Tide is hiring a
Director of Product - Global Member Support

Summary

Join us in our mission to empower small businesses and help them save time and money. We are looking for an experienced Head of Product with previous experience building a successful SaaS product for our Support Operations around the globe.

Requirements

• You have extensive experience in product management (ideally 10+ years) and in the Customer Support vertical (at least 5 years)
• You have experience in driving customer satisfaction and team productivity through product-led growth
• You have led and scaled a high-performing product management team
• You have a good understanding of key players and opportunities in the market
• You have a track record of shipping and growing support products at scale
• You are obsessed with solving customer and agent problems; you know how to apply product design thinking to product development
• You can demonstrate analytical rigour, an innovative mindset, and an obsession with product excellence
• You’re organised, pragmatic, and capable of leading a cross-functional team
• You’re comfortable working in a fast-moving company where priorities can change, and processes may need to be created from scratch

Responsibilities

• Owning and independently defining the strategy and product vision for Tide’s Member Support product, translating product vision into strategic product roadmaps
• Building a deep understanding of our members and agents, including their global needs and the jobs-to-be-done, while assessing opportunities and testing assumptions with quantitative and qualitative data
• Identifying and prioritising innovative products which improve member experience and enhance agent working experience
• Owning and driving improved efficiency and effectiveness of agent and member experience products
• Partnering with engineering, product design, analytics, content, and finance leadership to develop the operating structure and processes to deliver on business objectives
• Managing the internal stakeholders and their requirements along with your vision for the product
• Leading, mentoring, and developing a growing team of experienced product managers

Benefits

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities
• Stock Options