Product Manager (Contact Centre) - Engine by Starling

At Engine by Starling, we are on a mission to find and work with leading banks all around the world who have the ambition to build rapid growth businesses on our technology. Engine is Starling's software-as-a-service (SaaS) business, the technology that was built to power Starling Bank, and two years ago we split out as a separate business. Starling has seen exceptional growth and success, and a large part of that is down to the fact that we have built our own modern technology from the ground up. This SaaS technology platform is now available to banks and financial institutions all around the world, enabling them to benefit from the innovative digital features and efficient back-office processes that have helped achieve Starling's success.

We draw upon our experience as knowledgeable bankers and best in class technologists to become the chosen option for these banks and preferred partners for leading consultancies.

Hybrid Working

We have a Hybrid approach to working here at Engine - our preference is that you’re located within a commutable distance of one of our offices so that we’re able to interact and collaborate in person.

About the role

This role is pivotal within Engine’s Product function, in making sure we understand the client needs, sell the right thing, and build the right product. We’re looking for a specialist who is passionate about Customer Service to own and shape our built-in Contact Centre capabilities. We’re looking for versatile, adaptable individuals who enjoy the challenge of a varied and collaborative role. You’ll work closely with the Business Development, Customer Success and Engineering functions to develop and deliver against the Contact Centre roadmap and domain strategy, as well as acting as a Contact Centre SME across the business.

You’ll enjoy problem solving, getting to the detail, and understanding how clients can make the best use of our product, whilst designing ways to improve it.

What you’ll get to do

• Take ownership of the Contact Centre product domain owning the end-to-end discovery, design, and delivery of new Contact Centre features.
• Define the Contact Centre domain strategy and Roadmap, shaping our future plans for this critical part of our offering.
• You’ll work cross-functionally with engineers, designers, document writers, and QA to drive the design and delivery of improvements to the product that align with the vision of the business, taking into account existing and potential clients.
• You’ll confidently and independently prioritise incoming tasks and clearly communicate ‘the what’ and ‘the why’ of each decision to both internal and external stakeholders.
• You’ll work with the Engineering Lead in defining the Engineering plan for the domain, collaborating to ensure delivery remains on track and proactively raising risks that may impact our client projects.
• You’ll develop a close relationship with our Delivery and Customer Success teams, taking the lead on assessing feature requests and client requirements as a key input into overall feature and roadmap definition.
• You’ll work closely with our Business Development team by helping the team understand Engine’s capabilities in your domain and joining early-stage Sales conversations as an SME.
• You’ll become the internal champion for Engine’s Contact Centre, developing materials and messaging for use by the rest of the business.
• Your work will span product strategy, client-facing requirements gathering & solution design, and product ownership in an Engineering context.

Your background

• 4+ years of direct Product manager/owner experience, ideally in FinTech or a business using modern Product development & Engineering techniques.
• You have relevant experience in Customer Experience/Contact Centre, a passion for service generally, and a good understanding of the Contact Centre technology offerings in the market and their relative strengths and weaknesses.
• You have owned and delivered new features, projects or products from start to finish including post-launch maintenance and improvement.
• You have experience working directly with APIs.
• You have experience of rapidly understanding problems and presenting solutions in a structured and informative manner that facilitates decision making.

Your skills

• You’re able to manage competing priorities, whilst keeping sight of the big picture and driving towards an end goal.
• You are intellectually and technically curious and enjoy learning what things do and how they work.
• You have a knack for understanding technical concepts and enjoy getting into the details with engineering and design.
• You have good communication skills that will be required to work with both internal and external stakeholders.
• You’re comfortable handling ambiguity and working in a flat structure.
• You proactively take accountability for important and strategic activities.

Interview process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

• 45 minute with someone from the team
• 1 hour with two more people from the team including our Technical Product Director
• 45 minutes with two of the senior leadership team

Benefits

• 33 days holiday (including public holidays, which you can take when it works best for you)
• An extra day’s holiday for your birthday
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• 16 hours paid volunteering time a year
• Salary sacrifice, company enhanced pension scheme
• Life insurance at 4x your salary & group income protection
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
• Generous family-friendly policies
• Incentives refer a friend scheme
• Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
• Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we’re always open to discussion. So, if you’re excited about working with us, but aren’t sure if you’re 100% there yet, get in touch anyway. We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.

Engine by Starling is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Engine by Starling are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Engine by Starling and Starling will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.