नोकरीचे वर्णन

About GoTymeX

GoTymeX serves as the product, technology, and data analytics center for the GoTyme Group, focused on revolutionizing digital banking across emerging regions in South Africa and Asia. Their goal is to empower individuals and small businesses by delivering transformative financial services, leveraging digital innovation to create products valued by both employees and customers.

About The Service Interactions Product Team

This team manages all customer contact channels with the banks under GoTymeX and the intelligent systems that enhance those interactions. Operating within the Customer Service Experience portfolio at a group level, they serve both GoTyme Bank (South Africa) and GoTyme Bank (Philippines). The team emphasizes user-friendly, straightforward access to service and supports customers in progressing through digital adoption.

Members of the team combine service design, channel strategy, and AI expertise, working cross-functionally with product, engineering, analysis, and design professionals worldwide. Their shared vision is to create service interactions where customers feel genuinely cared for.

Why Join GoTymeX

An innovation-centric workplace blending structured business processes with AI integration
A globally collaborative environment fostering continuous learning and personal growth
Competitive benefits including professional development opportunities
Access to seminars, conferences, career talks, and international training programs to support advancement
Opportunity to contribute to initiatives that promote financial empowerment and accessibility in emerging markets

Role Overview

The position seeks a seasoned Product Manager with strong expertise in designing service interactions, balancing AI-driven technologies with practical cloud contact centre operations. This group role covers product roadmap ownership and outcome management for both the Philippines and South Africa markets.

The ideal candidate understands the subtleties of conversational flows, when to transition customers from self-service to agent support, and values interactions that leave customers feeling attended to rather than merely resolved.

Key Responsibilities

Design intuitive self-service customer journeys via in-app features and kiosks to maximize resolutions before agent involvement
Implement digital messaging on platforms like in-app chat and WhatsApp (using services such as Twilio) alongside AI-assisted conversation tools
Manage inbound email handling, including auto-responses, routing, and resolution workflows
Optimize call routing and IVR design leveraging contact centre platforms like Genesys Cloud CX or AWS Connect
Lead and prioritize the Service Interactions product backlog for both markets balancing group aims and local needs
Facilitate agile ceremonies including sprint planning, reviews, and retrospectives with cross-functional teams
Collaborate to develop and refine the product roadmap aligned with the Director of Product and group objectives
Ensure delivery quality through Definition of Done and release readiness monitoring
Track key metrics such as customer satisfaction, digital channel adoption, self-service resolution rates, cost per active customer, and net promoter score
Drive group-level strategy managing the balance between digital-first ambitions and the customer adoption stages across markets
Leverage operational and semantic data (VOC) to identify service trends to inform product and operational decisions
Assess emerging AI and interaction technologies and share competitive insights to influence the product direction
Act as a group lead providing thought leadership to service operations leadership for best practices and unified service interaction management
Develop observability tools, dashboards, and insights to empower operations managers in decision-making
Recommend improvements to operational models, agent workflows, routing, and resource planning driven by product capabilities
Engage and influence stakeholders across product, engineering, operations, and senior executives in a multi-market context
Champion AI-first services, from intelligent self-service deflection to AI-agent assistance and real-time customer feedback integration
Formulate clear hypotheses for new features and ensure appropriate analytics to measure impact
Constantly seek new ideas from within and outside financial services to enhance the product’s technological edge

Required Qualifications and Experience

At least 5 years of product ownership or management experience, including 3 years focused on service interactions, customer service, or contact centres
Proven ability to lead and influence cross-functional teams in complex organizations without direct authority
Strong stakeholder management skills in a multi-market, multidisciplinary environment
Experience with delivery across at least two of the following: voice/IVR systems, digital messaging (chat/WhatsApp), email management, self-service or help centres
Practical knowledge of AI-driven service platforms (e.g., Google CCAI, LivePerson) and traditional contact centre platforms (Genesys Cloud CX, AWS Connect)
Good understanding of contact centre performance metrics such as customer satisfaction, effort scores, first contact resolution, workforce management, and cost to serve
Data-driven decision-making skills with ability to track feature effectiveness through metrics
Proficiency in English and ability to work effectively across cultures and time zones
Experience in retail financial services or digital banking environments

Preferred Additional Skills

Experience with CRM or case management tools such as Pega Customer Service, Service Now, Camunda, or Appian
Background in multi-country or group-level product delivery addressing diverse channel maturity and customer adoption levels
Familiarity with WhatsApp Business API including template messaging and conversational flows
Exposure to conversation intelligence tools and Voice of Customer analytics (sentiment analysis, topic modelling)
Contributions to designing contact centre operating models beyond technology implementation
Knowledge of workforce management tools and capacity planning methodologies
Mentoring experience for junior product managers or business analysts

Educational Background

Bachelor’s degree in Business Administration, IT, Computer Science, or related discipline
Product management certifications such as CSPO or SAFe PO/PM are beneficial
Professional certifications in customer experience or contact centre domains (CCXP, COPC) are advantageous

Compensation and Benefits

A competitive salary reflecting expertise and potential
Performance bonuses and stock incentives for outstanding contributors
Access to conferences and expert-led training opportunities
Flexibility for remote work or office attendance
Generous leave entitlements including a paid birthday off
Meal and parking allowances

Product Manager - Service Interactions

तुम्ही जिथे काम कराल