Head of Product · Flash Pack · Mar 2022 – Oct 2024 · 4 teams, 20+ people
Flash Pack
Joined as founding tech hire at this JamJar-backed traveltech startup. Built the product function from scratch and drove £9.7M GMV growth (+220%) over 2.5 years.
£9.7M
GMV Growth
+220% over 2.5 years
400%+
Inventory Capacity
Scaled trip offerings
£1.1M
Costs Reduced
Support -30%, Supplier ops -68%
11 weeks
App Launch
iOS & Android from 0-1
The Challenge
Flash Pack had product-market fit but lacked tech infrastructure to scale. As the first tech hire, I needed to build a product organisation from scratch while simultaneously shipping features that would unlock growth and operational efficiency.
The Approach
- 01Established PM levelling framework and hiring processes to attract top talent
- 02Built 4 cross-functional teams covering Browse, Checkout, Mobile App, Inventory, Support & Data
- 03Implemented 4DX goal-setting and monthly product reviews for alignment
- 04Prioritised automation and AI to reduce operational bottlenecks
The Solution
Created a product-led culture with clear ownership and metrics. Launched native iOS & Android apps in just 11 weeks to solve the #1 customer pain point (accessing flight details). Drove aggressive automation of supplier and support operations through AI and tech solutions.
The mobile app cut 97% of customer support tickets related to flight details—14% of all tickets gone overnight.
Key Learnings
- •Building from scratch requires balancing immediate delivery with long-term infrastructure
- •Hiring ex-Monzo/Depop PMs raised the bar and created a culture of excellence
- •AI and automation can dramatically cut ops costs when strategically applied
- •Mobile apps can solve customer problems that web experiences simply cannot
Interested in discussing this project or working together?