Senior Manager, Product Management

Job Description

Job Title: Senior Manager,  Product Management

Location: Kuala Lumpur

About AirAsia MOVE

AirAsia MOVE is a dynamic ASEAN-focused budget travel company that’s redefining the way people experience travel. As part of the Capital A Group, we aim to deliver seamless, customer-centric solutions that combine innovation and operational excellence. By focusing on creating delightful customer journeys, we’re shaping the future of budget travel.

About the Role

As the Payment Program Manager, you will be at the heart of AirAsia MOVE’s mission to provide a seamless and secure travel experience. Your primary focus is to own and optimize the "post-transaction" lifecycle on our website and mobile app (or wherever the customer transacts). You will lead cross-functional initiatives to refine payment operations—specifically focusing on Chargebacks, Refunds, and Fraud prevention. 

You are a strategic problem-solver who can bridge the gap between technical product requirements and operational excellence, ensuring that our payment workflows are not only compliant but also provide a world-class experience for our guests.

What you will do: 

• Strategic Workflow Design: Lead the end-to-end design and implementation of optimized payment operation workflows, specifically targeting Refund automation and Chargeback management.

• Platform Enhancement: Drive requirements for the AirAsia MOVE website and mobile app to improve data collection for disputes and streamline the user interface for payment status transparency.

• Fraud & Risk Oversight: Partner with the Risk and Tech teams to implement fraud mitigation strategies that protect the platform while maintaining a low-friction checkout experience for guests.

• Cross-Functional Leadership: Coordinate across Finance, Customer Support (AVA/Chat), and Engineering teams to ensure payment operations align with overall business objectives and regulatory compliance.

• Program Governance: Manage the full project lifecycle for payment initiatives, ensuring milestones are met, risks are mitigated, and stakeholders are kept informed through clear reporting.

• Operational Excellence: Audit existing "post-transaction" processes to identify bottlenecks in refund success rates and dispute win ratios, implementing data-driven solutions.

What you need:

• Experience: Minimum of 5–8 years in Program or Product Management, with a proven track record in Fintech, E-commerce, or Digital Payments.

• Domain Knowledge: Deep understanding of the global payments landscape, including card scheme rules (Visa/Mastercard), payment gateway integrations, and dispute resolution.

• Analytical Skills: Strong ability to use data to drive decisions, with experience monitoring KPIs like fraud rates, refund turnaround time (TAT), and chargeback ratios.

• Communication: Exceptional stakeholder management skills, with the ability to translate complex payment regulations into actionable technical or operational requirements.

• Education: Bachelor’s degree in Business, Finance, Computer Science, or a related field. PMP or Agile certification is highly desirable.

• Mindset: A proactive problem-solver with an "Allstar" attitude, comfortable working in a fast-paced and rapidly evolving digital environment.

Why Join AirAsia MOVE?

• Shape the future of travel technology across Southeast Asia.

• Work with talented, passionate engineers in a collaborative, supportive environment.

• Get hands-on experience with cutting-edge technologies and large-scale systems.

• Enjoy a dynamic, fast-paced culture that supports personal growth, innovation, and continuous learning.