Product Manager | Service Interactions

GoTymeX; Jakarta Pusat; Sur place; IDR 400 000 000 - 650 000 000; Plein temps

Avantages offerts par ce poste

Competitive benefits

Learning and development

Career growth opportunities

International collaboration

Overseas training

Résumé du poste

GoTymeX, the product, technology and data analytics hub of GoTyme Group, is seeking a senior Product Manager who brings deep expertise in service interaction design and a track record navigating AI-first servicing. This role spans GoTyme Bank in the Philippines and South Africa, with ownership of the product roadmap and outcomes across both markets.

You will collaborate with adjacent product teams to ensure seamless interactions between self-service, AI-assisted servicing, and human support,

Qualifications

• Senior Product Manager with depth in service interaction design.

Responsabilités

• Craft customer self-Service journeys through In-app and Kiosk Help Centre.
• Enable digital messaging across In-app chat and WhatsApp, and AI-assisted service management.
• Orchestrate inbound customer email management, auto-response frameworks, routing and resolution workflows.
• Optimise inbound and outbound call route and IVR design across contact centre platforms.

Description du poste

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.

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.

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
• 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 will bring 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 from 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 GoTyme Bank in both the Philippines and 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 requires a human feel like it was worth the conversation. This role owns the full spectrum of the crafting experience, how that gets built and how it performs.

• Craft customer self-Service journeys through 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 route 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