Senior Product Manager (Operations, Fraud & Support)

We’re building the financial membership of the future. Starting with a credit card that has fun and experiences at its core, we’re the antithesis to your dad’s stuffy, corporate, boring credit card. Whilst tech is revolutionising the finance industry, credit is still stuck in the stone ages. We want to create a world where financial services are fair and conscious, and the stress of debt is eliminated for everyone. We’ve raised an additional £23.4M in September 2024 to grow our team, launch even better rewards and fast-track our expansion outside the UK.

There are broadly 4 product squads in Yonder:

• Growth/Activation: Focuses on getting activated new members.
• Member Value: Ensures that we drive members to make Yonder their main account.
• Rewards: Ensures our members are getting breadth and depth of reward value through partners.
• Operations Product: This is where you come in - ensures we’re protecting our customers and business against bad actors.

We’re looking for a Senior Product Manager to join Yonder and own the experience our members have when things go wrong – and how our internal teams handle it when they do.

What will I actually be working on?

• Member self-service: Building in-app experiences that let members resolve their own issues quickly and confidently - without needing to speak to a human. Think: dispute flows, fraud reporting, account recovery, downgrade queries.
• Internal tooling for Ops, Fraud & Support: You’ll own the agent-facing experience - building and improving the tooling that helps our Support, Fraud, and Operations teams investigate cases, take action, and close tickets with less effort.
• Deflection and contact rate reduction: Working across the product to identify the root causes of member contact - the bugs, confusing flows, and missing self-serve options that generate avoidable inbound.
• AI and automation: Embedding AI across both directions: helping members get answers faster through intelligent chat and smart search, and helping agents work more effectively through summarisation, auto-classification, and suggested next actions.

How will I be measured?

• Contact rate - fewer members needing to reach us per 1,000 active members.
• Average handling time - how long it takes an agent to resolve a case.
• Resolution time - end-to-end time from member raising an issue to it being closed.
• CSAT - member satisfaction across support interactions.

You’ll set targets, track progress, and be accountable for moving these in the right direction.

A bit about you:

• You’ve shipped products that reduced operational load.
• You understand that the best support product is often the one that means members don’t need support at all.
• You’ve built self-serve flows, deflection tools, or internal tooling at a company where contact rate was a real metric.
• You’re comfortable in the messy middle.
• You think in systems.
• You design feedback loops, not just features.
• You’re data-driven, but not data-dependent.
• You understand AI/ML in practice.
• Attention to detail.
• You care about member experience even when it’s operationally convenient not to.
• You work like it’s 2025.

Bonus:

• You’ve worked in early-stage or fast-growing teams.
• You’ve worked in fraud, support and operations.
• You’ve worked in fintech, or on regulated products.

What’s it like working at Yonder?

We’re office-first, remote-friendly. We’re based in our Hoxton office, complete with a terrace, breakfast, coffee (from a barista), dogs, beer taps and plenty of comfortable space to do your best work. We ask you to come into the office at least 3 days a week, with everyone coming in on Mondays.

What’s in it for me?

• £90,000 - £112,000 annual salary depending on experience.
• £76,000 - £104,000 stock options.
• 35 holidays (27 days annual leave + 8 days public leave).
• 2x team-building offsites per year (1 in the UK, 1 abroad).
• Private healthcare with Vitality, including mental health, dental & vision cover.
• Up to 12 weeks enhanced parental leave after being with Yonder for 1 year.
• Learning & training allowance (£750/year).
• Regular team breakfasts and lunch.
• Regular team events like Mini-golf, Escape Room, Cocktail making.
• Cycle-to-work scheme.
• Fresh pour-over coffee made by our very own CEO, Tim.

What’s the interview process like?

Here’s how it works:

• Stage 1: Hiring manager call.
• Stage 2: Experience interview.
• Stage 3: Problem solving interview.
• Stage 4: Values interview.
• Stage 5: Reference check.
• Stage 6: Offer.

We love closing the feedback loop at Yonder. You can expect specific feedback on our decision from Stage 2 onwards, and you can always ask for more.

🌈 We know that diverse teams build better products. If you’re from an under-represented community, we’d especially love to hear from you.