform adoption and internal user experience, using usage data and user feedback to improve the tools. Familiarity with the seam between platform product and a central AI or data function. Benefitsð Holidays. We all need to rest so you get 25 basic holidays with the option to grow up to 30 with service + your birthday off + bank holidays!️ ️Flexible working! Use our flexible working hours and hybrid working environments to manage it.On top of that, you can add gym subscription discounts. Healthcare expense claim tools! ð2 Cycle to work scheme and season ticket loan provided. Pension and life insurance? All personal data provided by you in your application will be processed by Fourth LTD solely for our recruitment purposes. More information on Fourth LTD's privacy policy for job candidates is available here and by applying you confirm that you have read it. Fourth is an Equal Opportunity EmployerAll qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, colour, age, national origin, military status, religion, or disability or any other legally protected status.
Product Manager (hospitality tech) in London employer: Fourth
At Fourth, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through our flexible working arrangements, comprehensive benefits including wellness activities and professional development opportunities, and a supportive environment that values diversity and inclusion. Join us in our UK office and be part of a dynamic team dedicated to transforming the restaurant and hospitality industry while enjoying a fulfilling career.
