Group Product Manager

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.

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.

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

• 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.

• Significant experience in Product Management,…