Product Manager: Customer Operations Specialist

2 weeks ago

Cape Town, Western Cape, South Africa Mukuru Full time
Transform Technology for Our Clients and Staff

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. Partner with IT Product Owners to bring your vision to life and make a real impact.

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.
  • Collaboration with Product Owners: Partner with Product Owners in the IT function to translate business requirements into technical solutions, ensuring that the development and maintenance of technology platforms align with the product vision.
  • Data-Driven Decision Making: Utilize data analytics to monitor and improve both customer and staff journeys, identifying pain points and implementing technology-driven solutions.
  • 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.
  • Compliance & Security: Ensure all technology solutions comply with industry regulations and maintain the highest standards of security, particularly in the handling of OTC transactions and KYC processes.
Requirements
  • 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.
  • A passion for creating technology solutions that enhance the customer journey and improve staff efficiency and satisfaction.

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