Product Operations Manager

London, England, United Kingdom

Drive continuous improvement initiatives to enhance the efficiency of the Digital Product squads and tribes, enabling them to focus on delivering high-quality products. Prioritize tasks based on design and writing capacity as well as business needs, thereby improving cross-functional collaboration and communication. Develop partnerships with senior stakeholders and fellow product leaders to lead the ongoing enhancement of product operational workflows. Refine roadmap planning and create a comprehensive operating plan with immediate and long-term goals and milestones. Collaborate with engineering and design management teams to ensure cohesion across the product organization. Work together on project details, creative needs, timelines, and scope to streamline processes. Promote the scaling and adoption of effective ways of working across digital teams within the product organization. Keep up-to-date with emerging trends and changes in product operations and continually develop and share knowledge with the team. Create and maintain Product communities, fostering knowledge-sharing activities with counterparts across BT Group Digital areas. Establish an optimal physical and digital environment for the product team to excel in their roles. Lead initiatives related to onboarding, hardware/software tools, location communities, and workplace optimization. Facilitate effective product communications both internally and in conjunction with product directors, internal comms, and external PR teams.

Product Operations Manager (COO)

- Aligned Product Managers' strategies with development user stories, ensuring seamless execution - Applied agile methodologies to manage product and business strategies, swiftly adapting to market changes. During the Crypto Bear market, swiftly implemented cost strategies on third-party technology integrations reducing integration costs by 34%. -Led training sessions for internal departments on new product features and provided support post-deployment. Engineered efficient communication and feedback channels, optimizing stakeholder interactions across non-technical teams like Customer success, Compliance, Legal and Internal Control. - Implemented effective communication strategies and frameworks, fostering seamless collaboration between cross-functional teams, resulting in a 13% increase in productivity by improving deliverables tracking and communication strategy over 3 months. - Successfully negotiated strategic partnerships with key industry players in Fiat/payment remittance and international liquidity, expanding service offerings, optimizing operations, and increasing revenue. - Used Data analysis to Implement a customer experience support system for top transacting users during beta testing. This initiative resulted in a 7% increase more than the anticipated NPS score. - Driving organisational objectives by using tools and automation to drive workflow; led the Implementation of various tools such as CRMs, Slack, G-suite, Trello, Jira and Notion to name a few, that drove the day-to-day collaboration and productivity across the startup. - Defined success criteria, key performance indicators, and metrics for measuring business impact. Demonstrated expertise in gathering and interpreting qualitative product data and consumer feedback. Analyzed industry trends and competitor behaviour to inform strategic decision-making.

Head of Operations

EMEA

- Spearheaded the launch and initial operational setup of Glover. Oversaw the establishment of key processes, workflows, key personnel and operational protocols to ensure a smooth and successful launch. - Managed daily operations, including resource allocation, team management, and workflow optimization, resulting in a 11% increase in operational efficiency within the first year. - Collaborated with cross-functional teams, including sales, marketing, and customer support, to align operational strategies with overall business goals. Contributed to the creation and execution of integrated strategies. - Led continuous improvement initiatives, fostering a culture of innovation and process enhancement. Implemented strategic initiatives in Payment operations resulting in improved uptime in the last-mile payouts to customers. - Built and nurtured a high-performing operations team, providing mentorship, training, and performance feedback. Recognized for fostering a collaborative and results-driven work environment. - Identified bottlenecks and operational challenges, initiated corrective actions, and drove root cause analysis to prevent future issues. - Maintained a focus on customer satisfaction by ensuring timely order fulfilment, accurate product delivery, and responsive customer service.