Mindera

Product Owner – Contact Centre Platform

Mindera

contract

Posted on:

Location Type: Hybrid

Location: London • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

About the role

  • Role overview
  • We are looking for a hands-on Product Manager to own the product direction for our contact centre platforms. This role sits at the intersection of operations, technology, and customer experience, with a clear mandate to bring structure, clarity, and momentum to a complex operational environment.
  • You will establish a clear product backlog, define priorities, and create a roadmap that links agent experience, customer outcomes, and platform investment. This is a highly practical role: you will spend time understanding how agents actually work, how calls and cases flow across systems, where automation succeeds or fails, and where friction exists for both customers and staff.
  • Your success will be measured by your ability to turn that understanding into clear product decisions and executable plans that teams can confidently deliver.
  • **This is an initial 6 month contract (outside IR35) and requires you on site at London Paddington, or in the client's Manchester office 3 days a week. **
  • What you will do
  • - Own and prioritise the contact centre product backlog, creating clarity and focus in a complex, fast-moving environment.
  • - Define and communicate a product roadmap that connects operational problems to technical initiatives and measurable outcomes.
  • - Work closely with engineering teams to shape well-defined requirements that are realistic, actionable, and deliverable.
  • - Partner with contact centre operations to deeply understand agent workflows, pain points, and productivity blockers.
  • - Identify opportunities for automation and self-service using conversational AI and voice technologies, while designing for failure states and effective human handoff.
  • - Improve integration and handoff between Zendesk, telephony, and automation platforms to reduce friction and manual effort.
  • - Act as the primary product voice for the contact centre domain with senior stakeholders, clearly articulating trade-offs, risks, and recommendations.

Requirements

  • What we are looking for
  • - Proven experience owning product in a large-scale operational or service-driven environment.
  • - Experience working with contact centre platforms, customer service tooling, or adjacent service technologies (even if your previous title was not explicitly contact centre–focused).
  • - Comfort working with tools such as Zendesk, Twilio, CCaaS platforms, conversational AI, or similar systems.
  • - Strong backlog discipline, prioritisation skills, and roadmap ownership in messy, high-pressure environments.
  • - A pragmatic mindset, able to balance day-to-day operational realities with longer-term platform and capability improvement.
  • - Confidence engaging senior stakeholders and imposing structure and clarity without relying on heavy process.
Benefits
  • **We offer**
  • - Competitive Rates
  • - Flexible working arrangements
  • - Opportunities for professional development and career advancement within a global company
  • - A dynamic, innovative, and supportive work environment, where your ideas and contributions are valued
  • - The chance to work on cutting-edge projects that are transforming the industry
  • - Most of all you get to work with a bunch of great people, where the whole team owns the project together in a politics-free environment. Our culture reflects our lean and self-organisation attitude. We encourage our colleagues to take risks, make decisions, work in a collaborative way and talk to everyone to enhance communication. Freedom and Responsibility go hand in hand, and we value commitment, feedback, and empathy.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
product managementbacklog managementroadmap developmentrequirements definitionautomationself-service designconversational AIvoice technologiesintegrationprioritization
Soft skills
communicationstakeholder engagementproblem-solvingpragmatic mindsetclarityfocusadaptabilityleadershiporganizational skillsdecision-making