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    Head of Product - London, United Kingdom - loveholidays

    loveholidays
    loveholidays London, United Kingdom

    2 days ago

    Default job background
    Hybrid Remote
    Description

    Why loveholidays?

    At loveholidays, we're on , giving our customers unlimited choice, unmatched ease and unmissable value for their next holiday. We're now the 3rd largest ATOL holder in the UK and have just launched in Germany - and we're continually looking to expand.

    About the team

    At loveholidays we are scaling our platform and have split into 4 departments to help us scale. These departments are made up mainly of cross functional product teams all operating in an environment.

    The Managing department is responsible for our post-booking experience - ensuring customers can manage their booking and have a seamless experience when traveling and returning. The department looks after our contact-centre tooling, our amazing Sandy chatbot and the post-booking digital experience. Much of the Managing work is about ensuring we are delivering the best service through a smart service and catering for our customer needs when they need to change a booking, contact us or get their transfer information. There's some very advanced AI technology that we leverage in this area to allow for automation of customer requests. We'll want to continue to upgrade this experience and give customers the peace of mind when they've booked.

    Our other departments are:

  • Selling - responsible for building the best holiday search experience for customers - searching through billions of offers and ensuring a seamless checkout experience through both our app and web. Areas of responsibility include our search platform, payment services, revenue management platform and content.
  • Supplying - the teams responsible for hotel, flight and ancillary supplier integrations, including data ingestion and reservation APIs, with a focus on optimising breadth of choice, cost & availability accuracy and the successful fulfilment of holiday package components
  • Scaling - the teams that provide systems and infrastructure that solve common technological problems to take advantage of the related economies of scale and increase the impact of technology expertise, forming the foundation systems are built on - such as our infrastructure and content management systems.

    • What you'll be doing:

    Reporting to the Director of Product, the Head of Product will:

  • Set and manage the Managing platform strategy alongside the Head of Engineering with support from our Director of CX and DIrector of Platform IT who look after the call centre side
  • Work closely with the Director of Product, CPO and other Heads of Product to align on our overall product strategy and how Manage fits into it
  • Drive product development and delivery through amazing prioritisation, setting the pace of the teams and unblocking execution.
  • Define and monitor our Platform Managing KPIs and evolve them over time as the business changes - KPIs such as automated amendments, cost per booking, CSAT, chatbot automation
  • Manage, grow and mentor a group of PMs across the Managing department
  • Work closely with CX and Supply to ensure we are delivering a great service to our customers online and offline
  • Work with internal stakeholders - the CTO, CPO and CDO, communicate progress through steering with the leadership team and be part of product leadership to steer other product areas
  • Manage the Managing product budget and evolve the team structures alongside the Head of Engineering

    • What we look for in you:

  • You have several (5+ ideally) years experience in a product management role and have held a Lead / Leadership position in product or technology
  • Successful in shipping new and existing customer facing products and can talk about key metrics and failures around them - a bonus if you've worked with chatbots or call-centres
  • Have a good understanding of commercials and working with external suppliers to build good relationships
  • Great written and verbal communication skills and an ability to bring stakeholders on the Managing journey
  • Experience in analytics and tools like BigQuery to unlock insights and give the team visibility into metrics
  • You've worked in cross functional, autonomous teams and have experience doing internal research for customers with a strong understanding of product discovery
  • A passion for building exceptional internal products that can scale effectively

    • Perks of joining us:

  • Company pension contributions at 5%
  • Individualised training budget for you to learn on the job and level yourself up
  • Discounted holidays for you, your family and friends
  • 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
  • Ability to buy and sell annual leave
  • Cycle to work scheme, season ticket loan and eye care vouchers

    • At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.

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