Group Product Manager, Reward Gateway
Help Support & Knowledge
£95k
Employee engagement platform
Be an early applicant
Employee engagement platform
501-1000 employees
Be an early applicant
£95k
501-1000 employees
Company mission
To make the world a better place to work; improving employee engagement to build better, stronger and more resilient organisations.
Role
Who you are
- Significant experience in Product Management, as a Group Product Manager, Senior Product Manager, or similar role in a SaaS or technology-driven environment (ideally with knowledge/help & support related products/services)
- Proven experience in a leadership role with experience managing people
- Expertise in knowledge management systems, customer support platforms (e.g., Zendesk, Salesforce Service Cloud, or similar), and AI-driven self-service tools
- Data-driven approach with strong analytical and problem-solving skills
- Excellent collaboration skills, with the ability to communicate effectively and engage senior stakeholders (both technical and non-technical)
- Knowledge of best practices in customer support journeys, documentation, and content strategy with knowledge management
- Ability to self-direct and build an expert understanding of a sophisticated ecosystem and our product
- Experience with AI-powered chatbots, search optimisation, and personalisation in support experiences is desirable
- Hands-on experience with crafting, implementing, and improving knowledge and enablement resources for sophisticated ecosystems that improve knowledge and FTR rates for customer queries
- Experience with developing and executing large-scale training programs and knowledge management systems (desirable)
What the job involves
- This role is key in ensuring our global customers and internal teams have seamless access to high-quality self-service support resources, effective knowledge management, and an intuitive global help centre
- You will be responsible for defining the vision, strategy, and roadmap for these support products while managing a team responsible for the Global Help Center and cross-functional collaborators
- As a critical driver of product understanding, you will ensure that our internal teams and collaborators have access to extensive knowledge of our solutions, enabling them to maximise the value delivered to our clients and end users
- Define and drive the product vision and strategy for Help & Support, the Global Help Center, and the in-product help & support journey, aligning with company-wide objectives
- Develop and lead on the roadmap to enhance the customer self-service help and support experience and internal efficiency
- Drive the strategy for documentation, ensuring all processes and features are thoroughly detailed and consistently updated
- Advocate for data-driven product decisions using analytics, user feedback, and business needs
- Lead the end-to-end product lifecycle from discovery to delivery, ensuring timely execution and impact. Defining key metrics and performance indicators to track product success
- Partner with product and engineering teams to deliver 100% coverage on documentation across all features and processes
- Work closely with UX/UI, engineering, and content teams to improve user experience and accessibility of support resources
- Lead the development of the Global Help Center as a product, preparing the roadmap, applying PD practices and principles and setting and measuring critical metrics to show impact
- Drive improvements in searchability, personalisation, and automation for the knowledge base/help centre and in-product support experiences
- Lead the development of scalable resources, tools and initiatives to increase and speed up product onboarding, e.g. product training modules, certification and other effective enablement tools
- Define the roadmap and development of our product knowledge chatbot, ensuring a seamless and intelligent user experience
- Research and champion new and creative tools and technologies to help us deliver scalable knowledge solutions across the organisation
- Collaborate with global customer support, commercial, and product teams to ensure a seamless support ecosystem across all touchpoints
- Lead and mentor a team, cultivating a culture of ownership and innovation
- Partner with engineering, design, L&D and other teams to deliver scalable, high-quality knowledge solutions
- Serve as a motivating leader within the company, promoting standard methodologies in self-service support, in-product mentorship, and knowledge management
- Engage with senior stakeholders across the business, ensuring alignment on priorities and impact
- Reporting To Director of Product Operations
Application process
- Telephone call with a member of the Talent Acquisition Team
- Virtual interview with the Director of Product Operations and Project Manager
- Final interview with the Director of Product Operations and Chief Product Officer
Salary benchmarks
Our take
Reward Gateway was founded in 2006 as an employee engagement company. With reports suggesting that despite the majority of CEOs recognising that employee engagement is vital to their success, very few say they have a highly engaged company, Reward Gateway set out to bridge this so-called "engagement gap".
By engaging employees, Reward Gateway promises companies increased productivity, communication, and employee satisfaction - helping them to retain their most valued employees. It sets itself apart from traditional HR solutions by bringing employee benefits, discounts, perks, rewards, recognition, wellbeing and feedback into a single unified hub.
The company has acquired Xexec, MoveSpring and Fond, all providers of employee wellbeing and rewards software, to further bolster its offering and capabilities. In 2023, it was itself acquired by Edenred, a worldwide leader in employee benefits, presenting Reward Gateway with the chance to expand into new regions while the two companies enhance their already comprehensive range of solutions.
Steph
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2015
$151.4m
GROWTH EQUITY VC
Dec 2010
$32.2m
GROWTH EQUITY VC
Total funding: $183.6m
Company benefits
- Life assurance
- Pension/401K
- Debt support programme & salary advances
- Bonus for referring a friend who we hire and have completed 3 months’ service
- Employee Share Plan
- Discounts to share with friends and family
- Family support - Baby Bonus, caregiver support, domestic violence protection programme, parent support loan, miscarriage and baby loss support, wedding bonus and up to 3 months paid leave to take care of your family
- Gender neutral parental leave for primary and secondary carers
- Up to 6 months unpaid leave after five years’ service
- Volunteer days plus a day of leave to Speak Up and be the change you want to see in the world
- Unlimited time off to give blood
- Trans & gender affirmation support
- Unlimited free books for your professional development and one fiction book per month to help you unwind
- Employee assistance programme
- Health benefits such as free eye tests, free flu jab, freedom from addiction, menopause support, stop smoking assistance programme and health cash plan
- Personal wellbeing allowance, personal wellbeing coach, run club, spa and gym discounts, plus cycle to work scheme
- Work from home bundles
- Flexible working
- Bring your dog to work, drinks and breakfast
Company values
- Delight your customers
- Work hard
- Think global
- Love your job
- Be human
- Speak up
- Own it
- Push the boundaries
Company HQ
Fitzrovia, London, UK
Articles
Leadership
Nick Burns
(CEO)Advisory Board Member at Hybrid Legal and at Engage Works. Formerly CEO of Gallagher Benefit Services (UK).
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