Product Manager | Service Interactions

About the Role

We're looking for a senior Product Manager who brings real depth in service interaction design. You’ve wrestled with the nuance of a conversational flow, understood when a self-service needs a graceful exit to a helpful human, and who genuinely cares about the difference between an interaction that just closes and one that leaves a customer feeling looked after.

This is a Group role, spanning both GoTyme Bank (Philippines) and TymeBank (South Africa), with ownership of the product roadmap and outcomes across both markets.

The right person has navigated both the fast-moving world of AI-first service technologies and the operational reality of cloud contact centre environments. They understand that platform knowledge is not product strategy, and that a truly great service interaction often happens without the customer noticing the technology behind it at all.

This role works closely with adjacent product teams in the CSE portfolio — including those responsible for case management, service fulfilment workflows, and operations tooling — to ensure that the space between a service interaction and its resolution is as seamless as the conversation itself.

What you’ll be doing

Working closely with business colleagues, design and product engineering teams to shape and manage a vision of intuitive self-service and AI-assisted digital servicing interactions across several servicing channels, while ensuring that every touchpoint still requiring a human feels like it was worth the conversation. This role owns the full spectrum of the crafting the experience, how that gets built and how it performs.

• Craft customer self-Service journeysthrough our In-app and, Kiosk Help Centre, growing the resolution before any agent is involved
• Enable digital messaging across In-app chat and WhatsApp (via platforms such as Twilio) and any other channels customers feel at home, including AI-assisted service conversation management.
• Orchestrate inbound customer email management, auto-response frameworks, routing, and resolution workflows
• Optimise inbound and outbound call routing and IVR design (contact centre platforms such as Genesys Cloud CX or AWS Connect)

Product ownership & delivery

• Own and prioritize the group's Service Interactions backlog across both markets, with clear rationale balancing Group objectives and in-country urgency
• Lead sprint ceremonies (refinement, planning, reviews, retrospectives) with the engineering, BA, and design team
• Define and iterate on the product roadmap in collaboration with the Director of Product, aligned to Group strategic objectives and in-country OKR targets
• Hold the Definition of Done across all product delivery outputs and own release readiness
• Track and report on product-level OKRs: CSAT, digital channel adoption, self-service resolution, cost to serve per active customer, and NPS

Service interactions strategy

• Own the Group-level strategy and platform performance for how customers interact with GoTymeX banks balancing digital-first ambition with the realities of customer adoption curves in each market
• Use operational and semantic data signals like Voice of Customer (VOC) to surfacing service drivers to inform product decisions, operational management, and Group-level service insights.
• Evaluate emerging interaction technologies and AI platforms, bringing external thinking and competitive benchmarks into product direction and roadmap.

Operational support and advisory

• Serve as a Group Lead and Thought Leader to customer service operations leadership in-country on best-in class service interactions, contact center management and service operations - not just delivering features, but leading Service Interactions across the Group as a single business operations team.
• Provide observability tooling, dashboards, and data insights that help operations managers make better decisions about their teams, channels, and service levels
• Identify and drivee changes to operating models, agent workflows, routing strategies, and headcount planning where product capability unlocks a better approach

Stakeholder management and group collaboration

• Proven ability to influence, lead, align, and hold accountability across product, engineering, operations, and business stakeholders and senior executives in a complex multi-market environment.

Innovation and continuous improvement

• Champion AI-first service experiences — from intelligent deflection and self-service to AI-assisted agent tools and real-time VOC intelligence
• Define clear hypotheses and learning objectives for new features; ensure analytics and interaction tagging coverage is in place to validate them
• Actively source new ideas from inside and outside financial services; bring competitive and emerging technology perspectives into the product