# Product Manager – Call Centre & Customer Retention Job M-Gas Canonical URL: https://primejobalerts.com/jobs/product-manager-call-centre-customer-retention-job-m-gas Company: M-Gas Category: Information & Communication Technology Location: Kenya Work type: Full-time Work arrangement: On-site Published: 2026-09-10 Expires: 2026-10-25 ## 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 ## Apply Use the canonical Prime Job Alerts page for full application instructions and source verification.