Product Manager

About the role

About the role

As our Service Desk Product Manager, you will help shape the future of the enterprise support experience across a diverse and complex stakeholder landscape. You will span the end‑to‑end help journey—how colleagues discover answers through intuitive self‑service, how tickets are raised with minimal friction, how support teams resolve issues with greater speed and accuracy, and how insights are surfaced through meaningful reporting. In this pivotal role, you will champion a bold transformation agenda, leveraging next‑generation AI capabilities to radically enhance user experience, streamline operations, and drive measurable efficiency gains. This is a unique opportunity to lead a strategic, high‑impact product area at scale and define the support model of tomorrow for our global organisation.

We know life looks a little different for each of us. That’s why at Tesco, we always welcome chats about flexible working. Some people are at the start of their careers, some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. So, talk to us throughout your application about how we can support.

Whilst specific responsibilities will be dependent upon the changing needs of the Tesco business, the following provides an overview of the role’s key responsibilities and measures:

• Understand key user personas, customers & stakeholders and their pain points

• Prioritise features and improvements that reduce friction and improve the requester and agent experience

• Produce and drive a strategy and roadmap that provides valuable incremental wins to Tesco

• Proactively align internally with a number of stakeholder sets to drive maturity and business goals.

• Form a strategy for how improvements can be scaled to the significant number of teams we support

• Performance and adoption of the product and work towards achieving the outcomes and key results (OKRs).

4

You will be responsible for

Preferred Background:

Experience & Background

• Minimum 2 years proven experience as a Product Manager, ideally within service management or enterprise support.

• Demonstrable success delivering products across large, complex organisations with multiple stakeholder groups.

• Expertise in product discovery methods, customer research, experimentation, and data‑driven decision‑making.

• Comfortable working with data dashboards, metrics, and operational analytics to inform prioritisation.

AI & Technology Skills

• Strong knowledge of AI capabilities relevant to service management (e.g., generative AI, NLP, classification models, virtual agents, predictive analytics).

• Experience integrating AI or automation technologies into user workflows or support operations.

What’s in it for you

We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you - both in and out of work. Click Here to find out more!

These include but are not limited to:

• Annual bonus scheme of up to 20% of base salary

• Holiday starting at 25 days plus a personal day (plus Bank holidays)

• Buy holiday salary sacrifice scheme (for salaried roles)

• Private medical insurance

• Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution

• Life Assurance - 5 x contractual pay

• 26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 4 weeks fully paid paternity leave

• The right to request flexible working from your first day with us

• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing

• A Colleague Clubcard for you & a family member (after 3 months of service), giving you access to lots of discounts in-store & online

• Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home

• Access to our colleague networks providing a space for colleagues to come together from a range of backgrounds. For more information about our colleague networks please click here

• Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want Click Here to read more about the full range of benefits we have available for our colleagues

You will need

You will need

End‑to‑End Product Ownership

• Own the strategic roadmap for the Service Desk experience across the full support lifecycle—from self‑service discovery to ticket creation, resolution workflows, and reporting.

• Define and continually refine product vision, objectives, and KPIs to drive measurable improvements in user experience and operational efficiency.

• Lead product discovery activities including user research, data analysis, journey mapping, and experience design. Ensuring value is realised through delivery and change management.

• Passion for improving the employee experience and simplifying complex processes at scale.

AI‑Driven Innovation

• Identify opportunities to embed AI across the service ecosystem, including generative AI knowledge self‑service, intelligent ticket classification, automated resolution pathways, and predictive insights.

• Partner with Data Science, Engineering, and Support leadership to design and deploy AI‑powered features that significantly reduce time-to-resolution and improve support quality.

• Establish governance and ethical guidelines for AI usage to ensure security, transparency, and responsible deployment.

• Commitment to continual learning — especially in emerging AI technologies and modern service experiences.

Stakeholder & Cross‑Functional Leadership

• Collaborate with support teams, engineering, UX, and business stakeholders to shape requirements and align priorities across a complex, global organisation.

• Facilitate communication between technical and non‑technical teams, ensuring clarity of vision, expectations, and delivery timelines.

• Act as the voice of the customer across all service desk initiatives, ensuring colleague pain points and feedback directly inform product decisions.

Operational Excellence & Continuous Improvement

• Analyse service metrics, customer feedback, and operational data to uncover insights and prioritise enhancements.

• Drive simplification and automation of support workflows to reduce ticket volume and accelerate resolution speed.

• Define and track key performance indicators including deflection rates, ticket quality, resolution time, customer satisfaction, and AI impact metrics.
  

Whats in it for you?

At Tesco, we are committed to providing the best for you. 
 
As a result, our colleagues enjoy a unique, differentiated, market- competitive reward package, based on the current industry practices, for all the work they put into serving our customers, communities and planet a little better every day. 
 
Our Tesco Rewards framework consists of pillars - Fixed Pay, Incentives, and Benefits.  
 
Total Rewards offered at Tesco is determined by four principles -simple, fair, competitive, and sustainable. 
 
Salary - Your fixed pay is the guaranteed pay as per your contract of employment. 
 
Leave & Time-off - Colleagues are entitled to 30 days of leave (18 days of Earned Leave, 12 days of Casual/Sick Leave) and 10 national and festival holidays, as per the company’s policy. 
 
Making Retirement Tension-FreeSalary - In addition to Statutory retirement beneets, Tesco enables colleagues to participate in voluntary programmes like NPS and VPF. 
 
Health is Wealth - Tesco promotes programmes that support a culture of health and wellness including insurance for colleagues and their family. Our medical insurance provides coverage for dependents including parents or in-laws. 
 
Mental Wellbeing - We offer mental health support through self-help tools, community groups, ally networks, face-to-face counselling, and more for both colleagues and dependents.  
 
Financial Wellbeing - Through our financial literacy partner, we offer one-to-one financial coaching at discounted rates, as well as salary advances on earned wages upon request.  
 
Save As You Earn (SAYE) - Our SAYE programme allows colleagues to transition from being employees to Tesco shareholders through a structured 3-year savings plan.  
 
Physical Wellbeing - Our green campus promotes physical wellbeing with facilities that include a cricket pitch, football field, badminton and volleyball courts, along with indoor games, encouraging a healthier lifestyle. 

About Us
At Tesco, inclusion is at the heart of everything we do. We believe in treating everyone fairly and with respect, valuing individuality and uniqueness to create a true sense of belonging. Diversity and inclusion are deeply embedded in our values—we treat people how they want to be treated. Our goal is for all colleagues to feel they can be themselves at work, and we are committed to helping them thrive. Across the Tesco group, we are building an inclusive workplace that actively celebrates the cultures, personalities, and preferences of our colleagues, who in turn contribute to the success of our business and reflect the diversity of the communities we serve. 
 
 At Tesco Bengaluru, we are proud to be a Disability Confident Committed Employer, highlighting our commitment to creating a supportive environment for individuals with disabilities. We are dedicated to offering equal opportunities for all candidates and encourage applicants with disabilities to apply. Our recruitment process is fully accessible, and we are happy to provide reasonable adjustments during interviews. If you need any accommodations to participate in the recruitment process, please let us know. We are here to ensure that everyone has the chance to succeed. 
 
 We also believe in fostering a work environment where you can excel both professionally and personally. Our hybrid model allows you to work flexibly—spend 60% of your week collaborating in person with colleagues at our office locations or local sites, and the rest of the time working remotely. We understand that everyone’s life journey is unique, whether you are starting your career, pursuing passions, or navigating life changes, and we are here to support you. Flexibility is a core part of our culture, and we encourage open conversations about how we can best accommodate your needs, so talk to us throughout your application process on the support required.

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