Product Engineering Lead, Customer Operations

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. As Product Engineering Lead for Customer Operations, you will report to the Head of Engineering for Gaming & Player Engagement and play a central role in shaping how we deliver for our customers and operational teams alike. You will work in close partnership with your Business Owner to understand organisational needs, define priorities, and build a product function capable of meeting them. You will staff and manage a team of Product Owners, taking full ownership of product solutions across your area — driving delivery, aligning to the technical strategy, as well as your business owner's goals, ensuring both your direct team and spoked-in resources are set up for success. Your portfolio spans multiple products, combining internal platforms with third-party solutions, and serving both customer-facing and agent-facing use cases. In this role, you are accountable for the delivery and productivity in your area. You ensure that the standards for security and technical compliance are followed and your products deliver value. You are comfortable working closely with stakeholders and peers to understand their needs and bringing the strategic direction to life. You ensure that we always keep the customer perspective in mind, securing the stability and quality of your products, providing maintenance and minimising technical debt.

• 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.

• Several years experience in people management and leading product or delivery teams in an operationally complex environment (required).
• Strong personal drive and ability to navigate complex scenarios without having all the answers (required).
• Capability to quickly grasp new information needed to understand and solve technical problems (required).
• Ability to quickly adapt to new situations and work in a fast-paced environment (required).
• Experience in building successful teams and leading them through change (required).
• Positive and pragmatic attitude (required).
• Strategic mindset with the ability to translate business objectives into actionable delivery plans (required).

• Well-being allowance
• Learning and development opportunities
• Inclusion networks
• Charity days
• Long service awards
• Social events and activites
• Private medical insurance
• Life assurance and income protection
• Employee Assistance Programme
• Pension