This is an exciting opportunity to join the product management team at the heart of the UK's leading hybrid mail platform. As a Docmail Product Operations Executive, you will play a key role in supporting the daily operations and ongoing development of our platform, working closely with colleagues across the business to ensure it continues to meet the needs of our customers and the evolving market.
This is predominantly a site based role.
You will be a confident communicator with strong stakeholder management skills, a sharp eye for detail, and a genuine interest in technology and product development. Full training on our products and services will be provided.
To be responsible for
Platform Operations & Technical Support
* Monitor platform front and back-end activities, proactively identifying and resolving issues to ensure smooth and reliable system performance.
* Work closely with the application development team, attending daily stand-up calls to track activity, share knowledge, and raise change requests.
* Liaise with Level 1 and Level 2 support teams on a daily basis to monitor open tickets, carry out further investigation where required, and elevate to Level 3 support with clear, detailed information to ensure timely resolution.
* Participate in user acceptance testing (UAT) for system changes and updates, ensuring quality and accuracy before release.
* Produce clear and informative release notes for system updates, keeping all stakeholders well informed.
Stakeholder Engagement & Internal Collaboration
* Meet regularly with internal departments to capture, define, and document their requirements, ensuring their needs are reflected in the product roadmap.
* Promote the platform to internal teams through structured training sessions, building confidence and encouraging effective use of the product.
* Work with the marketing team to develop core product positioning and messaging that resonates with both existing and prospective customers.
Product Strategy & Roadmap Support
In a supporting capacity to the Product Manager:
* Maintain and update the product roadmap in line with the broader product vision, and keep the product plan current and accurate.
* Review and prioritise change requests from across the business using defined assessment criteria.
* Review the department wish list, ensuring all requirements are clearly understood and ready for roadmap consideration.
* Monitor and log competitor activity to inform product strategy and market positioning.
Customer & Market Insight
In a supporting capacity to the Product Manager:
* Analyse win and loss data and hold follow-up meetings with the sales team to gather detailed feedback and identify trends.
* Contact customers who have not yet engaged with the platform to offer support, gather feedback, and encourage adoption.
* Review support tickets to identify customer pain points and flag accounts that would benefit from further discussion.
* Support the customer service team in gathering targeted feedback from customers during live calls.
Any other reasonable task as requested:
Requirements
* Strong communication and stakeholder management skills
* High attention to detail with a methodical, logical approach to problem‑solving
* A technical mindset with an interest in software, platforms and product development
* Comfortable working across multiple teams and managing a varied workload
* Experience in a product, operations, or technical support environment is advantageous but not essential — full training will be provided
Benefits
* 25 days annual leave + 8 bank Holidays, pro rata if part time
* Enhanced maternity and paternity pay
* Employee Assistance programme
* Salary sacrifice for pension
* On site Gym
* Weekly Yoga class
* Cycle to work scheme
* On site parking
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