Group Product Manager - Help Support & Knowledge

Reward Gateway, together with Edenred, are a global market leader in benefits and employee engagement. We help our clients and their leaders to transform employee experience that will attract, engage and retain top talent through employee benefits, strategic reward and recognition, well-being, and much more.

With our shared missions of 'Making the World a Better Place to Work' and 'Enriching Connections, For Good', you'll be contributing to improving employee engagement and building better, stronger and more resilient organisations to improve people's daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.

Your Role in Our Mission
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.

What's In It For Me?
A chance to be part of an extremely well-established, stable and high-growth 'Unicorn' SaaS company with over 50 benefits in our employee benefits package including:

• A flexible holiday plan of up to 40 days per year
• £400 a year Wellbeing Allowance
• Private Medical Insurance
• Substantial bonus payments for a number of life events including pet adoption, wedding/civil ceremony, new family, retirement
• Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands

Key Responsibilities

• 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.

Skills

• 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).

The Interview 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

At Reward Gateway, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.

Be comfortable. Be you.
We want all of our employees to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work!

We hire BETTER.
Find out more about Reward Gateways approach to benefits, equality, talent, technology, empathy and what you'll get in return for joining our Mission at rg.co/lifeatrg.

FinanceLondon
Full Time
£23,800 - £25,000 / year