Director, Product Operations

Job DescriptionWe are seeking an energetic, strategic, and dynamic Director, Product Operations to lead the global Product Operations function through its next phase of evolution, “Product Ops ” In this role, you will elevate the effectiveness of our Product & Technology organisation and drive operational excellence at scale.You will oversee a team of 17 within a ~500-FTE Product & Technology organisation, with a strong focus on transforming Product Support into a strategic operations engine that enables efficiency, accelerates execution.This role combines strategic leadership with hands-on execution and requires a people-focused leader passionate about developing talent and scaling high-performing teams.Responsibilities:Leadership & StrategyLead and develop a 17-person Product Ops team across PMO and Product Support functions.Define and lead the Product Ops strategy aligned with Product & Tech leadership.Partner with senior leaders on planning, prioritisation, organisational health, and delivery performance.Product Ops Lead Operational TransformationOwn and drive the Product Ops strategy, focused on evolving Product Support from task execution to operational leadership across domains.Define and implement clear mandates, scope, and responsibilities for Product Support across foundational areas ( bug triage, localisation, release management, documentation).Partner with GPMs and EMs to streamline execution, clarify ownership boundaries, and embed Product Ops as a key operational partner.Pilot and scale the new model across multiple domains ( Vendor Discovery, Settlement, Growth, Foundations), ensuring continuity and iterative improvement.Operational Excellence for Home TeamsLead key operational rhythms ( issue triage, SLA reviews, dependency mapping, documentation standards) within the Home org.Track and communicate operational performance, blockers, and improvement opportunities.Improve execution quality through standardised processes, rituals, and reporting.Oversee Product Support and ensure strong SLA performance (TTFR, TTR, % SLA Met).PMO & Portfolio ManagementLead the PMO team driving programme governance, roadmap alignment, dependencies, and risks.Create portfolio visibility through dashboards, metrics, and communication frameworks.Stakeholder Partnership & CommunicationContribute to org-wide sessions and planning alongside the Chief of Staff.Be a trusted partner to CTO and CPO for all topics related to execution quality, resource coordination, and operational clarity.Drive clear, outcome-oriented communication on transformation milestones and delivery status.Create executive-ready content: narratives, dashboards, progress summaries, leadership updates.People & Team DevelopmentCoach and develop team members and build future leaders. Foster a culture of ownership, transparency, and continuous improvement. Drive engagement, accountability, and psychological safety.Systems & ToolingOversee Jira, Service Desk, tooling, and knowledge management frameworks.Drive workflow improvements, automation, and consistency across teams.QualificationsAround 8+ years of experience in Product Operations, PMO, Program Management, or related fields.At least 4+ years of experience managing or leading teams with 10+ FTE in a fast-paced environment.Ability to bring structure to ambiguity and influence senior stakeholders.Experience with OKRs, planning cycles, governance, and operational metrics.Strong communication skills and ability to produce executive-level content.High-energy, no-nonsense leadership style with a passion for people and talent development.