Senior Manager, Product Operations

About the Role

We are looking for a Senior Manager, Product Operations to drive customer growth, engagement, retention and product optimisation across our payment products. This role sits at the intersection of product, customer operations, growth and data, working closely with Product, Engineering, Compliance, Risk and other middle/back-office teams to turn customer insights into scalable product solutions.

The ideal candidate has strong payments experience, a proven track record in customer growth and operations, and the ability to use data and customer insights to identify opportunities and improve end-to-end product journeys.

Key Responsibilities

• Drive customer acquisition, activation and retention through customer operations, marketing campaigns, referral/viral initiatives and other growth strategies, with clear and measurable business outcomes.
• Develop and execute product operations strategies to improve customer engagement, adoption and overall product performance.
• Conduct customer research and market analysis to identify customer pain points, unmet needs and potential product opportunities.
• Translate customer and market insights into actionable product requirements and work closely with Product, Sales and other teams to drive end-to-end product delivery.
• Analyse product and customer data to identify operational gaps, conversion drop-offs and optimisation opportunities across key customer journeys.
• Lead product and process optimisation, including payment flows, KYC, account opening, inbound and outbound flow optimization, deposits, withdrawals and other critical customer journeys.
• Leverage data analytics and product tracking/behavioural data to identify bottlenecks and improve conversion, efficiency and customer experience.
• Monitor key product and operational metrics, establish performance dashboards and develop initiatives to improve conversion rates, processing time, customer activation and retention.
• Work cross-functionally to identify operational inefficiencies and implement scalable solutions that improve both customer experience and business performance.
• Continuously monitor market and competitor trends and translate insights into opportunities for product and business growth.

Requirements

• 8+ years of relevant experience in product operations, customer operations, growth, payments, fintech or related fields.
• Strong payments industry experience, with a good understanding of payment flows, customer journeys and operational processes.
• Proven experience in customer growth/operations, including customer acquisition, activation, engagement and retention initiatives.
• Demonstrated ability to design and execute marketing campaigns, referral programmes or growth initiatives with measurable business results.
• Strong product operations experience, with the ability to conduct customer/market research and translate insights into product requirements.
• Experience working with Product, Engineering, Compliance, Risk and Operations teams to drive product implementation and optimisation.
• Strong analytical and problem-solving skills, with experience using data, product analytics and tracking/behavioural data to identify issues and drive improvements.
• Hands-on experience optimising KYC, onboarding, payment, deposit/withdrawal or other financial-product journeys is highly preferred.
• Strong project management and stakeholder management skills, with the ability to influence cross-functional teams and drive initiatives from idea to implementation.
• Excellent communication skills and the ability to operate effectively in a fast-paced, highly collaborative environment.