Job description

IT Jobs. M-Gas Jobs. Product Manager – Call Centre & Customer Retention managing call centre operations and customer retention strategies, requiring experience in product management or customer retention with strong analytical skills, in a renewable energy/technology environment, on-site role.

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

How to Apply

Click Here to Apply

Product Manager – Call Centre & Customer Retention Job M-Gas