Principal Product Manager, Autonomous Vehicle
Glydways
Job Level
JuniorMid-Level
About the role
- Manage and coach support team, including recruiting, onboarding, mentoring, performance evaluations, 1:1s, and coaching.
- Oversee day-to-day support operations, manage support queues, ensure coverage during peak hours and 24/7 operations as needed.
- Optimize workflows and leverage automation to improve handling times and customer experience.
- Monitor KPIs such as First Response Time (FRT), Resolution Time, CSAT, SLA adherence, NPS, and resolution rates.
- Implement QA programs, review agent conversations, provide feedback, and train team on new product features, processes, and compliance.
- Act as escalation point for complex merchant-related issues and design/maintain knowledge bases, workflows, and training modules.
- Gather/analyze merchant feedback, represent voice of the customer to product and operations, and implement initiatives to enhance satisfaction and retention.
- Track and analyze churn indicators and sentiment trends; prepare reports for leadership with trends, insights, and recommendations.
- Collaborate with sales, account management, product, and operations to refine processes and resolve systemic challenges.
Requirements
- 2–3 years of experience as a Customer Support Manager or Operations Manager, preferably in fintech, banking, or high-growth tech environments.
- Proven track record of driving operational excellence, managing large support teams (100+ employees), and delivering strong customer satisfaction.
- Strong background in performance management, hiring, planning, and budget oversight.
- Experience working with UK fintech culture and banking systems is a plus.
- Excellent communication and presentation skills (English fluency required; Arabic is a strong advantage).
- Data-driven decision-making with solid analytical and reporting skills.
- Expertise in process improvement and change management.
- Strong leadership and people management skills.
- High adaptability and problem-solving mindset in fast-paced environments.
- Nice to Have: Bachelor’s degree; MBA preferred.
- Familiarity with Google Workspace (Docs, Sheets, Slides), Intercom, Freshdesk, or Figma.
- Additional languages are a plus.
