Principle Product Manager

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Company Description

We're Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

To support this vision, we want to be a world-class Product organisation that has the capabilities to give our customers the best experiences and provide our Commercial teams with the platform to win in every market and super-charge our growth.

We are looking for exceptional Principal Product Managers to play a key role in transforming our Customer Services technology tools and own end-to-end delivery.

As a Principal Product Manager, you will be responsible for collaborating with our Technology Partners and engineering teams to execute product strategies and plans that align with our OKRs. You will work cross-functionally to define and prioritise tasks, resolve issues, and ultimately deliver exceptional experiences for our users. Your role requires a profound understanding of user needs, the ability to identify opportunities, refine your roadmap, and collaborate effectively with design, engineering, and data teams.

To enable success, you will consider the market context and clearly articulate the business benefits of potential and current products. You will track both effort and value delivery to identify opportunities for cost reduction and quality improvement. Your role will be pivotal in transforming the Customer Services Technology used by our Agents and Customer Services to serve and support Entain's customers, driving the development of a modern, efficient, and customer-centric technology stack. Ensuring that the technology solutions implemented are scalable, reliable, and provide a seamless experience for both agents and customers will be key to your success.

Job Description

• Act as the primary lead for Contact Centre technology products, partnering with engineering and design to deliver world-class products, ensuring quality, effective, and timely delivery.
• Define, prioritize, and manage the product backlog using agile methodologies, ensuring accurate and formal product documentation, including user stories and acceptance criteria.
• Develop the vision, strategy, roadmap, and backlog for your product, owning the customer and business value, and making effective prioritization choices to deliver maximum value and return on capital.
• Establish and drive a culture of customer closeness, constantly evaluating insights and taking an iterative approach to achieve outcomes.
• Drive product metrics that demonstrate impact for customers and the business, and champion the product by communicating its experience, benefits, and long-term vision to various audiences.
• Collaborate closely with leaders from various departments, including marketing, compliance, commercial, and legal, to ensure requirements are considered, challenged, and evaluated.
• Build highly collaborative relationships with engineering and architecture teams to navigate integration complexity and influence alignment and pace.
• Apply insights, data, research, and technical product knowledge to ensure the team focuses on making the biggest difference for customers and the business.
• Manage levels of risk to minimize vulnerabilities and prioritize development by working with complex and sensitive information.
• Champion and prioritize tech standards alongside product features in roadmaps, explaining the merits to stakeholders.
• Advocate for agile software development practices with business stakeholders, ensuring a good understanding of iterative value delivery.
• Monitor relevant industry trends, keeping personal knowledge up to date with the latest developments and innovations pertinent to the product, and build confidence as the subject matter expert.
• Work collaboratively with engineering teams to evaluate potential partner relationships, identifying necessary and/or desirable third-party technology to evaluate and select vendors.
• Own the product through its lifecycle, supporting communication and resolution of live product incidents, and effectively prioritize, coordinate, and communicate the resolution of production issues (bugs).
• Maintain a good level of awareness, interest, and understanding of the existing stacks/interfaces for the product and how to develop these so they work seamlessly for customers and colleagues.

Qualifications

Specialist skills and experience

• Demonstrated track record of successfully managing products from concept to market.
• Proven track record of leading the delivery of highly complex, technology-led changes in cross-functional environments, with experience shipping products at scale that customers and colleagues love.
• Experience leading squads in a fast-paced, consumer-facing environment.
• Domain expertise in Contact Centre Technology.
• Strong understanding and experience with agile methodologies.
• Mastery of product management processes.
• Proficient in user-story writing, translating data and insights to build great products.
• Proven problem-solving abilities, using sound judgment to assess risks and present well-structured, data-informed narratives.
• Excellent communication and interpersonal skills, with the ability to engage constructively and collaboratively with engineers, designers, and company leaders.
• Strong communication and influencing skills, particularly at senior levels.
• Solid understanding of the commercial landscape.

Competencies / behaviours

• Builds effective working relationships and ensures senior stakeholder advocacy for your product at the highest levels of the organization.
• Communicates effectively with a positive impact, engaging and motivating people with a variety of perspectives.
• Invests in developing oneself and others, contributing to the product community and role modeling product and agile processes.
• Thinks critically, providing well-reasoned insights through a commercial lens.
• Contributes to a clear direction for the business, translating business goals, technology strategy, and market knowledge into a product roadmap.
• Quickly adapts and remains flexible while managing risks, comfortable with significant ambiguity, and guiding definition, prioritization, and scope.
• Continually raises the bar for oneself and others, setting and being held accountable to ambitious goals.
• Takes ownership and does the right thing, anticipating risks and opportunities, and responding to escalations at pace.
• Plans for success and gets the job done, ensuring the delivery of value and enabling future business agility.
• High levels of technical curiosity and comfort being in the thick of technically complex discussions to guide and prioritize next steps using product principles.
• Ability to switch between strategic visioning and getting into the detail, being the authority in all aspects of your product.
• Strong leadership and influencing skills, adapting decision-making to different levels of ambiguity and urgency, and developing an authentic and consistent leadership style.
• Excellent communication skills, able to articulate complex ideas in an accessible and engaging way.

High level of team contribution, seeking opportunities to provide input and support across the team and outside core areas of focus.

Additional Information

Diversity and equal opportunities:

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong.

We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work.

Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.