Product Operations Manager – Global Support at OFX1

The Product Operations Manager sits at the intersection of customer facing teams and the engineering and delivery squads who build and maintain our platform. This role is a natural fit for someone with a background as a Business Systems Analyst and someone who knows how to interrogate a system, trace a problem to its source, and communicate findings clearly across both technical and business audiences. You are the L1 technical escalation point for our global customer service and commercial teams, the first line of defence when they encounter product issues they cannot resolve themselves. You take full ownership of every issue raised, performing detailed triage and driving resolution either directly or through structured escalation to L2/L3 engineering and delivery teams. In a business that ships frequent product releases, you are also expected to stay ahead of what's changing, proactively learning new functionality as the product evolves. What You'll Do L1 Triage & Technical Support • You'll be the L1 escalation point for Service and Commercial teams globally, receiving and owning technical tickets they are unable to resolve at the frontline. • For every incoming ticket, you'll perform structured triage, reproducing issues in the platform, gathering diagnostic information and identifying whether the root cause is a user error, a configuration gap or a genuine product defect. • Where you can resolve an issue directly at L1 that's always the goal. Where L2/L3 escalation is the right call, you'll put together clear triage details and reproduction steps so engineering can get moving quickly.Issue Lifecycle Ownership • You'll take ownership of every issue from raised to resolved, keeping things moving, communicating progress and making sure nothing falls through the cracks. • When issues are at risk of breaching SLA you'll proactively follow up with L2/L3 teams and help clear blockers. • You'll keep Jira records accurate and up to date, reviewing open tickets after each release to close or update them as needed.Knowledge Management & AI Solutions • You'll build and maintain an internal knowledge base, known issues, workarounds, resolution guides and FAQs that helps service and commercial teams handle common problems with confidence. • Keeping SOPs and playbooks current with each product release is an important part of the role and documenting resolutions ensures the whole team benefits rather than knowledge sitting with individuals. • You'll also build and maintain AI-powered solutions that help automate common support interactions, reducing manual effort and improving response times for frontline teams.Operational Insights & Reporting • You'll track and report on ticket volume, resolution times, L1 resolution rates and SLA performance giving leadership a clear picture of support health. • When the same issues keep appearing you'll surface those patterns to Product and Engineering turning frontline insight into longer-term fixes rather than repeated manual resolutions. • You'll maintain dashboards that give stakeholders a clear view of support trends and where improvements would have the most impact.Cross-functional Collaboration • You'll work closely with service and commercial teams making sure they feel informed and supported. • With L2/L3 engineering and delivery teams you'll show up as a prepared and credible partner someone who brings context and clarity. • Regular engagement with Product Managers will help you stay across upcoming releases, flag support risks ahead of launch and feed frontline experience back into how the product develops.