Staff Product Manager

About Fin

Fin is a leader in AI Customer Agent technology, dedicated to enhancing business-customer interactions by delivering top-tier customer experiences. Our AI Agent, Fin, excels in providing seamless, comprehensive support across all customer touchpoints—including service, sales, and e-commerce—powered by proprietary AI models that handle complex issues end-to-end with minimal setup. Additionally, Fin integrates natively with Intercom help desk systems to create a unified solution tailored for modern support teams. Established in 2011, Fin rapidly grew into one of the world's largest private software firms, empowering nearly 30,000 global businesses to revolutionize their customer support.

Role Overview

We seek a Staff Product Manager to lead a distinguished team of engineers, designers, and researchers, crafting innovative products that influence millions daily in the realm of business messaging and AI-driven customer engagement. This position offers a pivotal leadership opportunity to own critical product segments or projects and guide their success from conception to delivery.

Key Responsibilities

• Oversee a major product domain or spearhead significant projects.
• Gain deep insights into customer challenges via research, data analysis, and direct interactions, then clearly convey these problems to the team.
• Develop and manage the product roadmap, articulating priorities, timelines, and rationale to build alignment and enthusiasm.
• Collaborate with engineering and design to envision, develop, and launch solutions ranging from expansive visions to focused improvements.
• Utilize AI to enhance personal productivity, speed up development, and amplify team effectiveness.
• Assess product impact using both quantitative metrics and qualitative feedback during beta phases and post-release.
• Ensure product quality consistently meets world-class standards with each release.
• Work cross-functionally to establish and execute clear go-to-market strategies, contributing hands-on as necessary to guarantee delivery.
• Exemplify leadership by embodying company values and research & development principles.

Required Skills and Attributes

• Strong customer-centric focus with the ability to define and articulate complex customer issues using data and qualitative inputs.
• Expertise in crafting compelling product roadmaps that clearly communicate feature focus and timelines.
• Excellent product judgment to balance customer needs, business objectives, and technical capabilities.
• Proven ability to collaborate deeply with engineering and design teams to deliver impactful products rapidly, while independently leveraging AI to accelerate processes.
• Solid understanding of AI technologies and large language models (LLMs), enabling informed assessment of feasibility and product trade-offs.
• Technical fluency to engage effectively with engineers and customers on modern technology stacks, including APIs, SaaS platforms, low-code tools, and system architectures.
• Outcome-driven mindset with strong communication, ownership, and alignment abilities.

Benefits

• Competitive remuneration with equity in a fast-growing startup.
• Weekday lunches, diverse snacks, and a well-stocked kitchen.
• Regular salary reviews rewarding outstanding contributions.
• Pension scheme with up to 4% employer matching.
• Comprehensive life assurance, health, and dental insurance covering employees and dependents.
• Flexible paid time off policies.
• Family-friendly leave policies including paid maternity and six weeks paid paternity leave.
• Support for cyclists via Cycle-to-Work Scheme and secure bike storage.
• Provision of MacBooks as the standard workstation, with Windows options available for specific roles.

Work Culture and Policies

Fin operates a hybrid working model requiring employees to be on-site at least three days weekly to foster collaboration and a strong company culture, while maintaining flexibility for remote work. The company embraces an inclusive and open culture that avoids divisive discussions to ensure a safe and cohesive environment. Personal opinions on social or political topics are respected when expressed privately. Fin is committed to diversity and equal opportunity employment, prohibiting discrimination based on multiple legally protected characteristics.