Product Manager: Customer Operations

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 Requirements:

• A bachelor's degree in computer science, business administration, or a related field. Advanced degrees, diplomas, 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.

Note: 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.