Product Manager – Call Centre and Customer Retention

Role Overview

As a Product Manager, you will own the day-to-day discovery and delivery work behind a portfolio of digital products and internal business capabilities, turning messy operational problems into clear, testable product decisions. You will sit at the centre of a cross-functional group — engineering, delivery, analytics, QA and the business teams who use the systems — and keep that group moving toward measurable outcomes rather than a long list of features. Your work matters because the products you shape directly determine how quickly customers are served, how often they stay, and how efficiently the business runs.

Key Responsibilities

• Investigate how business processes actually work in practice, gathering qualitative and quantitative evidence to surface customer pain points, operational bottlenecks and untapped improvement opportunities.
• Frame sharp problem statements, then design and run lightweight experiments or prototypes to validate assumptions before committing engineering effort to a full build.
• Convert business needs into well-defined features, user stories and functional specifications, and maintain the documentation and process flows that keep everyone aligned.
• Own backlog refinement and prioritisation, sequencing enhancements by business value, customer impact and operational urgency rather than by whoever asked loudest.
• Take part in sprint planning, reviews and retrospectives, staying close to engineering and delivery teams throughout implementation so requirements stay honest as reality shifts.
• Maintain an outcome-driven roadmap tied to measurable business results — such as reduced churn or improved first contact resolution — and refresh priorities through continuous discovery.
• Facilitate workshops and requirement sessions with stakeholders, then close the loop by showing how their input shaped subsequent releases.
• Track adoption, business KPIs, operational data and user feedback; recommend the next round of enhancements and carry them from validation through UAT, QA coordination, rollout planning and business readiness, including training materials.

Requirements & Qualifications

• 4–5 years of experience as a Product Owner, Product Manager, Product Officer, Business Analyst or Product Analyst.
• Demonstrated experience managing customer-facing systems and digital products across their full lifecycle, including writing business requirements and user stories.
• Proven track record of working alongside software development teams in an Agile or Scrum environment.
• Solid command of product backlog management, hypothesis-driven development, product discovery techniques and data-driven decision making.
• Data fluency — comfortable analysing operational and behavioural data, interpreting KPIs and building a persuasive product narrative from the findings.
• Bachelor's degree in Computer Science, Software Engineering, Information Systems, Business Information Technology, Engineering, or Business Administration with substantial technology exposure; a Master's degree is an added advantage.
• Core strengths in structured thinking, problem definition, prioritisation, stakeholder management, collaboration, customer focus and continuous improvement, supported by clear written and verbal communication.