Senior Product Manager (Operations, Fraud & Support)

What’s Yonder?

“It's as if Time Out, Amex and Monzo had a baby” - Will T, Yonder Member

We’re building the financial membership of the future. Starting with a credit card that has fun and experiences at its core, we’re the antithesis to your dad’s stuffy, corporate, boring credit card.

Whilst tech is revolutionising the finance industry, credit is still stuck in the stone ages. We want to create a world where financial services are fair and conscious, and the stress of debt is eliminated for everyone.

We've raised an additional £23.4M in September 2024 to grow our team, launch even better rewards and fast-track our expansion outside the UK 🎉

Sounds cool. What’s my part in this?

There are broadly 4 product squads in Yonder

• Growth/Activation: Focuses on getting activated new members

• Member Value: Ensures that we drive members to make Yonder their main account

• Rewards: Ensures our members are getting breadth and depth of reward value through partners

• Operations Product : This is where you come in - ensures we’re protecting our customers and business against bad actors

We're looking for a Senior Product Manager to join Yonder and own the experience our members have when things go wrong – and how our internal teams handle it when they do.

What will I actually be working on?

Member self-service

Building in-app experiences that let members resolve their own issues quickly and confidently - without needing to speak to a human. Think: dispute flows, fraud reporting, account recovery, downgrade queries. The goal is members who sort it themselves, not one who opens a support ticket.

Internal tooling for Ops, Fraud & Support

The tools our internal teams use directly determine how fast and well they can help members. You'll own the agent-facing experience - building and improving the tooling that helps our Support, Fraud, and Operations teams investigate cases, take action, and close tickets with less effort. Less clicking, less switching, more resolution.

Deflection and contact rate reduction

Working across the product to identify the root causes of member contact - the bugs, confusing flows, and missing self-serve options that generate avoidable inbound. You'll be the PM who asks "why did this member need to contact us at all?" and then fixes it upstream.

AI and automation

Embedding AI across both directions: helping members get answers faster through intelligent chat and smart search, and helping agents work more effectively through summarisation, auto-classification, and suggested next actions. You don't need to be an AI engineer - you need to know how to ship AI-powered products that actually work in production.

How will I be measured?

This role has a clear set of outcomes it owns:

• Contact rate - fewer members needing to reach us per 1,000 active members

• Average handling time - how long it takes an agent to resolve a case

• Resolution time - end-to-end time from member raising an issue to it being closed

• CSAT - member satisfaction across support interactions

You'll set targets, track progress, and be accountable for moving these in the right direction.

A bit about you:

We don't have a rigid checklist. But here's what the role genuinely requires:

• You've shipped products that reduced operational load. You understand that the best support product is often the one that means members don't need support at all. You've built self-serve flows, deflection tools, or internal tooling at a company where contact rate was a real metric.

• You're comfortable in the messy middle. This role sits across Fraud, Operations, and Support – three teams with different incentives, different risk tolerances, and different definitions of a good outcome. You'll need to build trust with all of them and translate between them.

• You think in systems. You can look at a spike in contact volume and trace it back to a product decision made three months ago. You design feedback loops, not just features.

• You're data-driven, but not data-dependent. You know how to use SQL to pull your own answers, talk fluently with data, and make decisions when the data is ambiguous.

• You understand AI/ML in practice. You've worked with LLMs, retrieval systems, or automation tooling in production - not just in a prototype. You know the difference between what a model can reliably do and what it can't.

• Attention to detail. You’re able to zoom in and obsess about small details that benefit customers. Mention #Guava in your application so we know you sweat the details

• You care about member experience even when it's operationally convenient not to. It's easy to optimise for deflection at the expense of the member. You won't.

• You work like it’s 2025. AI tools are a natural extension of how you work - brainstorming with ChatGPT, spinning up concepts in Figma AI, generating SQL, summarising research. You know how to move faster by augmenting yourself

Bonus

1. You’ve worked in early-stage or fast-growing teams

2. You’ve worked in fraud, support and operations

3. You’ve worked in fintech, or on regulated products

What’s it like working at Yonder?

🏢 We’re office-first, remote-friendly

We’re based in our Hoxton office, complete with a terrace, breakfast, coffee (from a barista), dogs, beer taps and plenty of comfortable space to do your best work. We ask you to come into the office at least 3 days a week, with everyone coming in on Mondays.

🤍 We take a values-led approach

Our principles are incredibly important to us, so we recommend you check them out here: Our DNA

📚 We take development really seriously

We have a pretty structured process for progression, with fortnightly one-on-ones and quarterly peer perspectives. We also take some time at the end of each week to reflect and celebrate what we’ve learned and achieved.

What’s in it for me?

Depending on your skill set and what you can bring from day one, you’ll be looking at:

💰 £90,000 - £112,000 annual salary depending on experience

📈 £76,000 - £104,000 stock options

Plus

✈️ 35 holidays (27 days annual leave + 8 days public leave)

⛷ 2x team-building offsites per year (1 in the UK, 1 abroad)

❤️‍🩹 Private healthcare with Vitality, including mental health, dental & vision cover

🐣 Up to 12 weeks enhanced parental leave after being with Yonder for 1 year

🧠 Learning & training allowance (£750/year) that you can use on books, courses, etc

🍳 Regular team breakfasts and lunch

⛳️ Regular team events like Mini-golf, Escape Room, Cocktail making

🚴 Cycle-to-work scheme

☕️ Fresh pour-over coffee made by our very own CEO, Tim

What’s the interview process like?

We take the candidate experience really seriously, so we’ve made the process as transparent as possible. We also promise to be super responsive, and will never leave you wondering where you stand for weeks on end.

Here’s how it works:

• Stage 1: Hiring manager call with Karam Kanan (30-45 mins): We'll have an initial Google Meet call to find out more about you and to tell you more about us

• Stage 2: Experience interview (60 mins): We'll deep dive into your technical experience, talk about projects you've worked on

• Stage 3 : Problem solving interview (60 mins): We’ll pair on a problem together with a whiteboard to see how you think about solving them with other team members

• Stage 4: Values interview (60 mins): We want to learn more about how you work - we’ll ask you questions related to our principles ( Our DNA ). This stage will be with two people from our wider team

• Stage 5: We’ll also do a reference check - ideally with a previous manager on the phone

• Stage 6: Offer 🤩 If everyone’s happy, we’ll make you an offer to join us 🎉 All offers are subject to right to work & criminal background checks

Other things to know:

• We love closing the feedback loop at Yonder. You can expect specific feedback on our decision from Stage 2 onwards, and you can always ask for more.

• We must complete right to work & criminal, politically exposed persons, and default to credit notice background checks for every new Yonder-er for compliance purposes because we handle sensitive customer data.

• We also do reference checks, ideally with your most recent manager on the phone.

• We like to move quickly at Yonder, so we will be ready to onboard you once the above checks are complete - the entire process can take between 2 - 6 weeks.

🌈 We know that diverse teams build better products. If you’re from an under-represented community, we’d especially love to hear from you.

👉 Even if you don’t feel 100% qualified, please do apply anyway. Your attitude and desire to grow are just as important as your experience.