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Product Manager - App Experience

  • London
  • Product
  • Full time
  • R-0002113

Description

Born on the steps of a Vegas hotel, we were always going to be troublemakers. We started from one belief: that small businesses deserved better. 

Paymentsense Ltd was founded in 2009. 

With financial success, an impressive trophy cabinet (The Sunday Times Tech Track, Inc 5000, Great Places To Work to name a few) and a culture to be proud of, we knew we had built something great. In 2019, with 85,000 customers while steadily onboarding 2,500 more each month, we knew our customers could be happier, so we ripped up the rule book. To become genuinely customer-first in our culture and thinking, we identified all our customers' pain points and created 'The Wall of Pain'. That's when we knew that to offer the best solutions, we needed to build a new product. 

Enter, Dojo.

Dojo represents an enormous organisational shift; we had to restructure how we thought and did things. In a year since we officially launched Dojo, we've welcomed over 20,000 new customers, 500 new team members and called two brand new offices home. We've evolved into a dynamic, product-led business creating our own payments products, integrated card machines and transaction monitoring app. Here, we go home each day knowing we've made a difference —our industry-leading NPS score and 5-star Trustpilot rating tells us that! 

At Dojo, we are curious, relentless and customer-obsessed. Our ambition is much greater than getting business owners paid. We're turning transactions into meaningful relationships with a set of tools and technology designed to empower businesses to thrive in the experience economy.

Enabled by technology, but powered by people.

As we enter our next growth phase and embark on another exciting shift towards a B2B2C model following the acquisition of queue-management system and consumer app, Walkup, we have a lot of work to do. Over the next year, the business will transform again as we steady the ship for multinational growth and product diversification. We're looking for people who can enhance our agility, ambition and risk-taking mentality while turning us into a well-oiled machine that's well-positioned to shape the experience economy.

The Role

We’ve focussed our energy on becoming the most trusted payments provider by providing an exemplary product and service to our customers. We make sure every interaction a customer has with Dojo is valuable and simple, and have created the Customer Success tribe to enable operations, marketing, data, product and engineering to work together to support this. 

The Customer Success tribe’s objective is to Increase Customer Loyalty and Advocacy - and we believe that providing exceptional service with a rich product catalogue, customers will increase their tenure with us and we can convert those customers into promoters too. 

As we rapidly grow the business, technology is playing and increasingly important role in the way we interact with customers  

Working as the Product Manager for our App Experience squad, you’ll be developing the overall strategy for our web and native customer apps. This is a great opportunity to realise your own vision, backed by data & insights, to create a tool that can genuinely help our customers and take our role beyond that of “just” a payments provider.  

What you will do…

  • Work in a cross functional squad spanning engineering, design, analytics, and marketing, defining the product strategy and roadmap, advocating for product thinking and customer first culture;

  • Collaborate on, and own the development cycle end-to-end including analysis, user stories, sprint management too;

  • Own and clearly articulate a centralised strategy and long term vision for our web and native apps (including providing guidance to other tribes on ways of working in that space, go to market plans, feature parity between platforms and beyond);

  • Own, maintain, develop and enhance product KPIs, metrics and success criteria. 

  • Work with the tribe and your squad to define objectives and key results which will contribute to the company mission - To Empower the Experience Economy;

  • Champion the needs of the customer above all else. This means gaining a deep understanding of the customers’ problems through various discovery techniques;

  • Make sure that your team is constantly doing the right things, and has a healthy balance of innovation, reducing technical debt, and providing maintenance and support.

We are looking for people who...

  • Have hands-on experience with B2B or B2C web and native app development;

  • Have experience in prioritising initiatives that have different impacts on the business and customers, working to achieve our overall objectives;

  • Experience taking products from 0-1 and beyond, covering discovery, experimentation, pricing strategy, go to market, optimisation techniques and scaling;

  • Love working with engineering teams, explaining the ‘why’ and working with them to define the ‘how’;

  • Are customer obsessed, displaying real empathy to bring everything back to what our customers are trying to achieve;

  • Have the confidence to challenge existing ways of working and be able to take a step back to review at a holistic level when needed;

  • Have strong communication skills, leading the product vision with strong opinions loosely held, and have the ability to build influence and credibility amongst peers. You’re just as comfortable running through an engineering plan as you are presenting high level KPIs to the exec team;

  • Use data to make decisions and can build strategies around collecting and measuring metrics that reflect the success (or failure) of initiatives;

  • Thrive in a fast moving and sometimes ambiguous environment, solving problems and getting their hands dirty

Benefits:

On top of a top quartile salary that reflects your skills and the markets we operate in, we've built a benefits package to show you how much we care about:

  • Your growth with our ever-growing talent and leadership development offer and regular feedback through CultureAmp and Trust Cycles. 

  • Creating connections with our social clubs, communities, celebrations, social channels and more.

  • Looking after your mind with support from our Employee Assistance Programme, access to Spill therapists and our mental health champions. 

  • Doing wellbeing properly with Vitality Health Insurance, free eye tests – plus, get those endorphins flowing with on-site fitness classes including yoga, boxing and HIIT. 

  • Protecting you and yours with Group life assurance, our salary sacrifice pension plan and 26 weeks full pay maternity and 10 weeks full pay for secondary carers after a year’s service

  • Helping you give back with Payroll Giving (donate to a cause or charity of your choice, tax-free!) and a whole host of fundraising events for charities chosen by our employees

  • Giving you the extras with up to 30 days holiday, a dog-friendly office, cycle to work scheme, season ticket loans and Dojo perks our platform with plenty of tasty hospitality and retail discounts.

Diversity & Inclusion

We are an Equal Opportunities employer committed to a diverse and representative team. Different opinions, perspectives and personalities push us forward.  We want to hear from people who are passionate about their work and align with our values. Regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, neurodiversity or disability - whoever you are, if you’re curious, relentless and customer-obsessed, we want to hear from you.

 

Working From Home?

More and more, people are talking about going back to the workplace and the new normal. At Dojo, we’re thinking of it as a Better Normal. That means offering our Dojo-ers more choice and greater flexibility to work in a way that’s best for their particular job, their teams, and their roles.

We’re also aware there are times when working together in person is the best way to get things done. Our founders and executive team hold a fundamental belief that social connection creates innovation. We’re very proud of our incredible connective spaces, which have been designed with collaboration front of mind —and they're dog-friendly so you can bring your best friend! Our London office recently won gold for Interior Design at the London Design Awards and we’re looking forward to emulating that success in our new Bristol and Hull offices too. We expect our Dojo-ers to connect in their hubs (that’s what we call our offices). That said, there’s no one-size-fits-all solution, so we expect all Dojo-ers and their teams will find the operating rhythm that works best for them.

If you’re wondering what it might be like for you at Dojo, our Talent Acquisition Team is happy to answer any questions.
 

Once you apply, your application will be reviewed by a committee of employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at Dojo, so you'll have the opportunity to meet a variety of people throughout the process. Get excited!

Want more info? Check out our careers page: https://dojo.careers
 

For Recruitment Agencies

We do not accept unsolicited CV, biography and/or other candidate material received from any third-party recruitment agency or organisation under any circumstances without the prior written approval of a member of our Talent Acquisition team.

Please do not contact us with unsolicited submissions as they will not be recognised by us for the purposes of 'ownership' of any candidate.