Product Manager – Player Support (CX)

tombola; Sunderland; Hybrid; GBP 40,000 - 70,000; Full time

Job description

Product Manager – Player Support (CX)

Location: Hybrid – Sunderland or Gibraltar
Contract Type: Permanent
Salary: Competitive + Quarterly Bonus + Excellent Benefits
Closing Date: [Insert Closing Date]

Find your bounce at tombola

At tombola, we do things differently. As part of the Flutter family, we’re proud to craft all of our games and platforms in-house – no third parties, no compromises, just pure innovation. From engineers and product managers to designers and data scientists, our people are united by a shared mission: creating extraordinary player experiences in everything we do.

We're on the lookout for a talented Product Manager to join our Customer Experience (CX) product team, focused on making player support effortless, effective, and delightful. This is an exciting opportunity to take ownership of our self-serve and player support journeys, reducing friction and increasing player satisfaction across the board.

What will you be doing?

• As a Product Manager working in the CX space, your role will focus on enhancing and evolving how players receive help and support. You’ll be responsible for:
• Owning the end-to-end player support journey, with a focus on making it seamless and intuitive.
• Leading the development of self-serve tools, Live Chat, and AI-driven support features.
• Partnering with our contact centre team to identify friction points and drive meaningful improvements.
• Collaborating with tech teams and partners to optimise AWS Connect and other support platforms.
• Leveraging data and player feedback to make continuous improvements and evaluate success.
• Working cross-functionally with Design, Engineering, Insights, and Compliance to launch impactful, player-first features.
• Keeping up to date with industry best practices in digital CX, service design and product innovation.

What are we looking for?

• A proven Product Manager with experience leading CX, service design, or self-serve journeys.
• Strong analytical thinking – someone who loves spotting trends in data and using it to shape product decisions.
• A collaborative mindset, with great communication skills and the ability to build strong relationships across teams.
• A confident decision-maker who thrives in a fast-paced environment and can balance competing priorities.
• Familiarity with agile methodologies and iterative product development.
• Experience in the online gaming or tech industries would be a bonus, but not essential.

What do we offer?

• Competitive salary
• Quarterly bonus scheme
• Private healthcare
• Hybrid working (3 days in office)
• Free breakfast and lunch in the office
• Regular social events and tombola merch
• Focus on personal development, wellbeing, and inclusivity