Ready to 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. 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
I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. 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. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!
Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.
If you do not receive any response after two weeks, please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS
Top Skills
What We Do
Mukuru is one of the largest money transfer providers in Africa and a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to the emerging consumer. The foundation of our business was built by providing the continent’s migrant diaspora with safe, convenient international money transfers. From this base we have grown a wide range of products and services that take their cue from our customers’ needs and aspirations for greater financial security and a better life. To this end, we continue to build a highly robust and resilient physical and digital financial payments infrastructure across Africa that unlocks new value-added services for our loyal customers. This includes cash transfers, Mukuru Funeral Cover, and the Mukuru Card. As a fintech provider, Mukuru has underpinned its successful customer engagement strategy with the ability to ‘speak the language’ of its users and gain a grassroots understanding of the unique pain points that customers face in each market. Our engagement platforms include WhatsApp, free USSD, the Mukuru App, and the website. Customers are always able to speak to Mukuru about any challenges or difficulties with the platform, whether it’s a Mukuru agent in a physical booth, at a branch, over the telephone, or via a virtual live chat function in a language of the customer’s choosing, and often in their mother tongue. Take a walk through our Contact Centre at any time, and you’ll hear conversations in 15 languages – our very own united nations of Africa and Asia.
