Product Manager, Agent Tooling

Trainline is an innovative, tech business with a mission to bring together the world’s rail, coach and other travel services into one simple experience. We aim to make travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices. We’re hugely proud to be the world’s leading independent rail and coach travel platform and rank among the highest-rated travel and ticketing apps globally. Today, we offer our customers travel to thousands of destinations in and across 45 countries in Europe and beyond. That’s more than £3.7 billion in ticket sales annually, and over 90 million visits to our apps and websites each month. In another major milestone, Trainline listed on the London Stock Exchange in June 2019 and is now part of the FTSE 250.

Our culture is central to our success. We’re driven to sustain our phenomenal growth from recent years, and this means we’re always working closely and collaboratively to turn our ideas into reality. It’s this sense of pace, innovating and improving pretty much everything we do, that makes Trainline so exciting and unique - we truly believe our work has a genuine impact and will change travel for the better.

To support our ambitious commercial goals, we’re expanding our world-class Product division led by Champa Magesh (International Leader in Global Business Travel) to drive the next stage of our development. In this newly created entry-level role to our award winning Product Owner community, you’ll be working in a hybrid channel and mission org alongside Architects, Product Researchers, Data Scientists and Engineers to help us revolutionise the travel experience and develop a market leading product and features. The goals are ambitious and the mandate is clear – to make travel more personal.

Our passion for our customers sits at the heart of everything we do – whether in the worlds of B2C and B2B, or working alongside our external partners. As we seek to grow across all of our global markets, our ability to develop Customer Service for sales and post-sales capabilities is critical to evolving the support we are able to offer. To this end, your mission will be to create and evolve a suite of world class products to enable agents to continue to ‘wow’ our customers and help them deal with their increasingly complex problems and issues efficiently using smart tooling.

The Trainline Contact Centre (TCC) was initially built to support our in-house Customer Service team. We recently extended this to be multi tenanted and added it to our portfolio of products made available our B2B clients. The product is in early stages of maturity and has an extensive roadmap of features on the wish list before it can stand alone and support the required capabilities of some of our bigger clients. And this is where you come in...

As a Product Manager for the Agent Tooling team, you’ll take ownership for the outcomes delivered by two engineering squads who are dedicated to building out the capabilities for the admin tool that enables clients to set up their business travel: configuration and policies. From inception through to testing and deployment, the team will look to you for guidance and decisions on how features should work, and it will be your responsibility together with your Tech Lead partner to measure and communicate these outcomes to allow the business to learn from both success or failure.

Reporting into the Product Principal for Post Sales/Agent Tools, you’ll be a key contributor to Trainline’s future B2B growth, aligning your goals to that of Trainline Partner Solutions (TPS) Distribution and Commercial teams. Your success will rely on strong reasoning, research and modelled predictions around your decision making. As one of our strongest customer advocates, you’ll evaluate and understand all available data around customer insights, and align this to the work your team are delivering to ensure you are meeting the end user needs. The opportunities before us are immense particularly in light of our exciting international journey.

We ship new product enhancements at speed and employ a ‘build/test/learn’ mentality around our product development. To this end, you’ll be focused on ensuring there is a good balance of delivering new features, maintaining a healthy platform and getting the appropriate reporting and monitoring capabilities in place – all critical to the evolution of our customer support proposition. This is a truly unique role offering you the opportunity to learn from the immense talent we have within Product and Tech and continue to build on your passion for the customer and hunger to disrupt and define a product that will change the way people travel impacting millions of people every day.

We’re looking for creative big thinkers with small egos to achieve our ambitious plans. You will need to evidence experience from a technical type role, understanding data, code, business analysis or possibly marketing. We are particularly looking for candidates with exposure to a fast-paced, digital environment, whether in or outside of Tech or eCommerce, who are used to putting themselves in the role of the customer and gathering insights to really understand what is of value to our users and non-users alike.

A combination of robust communication skills and a strong track record of stakeholder management will be vital to your success as is an ability to see the bigger picture of what the business as a whole is trying to achieve and how your initiatives fit with this. It would also be ideal if you bring experience of working with Agile frameworks, writing user stories, setting sprint goals and collaborating with teams on acceptance criteria as this sits at the heart of your day-to-day role.

- 25 days holiday +2 extra days at Christmas

- Free private medical and dental insurance for you and your family (you just pay the tax on what you choose!)

- Life assurance & income protection

- Good pension scheme

- Season Ticket loan

- Charity leave

- Enhanced maternity/paternity leave

- Free breakfast everyday and fruit galore!

 ....and many more