Rewardgateway
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
Key Responsibilities
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
Skills
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 communicate effectively with engineers and technical team members
Demonstrated expertise in crafting and coordinating operational processes in fast‑paced, large‑scale product development settings, ideally in B2B SaaS or technology‑focused companies
Deep understanding of product management best practices—user research, market insights, goal setting, prioritisation, execution, and leadership
Familiarity with monitoring tools, incident management protocols, and collaboration with Site Reliability Engineering (SRE) teams
Proven ability to develop relationships and align teams across product, engineering, and leadership to ensure the effective execution of strategic priorities
Hands‑on experience analysing workflows and implementing scalable solutions to address inefficiencies and improve operational performance
Proven experience in defining and delivering solutions to track and improve operational KPIs, analysing both quantitative and qualitative data to inform decisions, and communicating insights to both technical and non‑technical team members
Capable of gaining trust, fostering respect, and influencing peers and stakeholders to achieve shared objectives
Proven ability to lead and develop high‑performing teams, with experience managing and coaching individuals and building inclusive and collaborative cultures
Self‑starter who can identify areas of improvement, develop solutions, and inspire change with autonomy
The Interview Process
Online interview with the Senior Talent Partner
In‑person interview with the Director of Product Operations and Engineering team member
Online interview with Director of Product Operations and CPO
At Reward Gateway | Edenred, 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 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.
Third Floor, 1 Dean Street London W1D 3RB United Kingdom
EngineeringLondon Full Time £95,000 - £100,000 / year
Product ManagementLondon Full Time £95,000 - £100,000 / year
MarketingLondon Full Time £58,000 - £60,000 / year
#J-18808-Ljbffr
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
Key Responsibilities
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
Skills
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 communicate effectively with engineers and technical team members
Demonstrated expertise in crafting and coordinating operational processes in fast‑paced, large‑scale product development settings, ideally in B2B SaaS or technology‑focused companies
Deep understanding of product management best practices—user research, market insights, goal setting, prioritisation, execution, and leadership
Familiarity with monitoring tools, incident management protocols, and collaboration with Site Reliability Engineering (SRE) teams
Proven ability to develop relationships and align teams across product, engineering, and leadership to ensure the effective execution of strategic priorities
Hands‑on experience analysing workflows and implementing scalable solutions to address inefficiencies and improve operational performance
Proven experience in defining and delivering solutions to track and improve operational KPIs, analysing both quantitative and qualitative data to inform decisions, and communicating insights to both technical and non‑technical team members
Capable of gaining trust, fostering respect, and influencing peers and stakeholders to achieve shared objectives
Proven ability to lead and develop high‑performing teams, with experience managing and coaching individuals and building inclusive and collaborative cultures
Self‑starter who can identify areas of improvement, develop solutions, and inspire change with autonomy
The Interview Process
Online interview with the Senior Talent Partner
In‑person interview with the Director of Product Operations and Engineering team member
Online interview with Director of Product Operations and CPO
At Reward Gateway | Edenred, 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 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.
Third Floor, 1 Dean Street London W1D 3RB United Kingdom
EngineeringLondon Full Time £95,000 - £100,000 / year
Product ManagementLondon Full Time £95,000 - £100,000 / year
MarketingLondon Full Time £58,000 - £60,000 / year
#J-18808-Ljbffr