Just us at Rank Interactive
Rank Interactive, the digital arm of The Rank Group, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily.
Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software.
With offices in the UK, Gibraltar, Mauritius and South Africa while being part of a Rank Group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels.
Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives.
We're looking for a results-driven Product Manager to lead the products that power both our customer experience and operational teams. You'll own key platforms, including our CCaaS and Player Management solutions, while driving the successful migration from Salesforce to Amazon Connect. This is a high-impact role where you'll shape product strategy, enhance customer and agent experiences, and support critical business functions across Customer Service, Fraud, Player Protection, and Operations. Experience in the gaming/gambling industry is highly desirable.
Main responsibilities:Product Strategy and Roadmap:
- Define and own the product vision and roadmap for the CCaaS customer service and case management platform, and the internal player management solution, across both Gaming and iGaming markets.
- Align product initiatives with company goals, operational team needs, regulatory requirements, and the strategic shift in customer service tooling.
Platform Migration – Salesforce to Amazon Connect:
- Lead the product workstream for the migration from Salesforce to Amazon Connect, defining the target capability, sequencing the transition, and managing the trade-offs between feature parity, agent experience, and delivery pace.
- Partner closely with engineering, operations, and vendor teams to ensure a smooth cutover with minimal disruption to live customer service operations.
- Define success measures for the migration and track adoption, agent efficiency, and customer outcomes post-transition.
Product Development and Delivery:
- Collaborate closely with engineering, design, compliance, and operations teams to deliver secure, scalable, and user-centric solutions for both customer facing and internal users.
- Write and prioritise features and user stories in an Agile environment to meet the needs of Customer Service, Fraud, Player Protection, and Operations teams effectively.
Operational and Agent Experience:
- Analyse agent feedback, case data, and operational trends to optimise customer service interactions, case management workflows, and account actioning, improving efficiency and resolution times.
- Work with service agents, team leaders, and internal stakeholders to develop streamlined, intuitive experiences across the contact centre and player management tooling.
Stakeholder Management:
- Partner with Customer Operations, Fraud, Player Protection, Compliance, Legal, and Technology teams to ensure the platforms meet their operational and regulatory needs.
- Maintain clear communication with senior leadership and key stakeholders on product status, migration progress, risks, and opportunities.
Compliance and Risk Management:
- Ensure products comply with relevant regulations, including AML, GDPR, and responsible gaming and player protection policies.
- Proactively manage risks associated with the platform migration, data integrity, and operational continuity to safeguard company and customer interests.
Data-Driven Product Optimisation:
- Utilise analytics and KPIs to monitor product performance, agent productivity, case resolution, and system health.
- Apply value-orientated decision making to prioritise the work that delivers the greatest operational and customer benefit.
- Conduct competitive analysis and stay abreast of emerging trends in customer service technology, conversational AI, and contact centre operations.
Vendor and Partner Coordination:
- Manage relationships with platform partners and vendors – including Amazon Connect – to optimise cost, performance, capability, and compliance.
Requirements:
- Product management experience in an enterprise environment, preferably focused on customer service, contact centre, or operational platforms.
- Strong understanding of CCaaS / contact centre systems, case management, inbound CRM tools, and internal operational tooling.
- Direct experience with platform migrations or replacements – ideally involving Amazon Connect
- Experience in Agile product development and cross-functional team leadership.
- In-depth knowledge of operating in a regulated environment, compliance standards, and responsible gaming or player protection initiatives.
- Exceptional communication and stakeholder engagement skills, with the ability to influence technical and non-technical audiences alike.
- Analytical mindset with proficiency in product analytics tools.
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Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself
You’ll get a competitive salary combined with some great benefits.
Wellbeing@Rank is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks, we’re here for you.
We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you WORK, WIN and GROW with us.
Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.
From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered.
- Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.
We are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview, please let us know.
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