Product Manager – Call Centre and Customer Retention at M-Gas

Job Summary

• The Product Manager supports the development, delivery, and continuous improvement of digital products and business capabilities within an assigned product domain. The role leads cross-functional problem-solving teams by bringing together stakeholders to design, implement and monitor efficacy of solutions. The Product Officer works closely with Product Management, Engineering, Delivery, Data Science & Analytics, QA, and business leaders to maximize business value, enhance user experience, and support the company’s strategic objectives.

Responsibilities:

Product Discovery & Requirements

• Understand business processes, customer needs and operational challenges.
• Identify customer pain points, operational inefficiencies, and opportunities for improvement.
• Deeply understand problem context through qualitative and quantitative data, articulate core problem statements, and run experiments to test hypotheses before building full solutions.
• Translate business requirements into product features, user stories, and functional specifications.
• Prioritize product enhancements based on business value, customer impact, and operational needs.
• Drive adoption and continuous improvement of system and processes within the defined domain.
• Ensure customer journeys are streamlined, consistent, and measurable.
• Maintain product documentation and process flows.

Backlog & Delivery Support

• Support roadmap execution within the assigned product domain.
• Maintain an outcome-driven roadmap aligned to business impact (e.g., churn reduction, First Contact Resolution), using continuous discovery and rapid validation to prioritize high-value initiatives.
• Participate in backlog refinement, sprint planning, reviews and retrospectives.
• Work closely with Engineering and Delivery throughout implementation.

Stakeholder Management

• Build strong relationships with business stakeholders.
• Facilitate workshops and requirement sessions.
• Ensure stakeholder feedback is incorporated into future improvements.
• Communicate priorities, progress and upcoming releases.

Product Performance

• Monitor product adoption and business KPIs.
• Analyze operational data and user feedback.
• Identify opportunities for continuous improvement.
• Recommend enhancements based on measurable business value.

Release & Change Management

• Support UAT and business validation.
• Coordinate with QA during testing.
• Assist with rollout planning.
• Support training material and business readiness activities

Education:

• Bachelor's degree in Computer Science, Software Engineering, Information Systems, Business Information Technology, Engineering or Business Administration (with strong technology exposure).
• A Master’s degree would be an added advantage.

Work Experience:

• 4–5years working as Product Owner, Product Manager, Product Officer, Business Analyst or Product Analyst.
• Experience managing customer-facing systems and digital products
• Experience working with software development teams.
• Experience writing business requirements and user stories.
• Experience supporting digital products throughout their lifecycle.

Required Knowledge:

• Agile / Scrum product development
• Product backlog management
• Hypothesis-driven development, product discovery techniques, data fluency/analysis, and product storytelling/narrative building.
• Data-driven decision making

Core Competencies:

• Structured thinking
• Excellent communication
• Customer focus
• Problem Definition
• Product Discovery & Experimentation
• Data-Driven Decision Making
• Analytical mindset
• Prioritization
• Stakeholder management
• Collaboration
• Continuous improvement

End Date September 15th 2026