Job title : Product Manager: Customer Operations (Pretoria)
Job Location : Gauteng, Johannesburg
Deadline : December 12, 2024
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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. If you're eager to innovate and excel, we want you on our team!
Duties and Responsibilities (Include but are not limited to): 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. Key Requirement 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 enhances the customer journey and improve staff efficiency and satissfaction
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