Lead web product development strategy for PlanetArt's ecommerce platforms. Manage the end - to - end customer experience across multiple brands in a hybrid work environment.
About the role
- Product Manager driving efficiency automation strategies in Operations at a leading fintech company. Collaborating to implement AI tools and systems for enhanced customer interaction automation.
Responsibilities
- Drive efficiency automation across Operations
- Support Head of Product with defining and delivering the roadmap to automate >80% of customer interactions across chat, email, and voice
- Design scalable AI-powered servicing journeys that improve resolution rates, QA scores, and customer outcomes
- Lead the evolution from proof-of-concept AI tools to robust, production-grade systems
- Identify and solve bottlenecks across Complaints, Fraud & Financial Crime, QA, and servicing workflows
- Improve agent tooling, data visibility, and workflow design to maximise productivity and quality
- Lead Cross-Functional Transformation
- Manage large, high-impact projects across Product, Engineering, Data, Risk, Compliance and Operations
- Align stakeholders on strategy, trade-offs and delivery plans
- Balance automation gains with regulatory robustness and customer service quality
- Build Responsible, High-Quality AI Systems
- Analyse customer journeys, call flows and behavioural data to identify high-impact automation and deflection opportunities
- Monitor AI performance and implement robust feedback loops to improve reliability and safety
- Evaluate unintended consequences of automation and proactively mitigate customer and regulatory risk
- Ensure all AI deployment adheres to regulatory requirements and best practices
- Upskill operational teams in how AI systems work and how to use them effectively
- Embed a culture of experimentation, data-driven iteration, and continuous optimisation
Requirements
- Product management experience: 3+ years building products, platforms or internal tools; 5+ years for a Senior PM. We’re open to title depending on experience.
- AI fluency: Hands-on experience automating workflows using the latest AI tools (e.g. with n8n, Zapier, Claude Code, scripts, or similar).
- Data-driven: Strong analytical skills; comfortable with Excel/Sheets and ideally some SQL. You use data to prioritise, validate and iterate.
- Delivery excellence: Proven track record of owning and delivering complex, cross-functional product initiatives.
- Ops experience (preferred): Experience with scaling customer support or operational functions in a similar environment to Lendable.
Benefits
- Best-in-class compensation, including equity.
- You can work from home every Monday and Friday if you wish - on the other days, those based in the UK come together IRL at our Shoreditch office in London to be together, build and exchange ideas.
- Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.
- We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance.
- We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London.
Job title
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