Associate Product Director - Operations



Product, Operations
London, UK
Posted on Saturday, September 2, 2023
Our Story
Hello there. We’re Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!
We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife
Service Excellence is the team that owns everything to do with how Zopa connects with and services our customers, including all the tools and platforms we use to do so.
It’s an exciting time at Zopa as we continue to expand our product offerings and customer base. Within the operation this means more growth, complexity, and of course a lot of change! As we continue to grow, we need to deliver on a huge amount to support new launches, optimise our operating model and processes and find solutions to improve both the service we provide customers and the overall customer journeys across all of our Zopa products.
We are looking for a seasoned product leader to join the team as an Associate Product Director. You'll be directly responsible for leading 3 cross-functional squads across all areas of the operation, forming clear roadmaps and improving ways of working in collaboration with the Head of Engineering and wider delivery function.

The role:

  • Lead and manage 3 cross-functional squads across Service Excellence
  • Directly manage a team of product managers and analysts, ensuring that their personal development is supported as well as providing support for their deliverables
  • Partner with the Head of Software Engineering on the vision and strategic direction for our contact centre platforms (telephony, chat, email, agent desktop).
  • Own and manage the long term product roadmap, with effective communication and collaboration with a wide range of internal and external stakeholders
  • Engage with product colleagues across Loans, Credit Card, Current Account, Savings to understand what future change and innovation is likely to impact the operation to ensure this is factored in to the roadmap, and the team is engaged early enough to appropriately shape the thinking
  • Build strong relationships with operational leadership(Underwriting, Fraud, Customer Service, Collections, Complaints) to understand pain points, and to ensure that the platforms we are building meet their needs.
  • Collaborate with the Head of Software Engineering and Technical Lead to ensure that there is an appropriate mix of feature vs technical work being prioritised
  • Establish and optimise an effective process for efficiently delivering small change / BAU work
  • Alongside tech and delivery leadership, support the squads in reviewing and improving their ways of working to deliver the best outcomes

You will have:

  • An extensive background in product management with prior experience managing multiple squads
  • Previous experience line managing product managers/analysts
  • Strong influencing skills – you can communicate clearly and succinctly across a broad range of stakeholders throughout the product development process
  • A relentless commitment to our customers – you are always looking to understand customer behaviour and deliver good customer experience, whether that is for internal users or end customers
  • A collaborative nature with the ability to provide structure and clarity to cross-functional teams
  • A strong bias for action, ensuring we test and learn as we go whilst making continual progress
Flexible working? Yes please!
At Zopa we value flexible ways of working. We understand the benefits of face-to-face collaboration and the importance of a good work life balance. Our teams work in a hybrid manner from our open-plan, riverside London Bridge office and the comfort of their own homes at a frequency that suits the team and the work they do.
Not only that – you'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
*Subject to having the right to work in the country of choice
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.