Senior Product Manager, Messenger

Fin. The highest performing Customer Agent; Greater London; On-site; GBP 70,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Equity

Lunch provided

Pension scheme

Health insurance

Dental insurance

Flexible PTO

Maternity/paternity leave

Cycle-to-work

MacBook provided

Hybrid work policy

Job summary

Fin is seeking a Senior Product Manager to lead the Messenger channel, shaping the future of AI-powered customer engagement. You will drive problem framing, roadmap definitions, and cross-functional collaboration to deliver world-class software across multiple channels.

You will partner with engineers, designers, and researchers, applying AI to accelerate delivery and measure impact using both qualitative and quantitative signals.

Qualifications

• Evidence of applying and growing core PM skills with data and qualitative inputs.
• Ability to define and communicate roadmaps with customers and teams.
• Experience collaborating with engineers and designers to ship solutions.
• Understanding of AI systems and LLMs to inform product decisions.

Responsibilities

• Be the Product Manager for the Messenger channel, Fin’s key path.
• Frame problems via research, data, and direct customer interactions.
• Define and manage the roadmap, communicating rationale to teams.
• Collaborate with engineering and design to ship iterative solutions.
• Leverage AI to improve efficiency and impact of the team.
• Measure impact with qualitative and quantitative metrics post-release.

Skills

Customer focus

Roadmapping

Product judgment

World-class product

AI tech

Technical fluency

Outcome oriented

Leadership

Job description

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

We’re looking for aSenior Product Managerto join our team and help shape the future of business messaging and AI-powered customer engagement. This is a career-defining opportunity to lead a world-class team of engineers, designers, and researchers to deliver products that touch millions of people every day.

What will I be doing?

• Be the Product Manager for the Messenger, Fin’s most important channel
• Deeply understand the customer problems you’re tackling through research, data, and direct customer interactions — then frame those problems clearly for your team.
• Manage the roadmap; defining what should be built, when and why - and communicate it to generate alignment and excitement.
• Collaborate with engineers and designers to imagine, build, and ship solutions, from bold future visions to small, focused iterations.
• Leverage AI to increase your own efficiency, accelerate product development, and multiply your team’s impact.
• Evaluate impact through quantitative and qualitative measures, both in beta and after full release.
• Own and maintain the quality of your product area, ensuring every release delivers world-class software.
• Collaborate with peers across the business to ensure we deliver products with clear GTM strategy and execution, getting hands on wherever necessary to ensure we deliver.
• Be a leader in your team or projects by role-modelling our company values and R&D principles.

What skills do I need?

There is no minimum years of experience for this role. We’re interested in your impact, drive, and potential. Instead of years, we’ll be looking for evidence that you’ve applied and grown these skills:

• Sharp Customer Focus & Problem Framing- able to independently understand, define and articulate complex customer problems and opportunities using data analysis and qualitative inputs.
• Compelling Roadmaps- define the roadmap of features, products or areas of focus for your given area, communicating what, when and why to generate excitement with customers and the teamExcellent Product Judgment - skilled at balancing customer needs, business impact, and technical constraints to define, advocate for, and deliver the right product.
• Build World-Class Product- able to deeply collaborate with engineering and designers to quickly ship effective solutions. But, also able to independently accelerate the process leveraging AI.
• AI Tech- Able to understand AI systems and LLMs, assess feasibility and trade-offs, and make informed product decisions in close collaboration with engineering.
• Technical fluency -Comfortable engaging with engineers and customers on the modern tech stack — from APIs and SaaS infrastructure to low-code tooling and system architecture.
• Outcome Oriented- define, fight for and share progress against the customer and business impact of your product area or project.
• Leadership- Excellent communicator. High ownership. Ability to influence and drive alignment.

Benefits

• We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

#LiHyrid

At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements. Learn more about working at Fin and the benefits we offer at fin.ai/careers.

Policies

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.