Manager, Operations

Globe Telecom, Inc.; Caloocan; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

GCash is seeking a Product Manager to lead agent-facing tooling initiatives in the Philippines. You will shape the roadmap for CRM, knowledge base, and internal communications, translating agent needs into actionable requirements for engineering and design teams.

You’ll work closely with operations and leadership to drive adoption and measurable improvements in efficiency. The role emphasizes data-driven decision making to optimize agent productivity and user experience, with responsibilities

Qualifications

• Experience in product management or analytics
• Strong problem solving and communication skills
• Ability to translate user needs into clear requirements

Responsibilities

• Interview and observe agent users to identify pain points and needs in agent tools and workflows.
• Define and maintain a prioritized roadmap for agent-facing platforms (CRM, knowledge base, internal comms).
• Write detailed user stories, acceptance criteria, and technical requirements for engineering and design teams.
• Collaborate with Engineering, UX Design, Operations, and Leadership to align on product development from concept to launch.
• Define KPIs for agent productivity and experience and use analytics to improve features.
• Plan and execute rollout of new tools with training, documentation, and change management.

Job description

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

Responsibilities

• Conduct In-Depth Agent Research: Routinely interview and observe human agents, and analyze operational data (e.g., handle time, transfers, quality scores) to identify key pain points and unmet needs in their tools and workflows.
• Define and Maintain the Agent Tooling Roadmap: Create a clear, prioritized product roadmap for agent-facing platforms (e.g., CRM, knowledge base, internal comms) that aligns with customer experience and operational efficiency goals.
• Prioritize the Product Backlog and Write Requirements: Translate agent needs and business objectives into detailed user stories, acceptance criteria, and technical requirements for the engineering and design teams.
• Collaborate with Cross-Functional Teams: Serve as the central hub of communication between Engineering, UX Design, Operations, and Leadership to ensure alignment, resolve dependencies, and guide product development from concept to launch.
• Measure and Analyze Product Performance: Define Key Performance Indicators (KPIs) related to agent productivity and experience (e.g., time to resolution, feature adoption) and use analytics to iterate on and optimize released features.
• Manage Feature Rollout and Change Management: Plan and execute the successful launch of new agent tools, including coordination of training, documentation, and communication to drive adoption and ensure a smooth transition for the human agents.

What We Offer Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package is the #1 Finance App in the Philippines.

Through the GCash App, 81M registered users can easily purchase prepaid airtime; purchase from over 6M partner merchants and social sellers; send and receive money anywhere in the Philippines, even to other bank accounts; pay bills at over 1,800 partner billers nationwide; and get access to savings, credit, loans, insurance and investments, and so much more, all at the convenience of their smartphones.

GCash is a wholly-owned subsidiary of Mynt (Globe Fintech Innovations, Inc.) since 2015. Mynt, Inc. is the parent company of GCash, the Philippines’ #1 finance superapp, advancing financial inclusion through ‘Finance for All’. G-Xchange, Inc. (GXI) is the payments company for GCash. GXI is a BSP-licensed e-money issuer responsible for the digital payments and electronic money activities in the GCash app. Fuse Financing, Inc. is the financing company for GCash. Fuse provides eligible users with access to fair and digitally-enabled credit products and solutions. Ryse, Inc. broadens access to investments that are easy to use and understand, supporting wealth-building for Filipinos at different stages of their financial journey. BlockG Virtual Assets, Inc. supports responsible participation in digital assets, helping build trust and long-term confidence in the continuously evolving digital landscape.