Director of Product & Engineering, Support
New
M
MewsHospitality SaaS
Location: United KingdomFull-TimeDirector
Salary103,000 - 150,000 GBP per year
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Job Details
- Required Skills
- Product ManagementStakeholder managementLLM
Requirements
- Extensive experience in product and/or engineering with recent senior leadership experience in B2B SaaS at scale.
- Prior Director-level experience leading cross-functional teams.
- Hands-on familiarity with LLM/RAG integration patterns and conversational AI evaluation.
- Proven track record owning support tooling, self-service infrastructure, or AI-assisted resolution platforms.
- Technical depth to engage on system design, API architecture, and observability for AI-augmented platforms.
- Strong stakeholder management and executive communication skills across Product, Engineering, GTM, and Support leadership.
- Ability to make rigorous build vs. buy decisions and operate effectively in ambiguous environments.
Responsibilities
- Own the AI-powered support and self-service platform, making decisions on building, extending, or migrating systems like Ada.
- Define and enforce operational standards including escalation protocols, severity definitions, and SLA targets.
- Manage the product knowledge infrastructure, including help content and release notes.
- Rationalize the support tooling landscape, including tools like Salesforce and Aircall.
- Drive the product feedback loop by analyzing support tickets to inform R&D prioritization.
- Track and report on support impact metrics such as contact rate, CSAT, and cost per contact.
- Lead, hire, and develop a team of Product Builders with full people agenda accountability.
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