Senior Product Manager - Customer Support

Are you looking for a new challenge?

Fancy helping us shape the future of motor insurance?

Prima could be the place for you.

Since 2015, we’ve been using our love of data and tech to rethink motor insurance and bring drivers a great experience at a great price. Our story began in Italy, where we’ve quickly become the number one online motor insurance provider. In fact, we’re trusted by over 5 million drivers. And now we’re expanding to help millions more drivers in the UK and Spain.

What you'll do

Define the product: alongside engineering and business teams, define the detailed roadmap and product specifications for all relevant solutions we will implement to support our customers and the business.

Product discovery: work closely with customers, operations, data and other Product Managers to identify pain points and opportunities, validating ideas through research, experiments, and rapid iterations to ensure we build what truly matters.

Prioritisation and planning: prioritise and plan the product development efforts with the development teams and your stakeholders.

Product delivery: collaborate with a cross-functional agile team to deliver on your plans, organising and taking part in the day-to-day work, and making sure that everyone is working towards the same goals.

Stakeholder management: your primary stakeholders will be the Customer Care team, but you will work with many other Prima departments, both locally and in the global organisation.

What we're looking for

Product-minded: 3+ years of experience building software products with tangible impact

Analytical and pragmatic: you break down problems, back up decisions with data, and keep your eye on the outcome

Clear communicator and adaptable: able to convey ideas across disciplines and cultures; fluent in English; Italian and Spanish are a plus.

AI expertise: You recognize the potential of AI in transforming Customer Care, particularly through the development of Chat and Voice bots. You bring practical experience in deploying these solutions to drive real impact and efficiency.

Tech-savvy: you’ve worked with complex systems and can navigate technical conversations with ease

Customer Care analytics expertise: experience with ticketing data, contact rates, resolution times, and support platforms (preferably Zendesk).

Nice-to-have

Global perspective: experience working across multiple markets or culturally diverse teams

Insurance know-how: familiarity with the insurance industry or other highly regulated sectors

Why you’ll love it here

We want to make Prima a happy and empowering place to work. So if you decide to join us, you can expect plenty of perks.

Work Your Way:Enjoy full flexibility – work from home, the office or a mix of both. Plus, work from anywhere for up to 30 days a year.

\uD83C\uDFC1 Grow with us: We may move fast at Prima, but we move together. Get access to learning resources, mentorship and a growth plan tailored to you.

\uD83C\uDF08 Thrive and perform: Your best work begins when you feel your best. Enjoy private healthcare, gym discounts, wellbeing programs and mental health support.

At Prima, we celebrate uniqueness. If you don’t meet every requirement but are passionate about this role, we still want to hear from you. Innovation thrives on diverse perspectives.