Product Manager

Vacancy Name Product Manager

Vacancy No VN1135

Job Type Permanent

Location Sunderland

Job Details

Product Manager - Customer Hub Product Pod

Contract type :
Permanent

Location :
Sunderland (Hybrid working - 3 days in the office)

Working hours per week : 40 hours

Level :
Manager

Final date to receive applications :
Friday 28th November 2025

Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value.

We’re Ocado Retail , a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket, . Not only is  the only place to shop a full range of M&S food online, it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind , our same-day grocery delivery service.

The IT & Product Support structure is now focused on in-house support by Ocado Retail (ORL) for all business-critical infrastructure, applications, and integrations. This role is a key part of our organisational model, which is built around Product Pods. These pods have full ownership of their product roadmaps and are supported by dedicated in-house development resources.

We are creating a product pod to provide product support to the Ocado Customer Hub. This pod's initial focus will be our customer service platform and the development thereof.

The Product Lead - Customer Hub works under the guidance of the Product Practice Lead, with a strong reporting line into the Customer Hub. You will be responsible for defining and executing the product roadmap for Project Zest, managing the feature backlog, and ensuring the development team has what it needs to deliver exceptional value to our customer service advisors and, ultimately, our customers.

• Product Strategy & Roadmap :
  Define, champion, and execute the product vision and strategy for Project Zest. Own the product roadmap and manage the feature backlog, prioritising new features (like AI automation), integrations (e.g., Social Media, Whats App), data enhancements, and bug fixes.
• Technical Translation & Stakeholder Engagement :
  Act as the key technical product expert. Collaborate closely with operational SMEs and Customer Hub stakeholders to gather and refine business requirements, translating them into clear, actionable user stories and technical specifications for the development team.
• Product Development & Execution :
  Own the product development lifecycle from technical requirements gathering and refinement through to user acceptance testing, launch, and iteration. You will ensure the platform continuously evolves to meet the needs of our advisors.
• Team Collaboration :
  Work in an agile pod structure with a dedicated development team, providing the technical context and clarity needed to align the team with the product roadmap and vision.
• Continuous Improvement :
  Monitor product performance, gather user feedback, and identify opportunities to optimise advisor workflows, improve the user experience, and deliver business value. This includes exploring "test and learn" initiatives for Google / Salesforce AI agents to automate workflows.
• Reporting Structure :
  Report formally to the Product Practice Lead, with a strong day-to-day reporting line into the Customer Hub.

• An experienced professional with a solid background in product management or technical product ownership, with a deep understanding of the agile product development lifecycle.
• Technically minded , with a proven ability to understand complex technical systems, data flows, and integrations. You are comfortable acting as the translator between business operations and a development team.
• A strong collaborator with excellent stakeholder management skills, able to work with and influence a wide range of technical and non-technical partners.
• A pragmatic professional who can combine a strong understanding of technology with business operations to ensure the delivery of functional and non-functional requirements.
• Experienced in managing delivery through internal resources and / or service providers.
• Familiar with…