Product Manager | Service Interactions at GoTymeX · Kuala…

About GoTymeX

GoTymeX is the product, technology and data analytics hub of GoTyme Group. At GoTymeX, we're reimagining digital banking across emerging markets, across South Africa and Asia.

Our mission is to unlock human potential, and we aim to do so through the development of transformative financial services that empower individuals and small businesses. We believe in the power of digital in building products that our employees and customers love.

About the Service Interactions product team

The Service Interactions team owns every channel through which customers connect with their bank, and the intelligence layer that makes those connections smarter over time.

We sit within GoTymeX's Customer Service Experience portfolio, operating as a Group function across both GoTyme Bank (South Africa) and GoTyme Bank (Philippines).

We make conscious decisions to keep service access simple and intuitive and help them move up the digital adoption curve where needed.

Part service designers, channel strategists and AI pragmatists; we're a cross-functional team of product, engineering, analysis, and design people spread across the globe, united by a shared belief that the best service interaction is the one that leaves a customer feeling genuinely looked after.

Why work with GoTymeX

• Innovation-driven environment: Reinvention of processes, incorporating the structure and safety of explainable business processes, incorporating AI.
• International and collaborative culture: Be part of a dynamic team that values collaboration, continuous learning, and personal growth.
• Competitive benefits: Enjoy a comprehensive benefits package, opportunities for professional development (see below).
• Learning and development: Access to technical seminars, conferences, career talks, and overseas training to accelerate your career advancement and ensure continuous growth.
• Impactful work: Contribute to projects that directly influence financial empowerment and access in emerging markets.

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

What you bring

You must have:

• Minimum 5 years of product ownership or product management experience, with at least 3 years in the service interactions, customer service, or contact centre domain
• Demonstrated experience leading through influence rather than authority with a track record of mobilising cross-functional teams, driving decisions, and holding accountability in complex organisational environments where direct line management is not the primary tool available.
• Excellent stakeholder management skills, with experience aligning product, engineering, and business perspectives in a complex multi-market environment
• Demonstrated product delivery across at least two of: voice/IVR, digital messaging (chat or WhatsApp), email management, self-service or help centre
• Hands-on experience with AI-centric service platforms (such as Google CCAI, LivePerson, or equivalent LLM-based conversation platforms) and traditional CCaaS platforms (such as Genesys Cloud CX or AWS Connect)
• A solid working understanding of traditional and outcomes focussed contact centre operational metrics such as CSAT, CES, first contact resolution, WFM, and cost to serve sufficient to credibly advise and challenge CS operations leadership
• Strong analytical mindset with demonstrated ability to make data-driven prioritisation decisions and track feature impact through well-defined metrics
• Fluency in English; comfort operating across cultures and time zones
• Experience in retail financial services or digital banking

It would be great if you also had:

• Experience working with or alongside CRM and case management platforms (eg: Pega Customer Service, Service Now, Camunda or Appian) as part of a broader service interaction delivery stack
• Multi-country or Group-level product delivery experience, particularly across markets with different channel maturity and customer digital adoption profiles
• Familiarity with WhatsApp Business API (BSP model, template messaging, conversational flows)
• Exposure to conversation intelligence and VOC tooling (sentiment analysis, topic modelling, interaction analytics)
• Experience influencing or co-designing contact centre operating models, not just the technology layer
• Familiarity with WFM tools and contact centre capacity planning methodologies
• Experience mentoring junior product or BA colleagues

Education

• Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field
• A product management qualification (CSPO, SAFe PO/PM, or equivalent) is advantageous
• Relevant professional certifications in CX or contact centre disciplines (CCXP, COPC, or equivalent) are a plus

Compensation and benefits

• Competitive salary that recognizes your talent and potential
• Performance-based bonus, including stock-based incentives for high performers
• Conferences and expert-led training to accelerate your career
• Flexibility to work from home or the office
• Generous annual leave allowance, and paid day off for your birthday
• Meal and parking allowances