Product Operations Manager at OmniBiz Africa

Responsibilities:

Measure the impact of the usage of our solution for our customers

• Data driven measurement of adoption of our solution, new releases as well as their impact on our customers’ businesses

Enhance Customer Training, Optimize Onboarding

• Product ops support onboarding by streamlining the process to ensure a positive customer experience from the get-go.
• Build video / PDF / other materials to provide quality training and ease the adoption of our applications
• Identify ways to improve the adoption rate

Customer Relationship Management

• Diligently investigate and resolve customer queries, report errors / issues to the product team, do constant follow up with internal teams to ensure customer issues are resolved on priority
• Assist product managers with detailed requirement documents laid out in alignment with clear and measurable business objectives.

Standardize Communications - Ensure proper communication and constant adoption of new features / releases done

• Keeping everyone on the same page - managing the constant requests from sales, support, and other cross-functional teams.
• Constant on ground visits to ensure product drive
• Maintain and update documentation on processes, guidelines, and other critical materials

Testing of new / improved product releases / features

• Working with the product managers and software testers to ensure new releases are in line with requirements and processes of customers

Qualifications

• previous experience managing tech/SFA products
• product management/customer success experience at least 3yrs experience in Ecommerce/FMCG
• IT savvy