Lead Product Manager

Role Overview

Care Control Systems builds software that helps care providers deliver safer, more compliant, and more person-centred care. Our products support complex, workflow-heavy environments where reliability, auditability, and usability matter every day.

We’re hiring a Lead Product Manager to take ownership and delivery for a defined product area of the Care Control platform. You’ll work closely with engineering, design, customer-facing teams, leadership, and client stakeholders to identify the highest-impact problems to solve, shape the roadmap, and deliver improvements that customers feel immediately, while maintaining the standards required in a regulated environment.

This role includes line management of three direct reports within the product function. You’ll provide direction, coaching, and support to ensure high-quality discovery, clear prioritisation, and consistent delivery practices across your area.

The role is hands-on: equal parts discovery, prioritisation, delivery leadership, and stakeholder alignment.

Role Responsibilities

Product Strategy & Roadmap

Own the product roadmap for a defined product area and portfolio of workflows.
Translate company goals into product objectives, measurable outcomes, and prioritised initiatives.
Balance customer needs, commercial goals, support burden, and technical sustainability.

Discovery & Customer Insight

Run continuous discovery through interviews, workflow observation, feedback analysis, and prototype validation.
Turn real-world care-provider challenges into clear problem statements and solution approaches.
Partner with Customer Success, Support, and Key Accounts to identify recurring friction and opportunities.

Delivery & Team Leadership

Work with engineering and design to break down initiatives into increments that ship value early and often.
Maintain a high-quality backlog with clear requirements, acceptance criteria, and release notes.
Lead cross-functional planning and ensure delivery stays aligned to outcomes and timelines.
Support quality, performance, accessibility, and auditability expectations across releases.

Data, Measurement & Continuous Improvement

Define success metrics for initiatives (adoption, task completion, time saved, reduced errors, retention, etc.).
Monitor product performance post-release and drive iteration based on evidence.
Build feedback loops that connect customer reality to product decisions.

Stakeholder Management & Communication

Align Sales, Marketing, Customer Success, Support, and Engineering on priorities and trade-offs.
Communicate roadmap, progress, and decisions clearly, especially in high-stakes or time-sensitive contexts.
Represent product in leadership conversations with clear rationale and customer insight.

Internal Collaboration & Governance

Work closely with design, engineering, and customer-facing teams to deliver a seamless customer experience.
Share customer insights and feedback to support product improvement and feature development.
Participate in project support activities and ensure adherence to quality and compliance standards.
Promote information security awareness and best practices within customer interactions and internal communications.
Support internal process improvements to enhance customer satisfaction, operational efficiency, and compliance readiness.
Uphold all Health & Safety, data protection, and confidentiality requirements in line with company policy and ISO 27001 governance.

What Success Looks Like (Key Metrics)

Success in this role will be measured through a combination of customer outcomes, commercial results, and compliance performance:

Reduced customer friction: fewer “how do I…?” contacts and lower repeat issues in targeted areas.
Improved customer satisfaction for product changes (CSAT/NPS trends, release feedback).
Improved task success and efficiency (time to complete key tasks, reduced clicks/steps, fewer drop-offs).
Reduced lead time from validated problem → production while maintaining quality gates.
Improved feature quality at launch (lower post-release bug rate, fewer hotfixes).
Reduced compliance-related defects and escalations (audit trail, permissions, data integrity issues).
Improved platform stability: reduced crash rate and high-severity incidents, faster recovery, fewer repeat outages (crash-free sessions, MTTR, recurrence).

Experience & Qualifications

Proven experience owning product outcomes in a digital product environment (Product Manager, Senior PM, Lead PM or equivalent).
Strong ability to lead cross-functional teams through influence and clarity.
Track record of shipping improvements and learning from results (not just delivering outputs).
Excellent written and verbal communication — able to simplify complexity and create alignment.

Essential Skills

Discovery: problem framing, hypothesis-driven thinking, customer interviews, insight synthesis.
Prioritisation: able to say “no” well; uses evidence and trade-offs to sequence work.
Delivery leadership: comfortable with Agile ways of working; translates strategy into shippable increments.
Data fluency: defines metrics and uses qualitative + quantitative evidence to make decisions.
Technical understanding: able to work confidently with engineers on constraints, integrations, data flows, and non-functional requirements.

Preferable Experience

Workflow-heavy B2B SaaS experience, particularly in health, social care, or compliance-regulated industries.
Familiarity with permissions, audit trails, reporting, integrations, mobile apps, or interoperability (e.g., APIs).
Experience improving operational efficiency or reducing risk in complex service environments.

Personal Qualities

Customer-centric mindset – genuine care for customer success and satisfaction.
Strong communicator – clear, confident, empathetic, and able to write crisply (PRDs, updates, release notes).
Clarity in ambiguity – turns uncertainty into problem statements, options, trade-offs, and decisions.
Resilient under pressure – maintains composure and focus in challenging situations.
Ownership mindset – anticipates risks, closes loops, drives outcomes.
Problem-solver – analytical, practical, solution-focused.
Collaborative leadership – leads by influence, builds trust, raises quality without conflict.
Pragmatism & quality obsession – ships iteratively without cutting corners on safety, compliance, or trust.

Role Details

Location: Tavistock, Devon, PL19 9DP
Work Style: Hybrid (2 days from home, 3 days in office)
Hours: Monday to Friday, 9:00am – 5:00pm (37.5 hours per week)
Job Type: Full-time, Permanent
Salary: Competitive, dependent on experience

Package & Benefits

24 days holiday per annum + Bank Holidays
Annual performance-based bonus
Friendly, supportive, and collaborative team culture
Ongoing professional development opportunities
Sick pay
Bereavement leave
Free on-site parking
Company pension
Discounted or free food
Casual dress
Cycle to work scheme
Work from home options
Company events

Interested?

We’re looking to fill the position as soon as possible, so get your application in today by sending us:

Your CV
A cover letter explaining why you’re the best person for this position

Please send the above to HR@carecontrolsystems.co.uk.

Apply Now