Product Manager: Customer Operations Specialist
1 month ago
We're seeking a dynamic Product Manager: Customer Operations to drive innovative platforms at the heart of our operations. Reporting to the COO, you'll lead the creation of cutting-edge solutions that enhance customer journeys and streamline staff experiences.
Key Responsibilities- Intersection of Business & Technology: Serve as the key link between business units (commercial, sales, marketing, customer operations) and technology teams (design, data, IT), ensuring that technology solutions align with business objectives and customer needs.
- Technology Strategy & Development: Lead the vision and strategy for technology platforms that enable staff to efficiently onboard, transact, and service clients, with a focus on both customer-facing and staff-facing experiences.
- Customer & Staff Journey Optimization: Develop and optimize technology that enhances how customers interact with the company through staff channels, while also focusing on improving the staff's experience and efficiency when using these tools.
- Cross-Functional Collaboration: Work closely with marketing, sales, and customer operations teams to ensure that technology solutions support customer acquisition efforts and enhance service delivery.
- Innovation & Continuous Improvement: Stay informed about industry trends, emerging technologies, and competitor strategies to drive continuous innovation in both customer and staff-facing technology platforms.
- A bachelor's degree in computer science, business administration, or a related field. Advanced degrees, diploma, or certifications in product management, business analysis, UX/UI design, business process design, or related areas are a plus.
- Proven experience as a Product Manager in fintech or a related industry, with a focus on technology platforms that support both customer acquisition and service operations.
- Strong understanding of OTC transactional systems, customer service technologies, KYC processes, and experience working closely with IT teams on product development.
- Ability to bridge the gap between business goals and technical execution, with a deep understanding of how technology impacts both customer and staff experiences.
- Proficient in data analysis and the use of insights to drive product strategy and optimize technology platforms for both customers and staff.
- Excellent communication skills, with the ability to work effectively with cross-functional teams and stakeholders at all levels, including IT, sales, marketing, and customer operations.
We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. If you meet majority of the criteria, we encourage you to apply and share how you will bring value and help us build a future of success.
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