Product Engineering Lead, Customer Operations
FDJ United is seeking a Product Engineering Lead for the Customer Operations engineering area, which is central to the customer experience. This role covers key journeys including customer support, responsible gaming, player sustainability, and account management, encompassing a portfolio of customer and agent-facing products such as self-service help centres and AI-driven automated solutions.
Reporting to the Head of Engineering for Gaming and Player Engagement, the Product Engineering Lead will partner with Business Owners to define priorities and build a product function that meets organisational needs. The role involves managing a team of Product Owners, driving delivery, and ensuring alignment with technical strategies and business goals. The successful candidate will be accountable for the productivity, security, and technical compliance of their product portfolio while maintaining high standards of quality and stability.
- Work closely with your Business Owner to translate strategies and requirements into technical deliverables.
- Drive outcomes in your area according to priorities set by the Business Owner, taking ownership for the success of your products.
- Support the Business Owners with technical expertise, potential solutions, resources for ideation purposes and cost estimations.
- Build a strong team of Product Owners, fostering a culture of accountability, ownership, performance, and innovation.
- Ensure that your area has the right structure, capacity and spoked-in resources to be able to deliver according to expectations.
- Lead and motivate the teams and spokes in your area to ensure alignment on key objectives, goals and deliveries.
- Collaborate with other Product Engineering Leads to drive initiatives that span across several Engineering areas.
- Keep stakeholders informed on progress and changes to timelines or cost.
- Ensure that your area has the right tools to deliver, including licenses, tooling and test environments.
- Make sure all services are maintained and compliant, and that all deliveries follow our standards for security and quality.
- Secure that all deliveries in your area follow the Tech Process and architectural guidelines.
- Drive continuous improvement and process optimisation by leveraging AI, automation, and workflow simplification to enhance efficiency, effectiveness, and customer experience.
- Several years of experience in people management and leading product or delivery teams in an operationally complex environment (required).
- Strong personal drive and the ability to navigate complex scenarios without having all the answers (required).
- Capability to quickly grasp new information needed to understand and solve technical problems (required).
- Ability to quickly adapt to new situations and work in a fast-paced environment (required).
- Experience in building successful teams and leading them through change (required).
- Positive and pragmatic attitude with a focus on making others successful (required).
- Strategic mindset with the ability to translate business objectives into actionable delivery plans (required).
FDJ United is one of Europe's largest gaming and betting groups, formed after French lottery operator La Française des Jeux (FDJ) acquired Kindred Group - the company behind Unibet - in 2024 and rebranded the enlarged group in 2025. Headquartered in Boulogne-Billancourt, France, it operates lottery, online sports betting, casino and poker across multiple European markets and Australia. Its portfolio includes well-known online brands such as Unibet, 32Red and Maria Casino, alongside FDJ's French lottery and retail network. The group is listed on the Euronext Paris exchange.