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About the Role
We are looking for a Contact Centre Product Manager to own Connex, our customer contact platform. This role ensures agents have the right tools to support customers effectively, efficiently, and in line with FCA regulations. You will balance strategic work with hands-on delivery, working closely with operational teams.
Responsibilities
- Prioritize and deliver improvements to the platform and customer journeys.
- Manage and maintain a backlog of platform improvements, regulatory requirements, and operational enhancements.
- Collaborate with engineering teams to define, refine, and deliver changes that improve system reliability, scalability, and operational efficiency.
- Ensure changes meet regulatory requirements and deliver fair outcomes for customers by working closely with operations, legal, and compliance teams.
- Support internal and external audits by providing product context, documentation, and evidence of system and process operations.
- Monitor the performance of delivered changes and identify opportunities for improvement or process simplification.
- Support the continuous improvement of internal tools and workflows used by customer service, collections, and complaints teams.
Requirements
- At least 2 years of product management experience (or equivalent).
- Experience running agile product teams.
- Ruthless prioritization skills.
- Strong communication skills with a range of audiences.
- Problem-solving and analytical skills; data-driven approach.
- Interpersonal skills: humility, ability to build trust and relationships.
- Occasional travel between London and Manchester offices will be required.
Skills
- Product Management
- Agile Methodologies
- Backlog Management
- Stakeholder Management
- Communication
- Problem Solving
- Analytical Skills
- Data Analysis
Location
- London
- Manchester
Work Type
- Hybrid
Experience Level
- Mid-level
Benefits
- Discretionary Company Bonus Scheme
- 25 days holiday (rising to 28 after 3 years’ service) plus bank holidays
- Private Medical insurance via Vitality with reward schemes
- Health cash plan via Simply Health
- Pension scheme with 5% company contribution
- Life Assurance (4 x annual salary)
- Free breakfast, drinks, and fruit in the office
- Employee discounts
- 1 day volunteer day per year
- Mental health care (6 free counselling sessions via EAP)
- Paid sick leave (enhanced company sick pay)
- Enhanced family leave
About the Company
- Oodle's mission is to empower customers by delivering simple experiences, straightforward lending products, and compassionate support.
- Since 2016, Oodle has supported tens of thousands of customers on their car buying journey.
- Oodle is committed to creating an environment where employees can thrive, celebrating diversity and inclusion.
- The Talent Development team supports employee growth, learning, development, and career progression.
Equal Opportunity
- Oodle is proud to be an inclusive workplace, recognizing that diversity of experience, thoughts, and backgrounds leads to better customer outcomes and an environment where colleagues can thrive.
- Several DEI networks are in place to make positive impacts on culture.