Product Manager (US Loans)

Lendable

ABOUT LENDABLE Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start: * One of the UK’s newest unicorns with a team of just over 700 people * Among the fastest-growing tech companies in the UK * Profitable since 2017 * Backed by top investors including Balderton Capital and Goldman Sachs * Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot) So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. JOIN US IF YOU WANT TO 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting ABOUT THE ROLE Reports to: Operations Manager (US Cards & Loans) As a Team Lead in Customer Operations, you will lead, coach, and develop a team of approximately 10 front-line agents responsible for delivering exceptional service and support to our US customers, across our Cards product. You will ensure the consistent achievement of key performance indicators (KPIs), use data and insight to foster continuous improvement, and champion initiatives that streamline processes and improve customer experiences. You will dedicate a substantial portion of your time (up to 30%) to identifying and supporting process improvements, leveraging frontline insights to inform automation, digital enhancements, and re-engineering of complex workflows. You will play a pivotal role developing your team, managing risk, ensuring compliance, and collaborating cross-functionally to deliver the best possible customer and business outcomes.   KEY RESPONSIBILITIES Team Leadership & Development * Lead, coach, and inspire a team of 10 agents, ensuring they deliver high-quality, empathetic support and achieve team and individual KPIs (e.g. quality, compliance, productivity, SLAs). * Foster a culture of accountability, continuous learning, and best practice, tailoring support and development to the needs of each team member and identifying emerging talent. * Conduct regular individual and team performance reviews, providing actionable feedback and targeted coaching. Performance Management & Data-Driven Improvement * Monitor and analyse a variety of data sources (KPIs, dashboards, call listening, QA, customer feedback) to assess individual and team performance. * Identify trends, performance gaps, opportunities for improvement, and design appropriate action plans to uplift service quality and efficiency. * Escalate and resolve issues proactively, using data and customer insights to drive change. Process Excellence & Continuous Improvement * Dedicate up to 30% of your time to reviewing customer and team interactions (calls, chats, digital correspondence, workflows) to identify process pain points and improvement opportunities. * Collaborate cross-functionally with Product, Technology, and Operational teams to support automation, system enhancements, and re-engineering of complex processes. * Champion and embed process changes, ensuring they improve customer journeys, efficiency, compliance, and accessibility, especially for vulnerable or high-risk customers. Compliance, Risk & Quality * Ensure your team's customer interactions meet regulatory and compliance standards relevant to all customer segments, with particular attention to those in vulnerable or complex situations. * Promote risk awareness, adherence to policies, and corrective action where necessary. * Support in embedding governance, quality frameworks, and change management initiatives within the team. Stakeholder Engagement & Communication * Communicate performance, risks, best practices, and improvement recommendations to the relevant Head of Department and across teams as required. * Act as an advocate for frontline feedback and customer insight, driving positive change through cross-functional collaboration. EXPERIENCE & SKILLS * Proven experience managing or supervising customer-facing, operations, or support teams in a regulated, fast-paced, and/or tech-enabled environment. * Experience in driving the performance and development of individuals and teams against ambitious targets. * Analytical skills, with the ability to interpret a range of data sources (dashboards, QA, customer feedback) to inform coaching and process improvements. * Demonstrated ability to motivate, coach, and develop a diverse team; skilled at recognising and nurturing emerging talent. * Comfortable working with CRM/case management systems, digital platforms, and supporting technology-driven change (automation, AI, etc.). * Strong written and verbal communication skills, with the ability to engage, motivate, and influence at all levels. * Experience working within compliance, risk management, or regulated environments, particularly in the US, is desirable. Behaviours & Approach * Champions a customer-first mindset: committed to delivering compassionate, fair, and tailored support, particularly for customers in vulnerable or complex situations, while always seeking opportunities to enhance efficiency and streamline the customer journey. * Proactive and solutions-oriented; thrives on analysing problems, leading change, and delivering continuous improvement. * Data- and insight-driven; uses evidence to inform decision-making and team management. * Inclusive leader, motivating teams through change and fostering a culture of development, accountability, and collaboration. * Personally resilient, adaptable, and accountable; able to balance customer, business, and risk priorities. * Embraces technology, innovation, and new ways of working to deliver better outcomes for customers and colleagues. Working Pattern Bi-weekly rotation: 10am - 7pm 12pm - 9pm Monday & Friday: WFH Tuesday - Thursday: London office LIFE AT LENDABLE * Winning team: the opportunity to scale up one of the world’s most successful fintech companies * Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites * Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls * Health coverage: support for your physical and mental wellbeing, including private health cover * Retirement & savings: long-term financial wellbeing through retirement savings plans * Employee referral programme: earn a competitive bonus when you refer successful new team members * Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations * Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner. Check out our blog!

Lendable

ABOUT LENDABLE Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start: * One of the UK’s newest unicorns with a team of just over 700 people * Among the fastest-growing tech companies in the UK * Profitable since 2017 * Backed by top investors including Balderton Capital and Goldman Sachs * Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot) So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. JOIN US IF YOU WANT TO 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting ABOUT THE ROLE We’re looking for a Product Manager to help shape and grow the UK Cards product. This is not a traditional PM role focused on roadmap management, stakeholder coordination or writing tickets. We are looking for someone who thinks like an owner and operates like a builder. You should be someone who naturally questions how things work, challenges assumptions and looks for practical ways to improve the product. You will work closely with engineering, operations, data, finance and commercial teams to identify problems, validate opportunities and drive execution across the Cards business. The role combines product thinking, experimentation, problem solving and AI tooling. If you are excited by fintech, lending and building products in a fast moving environment, this role offers significant ownership and impact. What you'll be doing This role will cover a broad range of work across the UK Cards product. 1. Driving product and growth initiatives You will identify opportunities to improve customer experience, engagement, conversion and business performance. Examples include: * Designing and running experiments across acquisition, onboarding, engagement and retention * Improving customer journeys, product features and servicing experiences * Using data and customer insights to prioritise product opportunities * Defining MVPs and validating ideas before committing engineering resources * Working closely with engineering teams to deliver high impact improvements 2. Building operational leverage and AI-enabled workflows We want someone who actively looks for smarter and more scalable ways to work. Examples include: * Improving internal tooling and operational workflows * Driving adoption of AI tools across the team (Claude, Cursor and other emerging tooling) * Supporting development of AI-powered customer support and servicing * Automating manual operational processes where possible * Helping teams make faster and better decisions through better workflows 3. Owning cross functional problem solving The role requires operating across product, operations, finance, capital markets and customer servicing. Examples include: * Identifying operational bottlenecks and driving improvements * Coordinating complex initiatives across multiple teams * Translating ambiguous business problems into impactful plans * Balancing customer outcomes with commercial and operational constraints A core part of the role is continuously challenging how things are done today and helping the organisation operate in simpler, faster and more effective ways. Who this role is for This role is designed for someone who wants significant ownership and enjoys solving hard problems in fast moving environments. Typical profile * 4+ years of experience in product, strategy, consulting, analytics or startup environments * Experience owning products or growth initiatives * Strong interest in fintech, lending and technology * Comfortable working across both strategy and execution * Curious about AI and how new tools can improve product development * Interested in building and scaling products with real business impact You should be someone who * Thinks from first principles rather than accepting how things currently work * Challenges assumptions and asks high quality questions * Enjoys solving ambiguous and messy problems * Uses data confidently to make decisions * Moves quickly and tests ideas pragmatically * Is highly ownership and execution focused * Can operate independently with broad direction * Communicates clearly across technical and non technical teams * Is comfortable switching between product, operational and commercial contexts Why this role is interesting You will get exposure to: * How consumer lending and credit cards work in practice * Building and scaling one of the UK’s most successful fintech products * Product-led growth and experimentation * AI tooling and automation inside a real product organisation * The operational and commercial side of running a fintech business * Cross functional decision making across product, finance, operations and risk You will work closely with senior members of the Cards team and have the opportunity to own meaningful, business critical initiatives with significant autonomy. LIFE AT LENDABLE * Winning team: the opportunity to scale up one of the world’s most successful fintech companies * Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites * Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls * Health coverage: support for your physical and mental wellbeing, including private health cover * Retirement & savings: long-term financial wellbeing through retirement savings plans * Employee referral programme: earn a competitive bonus when you refer successful new team members * Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations * Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner. Check out our blog!

Lendable

ABOUT LENDABLE Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start: * One of the UK’s newest unicorns with a team of just over 700 people * Among the fastest-growing tech companies in the UK * Profitable since 2017 * Backed by top investors including Balderton Capital and Goldman Sachs * Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot) So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. JOIN US IF YOU WANT TO 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting About the role We're looking for an experienced, analytical and customer-first Senior Product Manager to join our New Products team. You’ll work closely with the MD to incubate products from 0→1 and scale them to millions of users. In our flat structure with high ownership, you’ll shape Lendable’s next growth vectors while leading large, high-calibre engineering teams to build category-defining products. You’ll report to the VP of Product, but own your product lines end-to-end—driving strategy, execution, and cross-functional alignment. This role requires someone who thrives in highly technical environments and brings strong engineering leadership, operational excellence, and the ability to influence senior stakeholders. WHY JOIN OUR NEW PRODUCTS TEAM? * High ownership: Take full ownership of product lines from day one in our flat organisational structure * Exceptional teams: Lead and influence large groups of world-class engineers, designers, and data scientists * Massive impact: Your products will directly improve financial outcomes for millions of customers * Cutting-edge technology: Build with new data sources, machine learning, and AI to automate complex processes * Growth opportunity: Join during our expansion into the massive UK and US markets * Leadership exposure: Work closely with VP-level and C-suite stakeholders on our most strategic bets WHAT YOU'LL DO STRATEGISE: DEFINE THE FUTURE OF CONSUMER FINANCE * Partner with the VP of Product and the MD to develop long-term product strategies (5–10+ years out) * Translate complex market signals and consumer trends into clear product direction * Drive strategy conversations with senior leadership, owning the narrative behind new product investments * Explore how AI and automation can create defensible competitive advantages BUILD: LEAD 0→1 PRODUCT DEVELOPMENT * Take products from concept to validation, MVP, and early scale * Define scope, experimentation plans, and success metrics for each new product * Ensure financial models, pricing assumptions and scalability metrics are validated early * Build cross-functional alignment across engineering, design, finance, ops, and marketing OPERATE: DRIVE EXECUTION WITH DEEP ENGINEERING PARTNERSHIP * Lead large cross-functional engineering squads, ensuring alignment, clarity and high-velocity delivery * Run sprint planning, roadmap sessions, and stand-ups—optimising engineering output and resource allocation * Make daily product decisions that directly influence technical direction, architectural choices, and prioritisation * Go deep technically with engineers on implementation details, trade-offs, and system design * Conduct customer research, user testing, and SQL-based data analysis to generate insights * Anticipate operational, technical, and regulatory bottlenecks well in advance and orchestrate dependencies * Partner with Finance and Ops to design scalable operational models * Collaborate directly with marketing on value prop, positioning, and acquisition strategies * Continuously validate assumptions post-launch through experimentation and analytics COLLABORATE: DRIVE CROSS-FUNCTIONAL SUCCESS * Create alignment across engineering, design, data, operations, marketing, and leadership teams * Hold cross-functional partners accountable to delivery timelines and product outcomes * Lead end-to-end discovery sessions and ideation workshops with senior stakeholders * Communicate complex technical and strategic decisions with clarity to engineering and non-technical audiences WHAT WE'RE LOOKING FOR ESSENTIAL EXPERIENCE * 3+ years of product management experience; 5+ years in product, strategy, or analytics * Experience building complex regulated financial products (e.g. current accounts, debit cards, lending) is a strong bonus * Proven success taking new products from concept → launch → early scale * Experience leading large engineering teams or multi-squad delivery in high-growth or ambiguous environments * Expertise in experimentation, A/B testing, and data-driven development * Technical fluency: SQL proficiency required; bonus for coding familiarity CORE CAPABILITIES * Engineering leadership: Ability to influence and guide large technical teams, optimise velocity, and drive aligned execution * Risk-taking mindset: Comfortable making bold bets in ambiguous environments * Strategic thinking: Strong synthesis of customer insights, data, and commercial requirements * Operational excellence: Sharp prioritisation and ability to focus teams on high-impact work * Stakeholder management: Skilled at aligning diverse teams around ambitious product strategies * Leadership communication: Credible communicator with VP and C-suite, able to defend decisions and influence direction IDEAL BACKGROUND * Experience in fintech, consumer finance, or adjacent industries * Time spent in startups/scale-ups or flat organisational structures * Strong enthusiasm for emerging technologies and their applications in finance INTERVIEW PROCESS * Intro call with Talent Team * Take-home exercise (5 days) * Take-home debrief & case study with VP of Product * Final round: * MD interview | 45 minutes * Engineering interview (2 engineers) | 45 minutes * CPO | 30 minutes LIFE AT LENDABLE * Winning team: the opportunity to scale up one of the world’s most successful fintech companies * Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites * Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls * Health coverage: support for your physical and mental wellbeing, including private health cover * Retirement & savings: long-term financial wellbeing through retirement savings plans * Employee referral programme: earn a competitive bonus when you refer successful new team members * Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations * Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner. Check out our blog!