Head of Product Operations

Reward Gateway, part of Edenred, is a global leader in benefits and employee engagement. We help businesses attract, engage, and retain top talent through strategic reward, recognition, and well‑being solutions.
Guided by our shared missions—‘Making the World a Better Place to Work’ and ‘Enriching Connections, For Good’—we’re committed to transforming workplaces and improving people’s daily lives.
Our team embodies entrepreneurial spirit, innovation, and respect. We push boundaries, speak up, and stay human, fostering a culture where imagination thrives.
Your Role in our Mission:
As Head of Product Operations, you will play a pivotal role in developing best‑in‑class scalable operations across our Product Teams to focus on problem‑solving and delivering user value. By standardising and championing scalable product development practices, aligning operations, optimising workflows, and enabling product innovation, you will empower our teams to deliver impactful solutions. A key part of your role will be to own how we handle issues and incidents, making sure we’re effective, efficient and consistent

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
• Allowance for professional development books, E‑books, podcasts
• Substantial bonus payments for a number of life events, including pet adoption, wedding/civil ceremony, new family, retirement
• Employee, friends and family discounts across 1,200+ retail, hospitality and lifestyle brands

• Be responsible for the development and refinement of processes for issue management and incident response
• Oversee and ensure effective processes are in place for the handling and communication of incidents and issues across Product Clusters, Internal Teams and Stakeholders
• Establish metrics and reporting systems to track incidents, issues and their resolutions
• Lead and run the monthly Ops and Incident review meetings with regions/stakeholders
• Manage the product support process to ensure efficient resolution of issues advanced to the T2 support team and customer satisfaction
• Own and refine our quarterly planning process
• Accountable for the creation and implementation of scalable product practices that ensure effective discovery and collaboration that improve the overall efficiency of the product development lifecycle
• Define and monitor key operational metrics to assess organisational and team performance, identify progress blockers, and allow for the effective identification of process improvements
• Develop and manage operational tools and processes to help product leaders make data‑informed product decisions, resource allocation and road‑mapping building
• Partner with product leaders to ensure strategic roadmaps, priorities, and resources are aligned with business objectives and team capabilities
• Develop and own the framework for introducing new processes and practices to internal cross‑functional teams
• Build clear communication channels and reporting mechanisms to ensure transparency and alignment across product teams, between functional leadership, and with key stakeholders across the business
• Lead, mentor, and coach the Product Ops team, focusing on building skills, creating career pathways, and building a strong culture of continuous improvement
• Oversee the Product Support Team (including a Team Lead and x3 Product Support Specialists)
• Act as a trusted partner to cross‑functional product leaders, providing the operational support needed to help them deliver on strategic objectives and ensure team alignment
• Be a key member of the SMT, owning regular performance reporting for the Ops and Support teams to input into business reviews
• Be a visionary Ops champion for our internal teams

• Bachelor’s or Master’s degree in a STEM field (Computer Science, Engineering, Mathematics, etc.) or equivalent experience
• Demonstrable experience in product management or product operations
• Strong product and technical background with proven ability to…