Product Engineering Lead, Customer Operations
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Overview
Join Kindred Group as a Product Engineering Lead for Customer Operations, driving product solutions that enhance customer experience and operational efficiency. The Gaming & Player Engagement Engineering vertical consists of three areas, and we are looking for a Product Engineering Lead for one of them. The Customer Operations engineering area sits at the heart of our customer experience, covering key journeys across customer support, responsible gaming, player sustainability, and account management. This includes a broad portfolio of customer and agent-facing products — spanning self-service help centres, third-party platforms, and automated solutions such as AI chatbots.
What you'll do
- •Work closely with your Business Owner to translate strategies and requirements into technical deliverables
- •Drive outcomes in your area according to priorities set by the Business Owner, taking ownership for the success of your products
- •Support the Business Owners with technical expertise, potential solutions, resources for ideation purposes and cost estimations
- •Build a strong team of Product Owners, fostering a culture of accountability, ownership, performance, and innovation
- •Ensure that your area has the right structure, capacity and spoked-in resources to be able to deliver according to expectations
- •Lead and motivate the teams and spokes in your area to ensure alignment on key objectives, goals and deliveries
- •Collaborate with other Product Engineering Leads to drive initiatives that span across several Engineering areas
- •Keep stakeholders informed on progress and changes to timelines or cost
- •Ensure that your area has the right tools to deliver, including licenses, tooling and test environments
- •Make sure all services are maintained and compliant, and that all deliveries follow our standards for security and quality
- •Secure that all deliveries in your area follow the Tech Process and architectural guidelines
- •Drive continuous improvement and process optimisation by leveraging AI, automation, and workflow simplification to enhance efficiency, effectiveness, and customer experience