Senior Product Manager (Performance) London (Hybrid)

At Ophelos, we believe in a different way to deal with debt. One that puts empathy and understanding front and centre, approaching our customers as individuals — no matter what they’re going through.

For too long, people in debt have borne the brunt of poor industry practices. Intimidating tactics, time-consuming customer service and a one-size-fits-all approach that overlooks the reasons anyone can fall into debt in the first place. Meanwhile, businesses suffer too. Poor customer experience translates to poor customer satisfaction, high churn rates, bad brand reputation and ultimately missed opportunities.

That’s why we’re taking a radically different approach. Pioneering an industry-first AI-native collections platform, we build products that help individuals clear their debts in a way that suits them, whilst providing businesses with an improved customer experience and game-changing insights into their customer base.

Since our launch in 2021, we’ve worked with some of the UK’s leading companies, including Octopus, Scottish Power and Philips — helping millions of people move toward a more stable, debt-free future. In 2023, we were acquired by Intrum, Europe’s biggest credit management service and have begun the next phase in our growth — expansion into 17 European markets over the next two years.

At Ophelos, we use cutting-edge AI and a customer-first approach to get people debt-free and organisations paid back. Creating a seamless customer experience is vital in supporting the financial health of millions of people across Europe.

Are you passionate about enhancing customer engagement and optimising the full customer journey? We are looking for a Senior Product Manager to join our Performance team. A strategic thinker who can bridge the gap between communications, product experience, and data-driven decision-making.

Your mission is to optimise every stage of the customer experience, from first interaction to conversion and retention. By leveraging insights from customer data and behavioural science, you will identify friction points, test new strategies, and implement solutions that enhance engagement and satisfaction.

You’ll join our product team and collaborate closely with our Head of Performance and Product Lead to define the Performance product roadmap in line with our company’s goals. In the role, you will be working within cross-functional Product & Tech teams and ensure we deliver the most impactful solutions to our clients’ and customers’ problems.

In this role, you’ll get to:

• Own and drive the Performance product roadmap - blending creativity with analytics to refine how customers interact with our platform.
• Drive experimentation at all steps of the customer journey - from the first communication until the ultimate touchpoint.
• Define and champion strong product process for great collaboration between Product & Tech teams.
• Collaborate with various stakeholders and teams to define, drive and share your product vision, strategy and metrics for your area, providing context within the wider strategic vision and mitigating ambiguity where possible.
• Build and nurture strong relationships across Product teams and stakeholders.

We believe that no one is the finished article, however experience in the following is important for this role:

• Substantial experience of working within Product Teams in a B2C environment that are outcome-driven, focusing on understanding and solving problems, delivering high-quality product at pace.
• Efficient prioritisation. From bigger strategic opportunities to smaller, tactical quick wins - you can say ‘no’ when needed and communicate the ‘why’ behind your decisions.
• You have strong knowledge in experimentation - backing your insights with behavioural science theory. Bonus if you have SQL, python or data visualisation skills.
• You believe that good collaboration relies on more than just strong communication. You relish in providing everyone with the necessary support, information and influence to best achieve their goals.

We are continually evolving our benefits package at Ophelos. We currently offer:

• Private healthcare through Vitality
• Working from home set up
• Cashback on costs of the dentist, opticians and more
• 25 days holiday
• Flexible Public Holidays (decide when to take time off)
• Free access to counselling sessions through our EAP
• Flexible Working arrangement - work from home or from the office
• Cycle to work scheme
• Company pension

At Ophelos, we are dedicated to ensuring that every candidate has an equal chance to succeed. If you need specific adjustments during the hiring process please let us know.

Here at Ophelos we are committed to pay transparency. That’s why we share the salary range with every job posting.

Ophelos launched in June of 2021, backed by investors such as AlbionVC, Connect Ventures and Fly Ventures. In 2023, we were acquired by Intrum, Europe’s biggest credit management service. Our growing team has helped build some of the world’s most successful businesses, including the likes of Monzo, Google, Oracle, ASAPP, IBM and more — in addition to pioneering innovative products, sitting at the intersection of enterprise, financial technology, artificial intelligence and academia, working with institutions such as Oxford University, the University of Amsterdam and the University of Hong Kong.

Supporting customers and businesses to improve their financial health is a long-term mission. Our company values act as our north star, steering our every move as an organisation and are the backbone of our unique company culture. Our values and culture allow us to stay true to our larger purpose, even as we continue to grow at a rapid pace.

• Customers and Clients first – We exist to help real people move through debt and to get clients paid back. This commitment drives how we design products, deliver services, and interact with customers and clients daily.
• Dream big – We have ambition and drive to succeed - we’re not just raising the bar, we’re confidently asserting ourselves as the benchmark.
• Get it done – We’re decisive and embrace a sense of urgency; we don’t let opportunities get away from us. We’d rather act quickly and take informed risks, iterating and learning as we go.
• Win as one - We work as one team, supporting each other and aiming for shared goals. At Ophelos, the team isn’t just individual departments - it’s all of us together. We challenge and support each other because we care about everyone’s growth and success.

Ophelos is committed to creating a diverse work environment and is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. We are building an environment where every Ophelos team member can thrive, feel a sense of belonging, and do the best work of their careers. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, disability, or other protected characteristics as required by law and as a matter of our company values.