Senior Product Manager (Automation) at Motorway

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Automotive, Technology, MarketplaceIndustries

Requirements

Previous experience automating customer support workflows, ideally using AI workflow automation tools
Hands-on experience with AI support platforms such as Sierra, or similar tools (Intercom Fin, Zendesk AI, Forethought, etc.)
Proven Product Management experience, including roadmap ownership, stakeholder management, and delivery of measurable impact
Strong ability to collaborate cross-functionally with support, engineering, and leadership teams
Excellent prioritisation skills, with a track record of focusing on the highest-impact opportunities
Demonstrated ability to drive measurable outcomes, including reducing costs, improving efficiency, or enhancing customer experience
Experience defining KPIs and success metrics for AI-driven products and optimising based on data insights
Familiarity with designing scalable, reliable, and maintainable automated workflows
Comfort working with technical teams to understand model capabilities and limitations, and translating these into product requirements
Strong analytical skills, with experience using metrics and qualitative feedback to make informed product decisions

Responsibilities

Partner closely with the Customer Support team to identify, design, and deliver automation opportunities that improve both operational efficiency and service quality for customers
Lead end-to-end delivery of automated support workflows, from discovery and prioritisation through rollout and impact measurement
Collaborate with engineers, data analysts, and support operations to build scalable, AI-powered solutions that reduce manual effort and increase customer satisfaction
Use data and feedback loops to continuously optimise automated systems and improve customer experience metrics (e.g., CSAT, resolution time, first contact resolution)
Define success metrics and KPIs for automated support initiatives and monitor performance post-launch
Conduct regular user research and gather feedback from both customers and support agents to inform product decisions
Balance short-term wins and long-term strategic initiatives to deliver impactful automation while maintaining operational stability
Ensure compliance with data privacy, security, and regulatory requirements in AI-powered support workflows

Skills

Key technologies and capabilities for this role

Product ManagementAIAutomationCustomer SupportUser ResearchData AnalysisKPI DefinitionWorkflow Design

Questions & Answers

Common questions about this position

Is this role remote or onsite?

This is an onsite position.

What salary or compensation does this role offer?

This information is not specified in the job description.

What skills and experience are required for this Senior Product Manager role?

Required experience includes automating customer support workflows using AI tools like Sierra, Intercom Fin, Zendesk AI, or Forethought; proven Product Management with roadmap ownership and stakeholder management; strong cross-functional collaboration; excellent prioritisation; and driving measurable outcomes like cost reduction or efficiency improvements.

What does the company culture at Motorway look like?

This information is not specified in the job description.

What makes a strong candidate for this Product Manager role?

A strong candidate has hands-on experience with AI support platforms like Sierra or similar, proven track record in product management delivering measurable impact, and the ability to collaborate cross-functionally while prioritizing high-impact automation opportunities in customer support.

Motorway

About Motorway

London, United KingdomHeadquarters

2017Year Founded

$264.2MTotal Funding

SERIES_CCompany Stage

Automotive & Transportation, Consumer SoftwareIndustries

201-500Employees

Senior Product Manager (Automation) at Motorway

Requirements

Responsibilities

Skills

Questions & Answers

Motorway

About Motorway

Risks

Competition from Cazoo and Cinch threatens market share.

Economic downturns may reduce consumer demand for used cars.

Integration challenges with Total Car Check could cause operational inefficiencies.

Differentiation

Motorway Pay offers instant transactions, setting it apart in digital payment solutions.

Acquisition of Total Car Check enhances vehicle provenance, boosting buyer trust.

Strategic leadership hires strengthen Motorway's financial and commercial management.

Upsides

Partnership with Leasing.com expands customer base and service integration.

New office space in Brighton supports growth and operational expansion.

Industry recognition boosts brand credibility and market positioning.

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