Experienced Full Stack Director of Product – Global Member Support – Web & Cloud Application Development

About Us

At Tide, we're revolutionizing the way small businesses manage their finances and administrative tasks. Our cutting-edge platform provides a comprehensive suite of connected solutions, from invoicing to accounting, designed to save time and money for our members. With a strong presence in the UK and India, and a growing global footprint, we're on a mission to empower small businesses and help them thrive.

About the Role

We're seeking an experienced Director of Product to lead our Global Member Support product, driving innovation and excellence in customer support and agent experience. As a key member of our product leadership team, you'll be responsible for defining the product vision, strategy, and roadmap, working closely with cross-functional teams to deliver world-class products that meet the evolving needs of our members and agents.

Key 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 prioritizing 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

What We're Looking For

We're seeking a seasoned product leader with a proven track record of driving customer satisfaction and team productivity through product-led growth. If you have:

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

What You'll Get In Return

We're committed to providing a supportive and inclusive work environment that allows you to thrive. As a member of our team, you'll enjoy:

• 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

Tidean Ways of Working

We champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.

Join Our Team!

This is a fantastic opportunity to grow your career. If you have the skills and passion we're looking for, please submit your application today.