Technical Product Owner - CloudOps

Eckoh is a market leader of Customer Engagement Security Solutions, supporting an international client base from our offices in the U.S. and the U.K. Eckoh is owned by Bridgepoint one of the world's leading private asset growth investors, with over $75 billion of assets under management.

Our mission is to set the standard for secure interactions between consumers and the world’s leading brands. Our innovative products build trust and deliver value through exceptional experiences.

As a PCI DSS Level 1 Service Provider, our products and expanding digital and conversational AI capabilities help enterprises protect sensitive data, improve customer experience, and modernise the way they operate. Our mission is to set the standard for secure interactions between consumers and the world’s leading brands. With a strong heritage in secure payments and an expanding portfolio of cloud native, omni-channel engagement solutions our vocation is simple: to make every customer interaction secure whether it is handled by a human agent or an AI agent, without ever compromising the customer experience.

Our large portfolio of clients, which includes many of the Fortune 250, come from a broad range of vertical markets including healthcare, retail, hospitality, financial services, and utilities.

The Role:

This is an opportunity to join Eckoh’s TechOps function at a pivotal moment as we evolve our CloudOps capability from a reactive infrastructure function into a product-led platform team.

The Technical Product Owner, CloudOps is accountable for the shape, direction, and outcomes of Eckoh’s cloud platform as experienced by its internal users — development teams, Security, Service Operations, and the broader business. You will own the CloudOps roadmap and backlog, translate business outcomes into engineering priorities, and make the commercial and operational trade-offs that determine what gets built.

Working in close partnership with the Cloud Operations Engineers who deliver the work, and alongside Service Operations, Voice Platforms, and Security leadership, you will ensure CloudOps operate with the discipline, measurability, and customer focus of a product — rather than the reactive posture of a ticket queue.

Key Functional Responsibilities:

Product Ownership & Roadmap

• Own the CloudOps product roadmap across platform surfaces including landing zones, observability, CI/CD, infrastructure-as-code tooling, and FinOps capability.
• Maintain and prioritise the CloudOps backlog, making clear decisions when demand exceeds capacity.
• Ring-fence capacity for toil reduction, technical debt, and resilience work, defending platform investment against reactive stakeholder demand.
• Translate business outcomes into engineering work, ensuring every item of significant work has a named user and a measurable outcome.

Stakeholder Engagement & Discovery

• Run structured discovery with internal customers — application teams, Security, Finance, Service Operations — to understand unmet needs and platform friction.
• Act as the senior point of contact for CloudOps capability across the business.
• Frame platform investment, trade-offs, and outcomes to senior leadership in business terms.
• Manage competing priorities across product, security, and delivery stakeholders, making the call where consensus isn’t possible.

Engineering Partnership

• Work day-to-day with the Cloud Operations Engineers to shape and sequence work, maintaining technical credibility sufficient to challenge design decisions and architectural trade-offs.
• Partner with engineering leadership on capacity planning, sprint shape, and delivery commitments.
• Maintain hands-on awareness sufficiently to read Terraform, understand AWS architecture diagrams, and engage meaningfully in technical reviews.

Governance & Compliance Alignment

• Balance guardrails and enablement — ensuring controls required by PCI DSS, ISO 27001, SOC 2, and Cyber Essentials are embedded as platform features rather than bolted-on friction.
• Partner with Security and Compliance leadership to align the roadmap with audit and regulatory obligations.
• Drive evidence of control effectiveness through platform telemetry rather than manual attestation where possible.

Required skills and qualifications:

• Proven experience as a Technical Product Owner, Product Manager, or Platform Product Lead within a cloud-first environment.
• Strong working knowledge of AWS services and architecture patterns (EC2, ECS/EKS, RDS, IAM, networking, observability).
• Demonstrable experience owning a platform roadmap and making prioritisation decisions against competing senior stakeholder demand.
• Working familiarity with infrastructure-as-code (Terraform) and CI/CD tooling (Gitlab preferred) is sufficient to read, review, and challenge.
• Commercial awareness — able to engage with cost, unit economics, and forecasting in a language Finance recognises.
• Experience translating between senior business stakeholders and hands-on engineers.
• Strong discovery, facilitation, and prioritisation skills, with the confidence to say no where needed.
• Experience working within a 24/7 mission-critical service context.

Desirables:

In addition, the following would be welcome but aren't essential: background in regulated environments (PCI DSS, ISO 27001, SOC 2, Cyber Essentials); hands-on experience running a FinOps programme; familiarity with observability tooling such as CloudWatch, Prometheus, Grafana or Splunk; exposure to Kubernetes; experience with Atlassian tooling for roadmap and backlog management; a prior hands-on engineering background; or experience in contact centre, payments, or customer engagement technology

Personal Attributes:

We're looking for someone decisive and technically credible — able to manage prioritisation with senior stakeholders, and respected by engineers in design and trade-off conversations. You'll be commercially minded, outcome-oriented, and calm under competing pressure, with clear written and verbal communication across both technical and executive audiences.

Our culture:

Our values sit at the heart of the culture at Eckoh:

We encourage and support everyone to grow with Eckoh

We challenge, listen, and are open minded to change and suggestions from others

As trusted advisors, we use our knowledge to solve challenges and deliver the best for our clients

We take personal ownership to strive for excellence in whatever we do

We are welcoming, embrace diversity and respect each other in a spirit of true humanity

Our Vision:

We care about making the world secure and we believe everyone should be able to trust every brand and engage without risk.

Our benefits

• 25 days holiday and increases with service
• Excellent Share Incentive Scheme
• Life insurance
• Simply Health scheme
• Access to group Bupa membership scheme.
• Pension scheme
• Discretionary annual bonus
• Employee Recognition schemes
• Free tea, coffee, fresh fruit and snacks
• Relaxation floor (lunch area, quiet room, pool table, Xbox)
• Well-being initiatives, such as in-house Reflexology and Sports Massage
• Discounted offers
• Team days and Volunteering events
• Christmas & summer company events
• Focused on education and training (conference attendance, higher education sponsorship)

Join Us!

Eckoh is full of friendly, energetic, innovative, and creative individuals, who are proud to be a part of our unique success story.

So, if you want to join a fantastic team, dedicated to delivering a world class service to enterprise level clients, then you should consider working here at Eckoh.

Pay: From £80,000.00 per year

Benefits:

• Bereavement leave
• Casual dress
• Company events
• Free parking
• Life insurance
• On-site parking
• Referral programme
• Sick pay
• Work from home

Work Location: Hybrid remote in Hemel Hempstead HP3 9HN