Job Description

Team:

Data & Insights

Ref.:

VN1135

Type:

Permanent

Location:

Sunderland

Product Manager - Customer Hub Product Pod

Contract type:

Permanent

Location:

Sunderland (Hybrid working - 3 days in the office)

Working hours per week:

40 hours

Level:

Manager

Application Closing Date:

Friday 28th November 2025

About us

Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value.


We're

Ocado Retail

, a market-leading joint venture between Ocado Group and M&S, and the world's largest dedicated online supermarket,

ocado.com

. Not only is Ocado.com the only place to shop a full range of M&S food online, it's also the home to the widest online supermarket range in the UK and champion of small, independent brands. We're also the brains behind

Zoom by Ocado

, our same-day grocery delivery service.

About the team and the role

The IT & Product Support structure is now focused on in-house support by Ocado Retail (ORL) for all business-critical infrastructure, applications, and integrations. This role is a key part of our organisational model, which is built around Product Pods. These pods have full ownership of their product roadmaps and are supported by dedicated in-house development resources.


We are creating a product pod to provide product support to the Ocado Customer Hub. This pod's initial focus will be our customer service platform and the development thereof.


The Product Lead - Customer Hub works under the guidance of the Product Practice Lead, with a strong reporting line into the Customer Hub. You will be responsible for defining and executing the product roadmap for Project Zest, managing the feature backlog, and ensuring the development team has what it needs to deliver exceptional value to our customer service advisors and, ultimately, our customers.

What you'll do

Product Strategy & Roadmap:

Define, champion, and execute the product vision and strategy for Project Zest. Own the product roadmap and manage the feature backlog, prioritising new features (like AI automation), integrations (e.g., Social Media, WhatsApp), data enhancements, and bug fixes.

Technical Translation & Stakeholder Engagement:

Act as the key technical product expert. Collaborate closely with operational SMEs and Customer Hub stakeholders to gather and refine business requirements, translating them into clear, actionable user stories and technical specifications for the development team.

Product Development & Execution:

Own the product development lifecycle from technical requirements gathering and refinement through to user acceptance testing, launch, and iteration. You will ensure the platform continuously evolves to meet the needs of our advisors.

Team Collaboration:

Work in an agile pod structure with a dedicated development team, providing the technical context and clarity needed to align the team with the product roadmap and vision.

Continuous Improvement:

Monitor product performance, gather user feedback, and identify opportunities to optimise advisor workflows, improve the user experience, and deliver business value. This includes exploring "test and learn" initiatives for Google/Salesforce AI agents to automate workflows.

Reporting Structure:

Report formally to the Product Practice Lead, with a strong day-to-day reporting line into the Customer Hub.

Who you are

#

Essential

An experienced professional with a solid background in product management or technical product ownership, with a deep understanding of the agile product development lifecycle.

Technically minded

, with a proven ability to understand complex technical systems, data flows, and integrations. You are comfortable acting as the translator between business operations and a development team. A strong collaborator with excellent stakeholder management skills, able to work with and influence a wide range of technical and non-technical partners. A pragmatic professional who can combine a strong understanding of technology with business operations to ensure the delivery of functional and non-functional requirements. Experienced in managing delivery through internal resources and/or service providers. Familiar with a pod-based team structure, including working closely with a dev team. Possesses a strong ability to manage, influence, and prioritise a product backlog based on technical feasibility and business value.

Desirable
Direct experience with CRM platforms, especially

Salesforce Service Cloud

. Experience in managing product transitions or migrations from legacy systems. A background in software development, solutions architecture, or as a technical business analyst. Familiarity with contact centre technologies (e.g., case management, telephony, AI automation, data warehousing). Experience in the e-commerce or retail sectors.

What's in it for you

By joining Ocado Retail, you'll have the chance to experience life at the world's largest online retailer, work with an amazing bunch of people who challenge what's possible each day, and grow your skills and career in online retail.


If that's not enough to tempt you, you'll also get access to loads of great benefits to sweeten the deal. Here's a taste of what we offer:

Health & Wellbeing: Private medical insurance with option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.

Spend & Save: Annual bonus scheme split between personal and business objectives, recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount, free breakfast every day in the office, electric vehicle leasing scheme, and free shuttle bus from Hatfield station to the office.

Never miss the moments that matter: Hybrid working, 26 days holiday plus 8 flexible bank holidays, options to buy extra holiday, 2 weeks work from anywhere, and lifestyle break opportunities.

Our Hiring Process

Lucky for us, we receive a high volume of applications and genuinely appreciate the time and effort invested by every candidate. To ensure a fair and thorough process, every application is reviewed by a member of our team. If your skills and experience are a strong match, a Talent Partner will contact you to discuss the role and guide you through the next steps of our hiring process.

Your Application and AI

In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don't lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you're a great fit for us.

Everyone's welcome

We're an equal opportunities employer, which means that we make sure all potential colleagues are treated fairly and equally. We want to ensure everyone has a fair chance to apply; if you need this job description in an alternative format (e.g., larger print, different document type, etc.), please reach out to us at careers@ocadoretail.com and we'll be happy to assist you, and if you require reasonable adjustments during the recruitment process, please let us know on the application form.