Summary
As a Product Manager within the Post Purchase and Customer Support team, you will be responsible for improving the experiences, tools and capabilities that support customers and colleagues across all customer support interactions.
You will work closely with the Senior Product Manager for Customer Support to identify opportunities to improve customer satisfaction, reduce customer effort, increase operational efficiency and enhance the colleague experience.
Working across customer journeys, colleague tooling, operational processes, automation capabilities and contact centre technologies, you will define and deliver product improvements that create measurable value for customers, colleagues and the business.
You will partner with Engineering, Operations, Data & AI, Design and Service teams to shape product strategy, prioritise investment and deliver continuous improvement across the customer support experience.
What you'll do
Define and deliver the product roadmap, ensuring priorities align to customer, colleague and operational outcomes.
Own and prioritise the product backlog, balancing business needs, customer value and product health.
Partner with Customer Support, Engineering, Design and Delivery teams to identify problems and deliver effective solutions.
Use customer, colleague and operational insight to drive product decisions, performance improvements and adoption.
Identify opportunities to simplify support experiences through automation, self-service and technology innovation.
Who you are
You have experience managing digital, technology or operational products within an agile environment.
You are confident prioritising backlogs and turning business and operational challenges into customer-focused outcomes.
You use data, insight and performance measures to make decisions and drive continuous improvement.
You build strong relationships across Product, Engineering, Operations and business teams, influencing stakeholders at all levels.
You are customer-focused, commercially aware and comfortable working in a fast-paced environment with competing priorities.
What’s in it for you?
Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day. We’re inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing.
Here are just a few of the benefits that make working here even more rewarding:
20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you’ve completed your probation
Competitive holiday allowance with the option to buy more
Discretionary bonus schemes linked to your performance and ours
Strong pension and life assurance to help plan for the future
Tailored induction and training to support your development from day one
Exclusive perks and savings through our M&S Choices portal
Market-leading family policies, including parental, adoption and neonatal leave
24/7 wellbeing support, including virtual GP access and mental health services
One paid volunteer day a year to support a cause that matters to you
Everyone’s welcome
We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.
We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
#LI-hybrid #LI-LS1 #hybridrole
Skills Required
- Experience managing digital, technology, or operational products within an agile environment
- Experience prioritising product backlogs
- Ability to translate business and operational challenges into customer-focused outcomes
- Ability to use data, customer insight, and performance measures to make product decisions
- Experience driving continuous improvement
- Strong stakeholder relationship-building and influencing skills across Product, Engineering, Operations, and business teams
- Customer-focused and commercially aware approach
- Ability to work effectively in a fast-paced environment with competing priorities
MS Companies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about MS Companies and has not been reviewed or approved by MS Companies.
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Fair & Transparent Compensation — Pay ranges are clearly posted for many roles, helping set expectations about hourly rates by site and shift. Feedback suggests some assignments feel decently paid, particularly when steady hours or overtime are available.
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Wellbeing & Lifestyle Benefits — Access to daily or weekly pay in some roles offers convenience and short‑term financial flexibility. This is mentioned alongside straightforward entry‑level work that can provide immediate income.
MS Companies Insights
What We Do
MS Companies is a leading workforce solutions provider specializing in optimizing organizational performance through the integration of people, technology, and data for manufacturers.
