Senior Product Manager -Customer Support & Sales

We are looking for a Senior Product Manager to own the Customer Support and Sales domain within our proprietary commerce platform, including its integrations with third-party tools and vendors. In this role, you will be the product owner of a critical internal SaaS system used daily with direct impact on revenue protection, customer satisfaction, and operational efficiency.
You will define the product strategy and roadmap for this domain, work closely with Senior Leadership to align on priorities and trade-offs, and partner with Customer Support, Sales, Operations, Finance, R&D, Design, and Data teams to deliver scalable solutions in a fast-moving, ambiguous environment. This is a high-ownership role and the ability to drive change across the organisation.
Roles & responsibilities:
Own the end-to-end product lifecycle for internal Customer Support and Sales tools, from discovery and user research through delivery, launch, adoption, and ongoing optimization
Understand the needs, workflows, and constraints of support and sales teams, and translate business goals such as revenue protection, efficiency, and CX improvement into a clear product strategy and measurable outcomes
Design and deliver solutions that help teams resolve customer issues faster and prevent revenue loss, including proactive cancellation prevention, smarter refund and return flows, and workflow automation
Build sales-enablement capabilities that improve conversion, upsell, and cross-sell effectiveness, and average order value
Lead cross-functional execution and change management by aligning stakeholders across Customer Support, Sales, Operations, Finance, R&D, Design, and Data, and driving adoption of new tools and processes
Evaluate and integrate third-party platforms and vendors, making informed build-vs-buy decisions with a focus on scalability, cost, and long-term maintainability
Identify opportunities to simplify complex workflows, reduce manual effort, and scale operations through better product design, automation, and data
Define success metrics, track business and operational impact, and use data and qualitative feedback to continuously prioritise and improve outcomes, with visibility to senior leadership.