Manager, Operations

Globe Telecom, Inc.; Caloocan; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Career growth opportunities

Competitive compensation package

Flexible benefits

Job summary

GCash, the leading FinTech in the Philippines, invites an experienced Product Manager to shape agent-facing tools. You will interview agents, translate insights into user stories, and define a clear roadmap that boosts agent productivity and service quality.

Collaborate with Engineering, UX, Operations and Leadership to prioritize the backlog, plan feature rollouts, and measure KPI impact. Join a dynamic team delivering convenient financial solutions nationwide.

Qualifications

• Translate agent needs into detailed user stories and acceptance criteria.
• Create and maintain a clear roadmap for agent-facing platforms.
• Prioritize backlog and write precise technical requirements.
• Collaborate with Engineering, UX Design, Operations and Leadership.
• Define KPIs for agent productivity and experience.
• Plan training, documentation, and communications for rollouts.

Responsibilities

• Conduct in-depth agent research to identify pain points and needs in tools and workflows.
• Define and maintain a roadmap for agent-facing platforms.
• Prioritize backlog and write clear user stories with acceptance criteria.
• Collaborate with Engineering, UX Design, Operations and Leadership.
• Measure KPIs and analyze product performance to drive improvements.
• Manage tool rollouts, training, and documentation to ensure adoption.

Skills

In-depth agent research

Agent tooling roadmap

Backlog prioritization

Cross-functional collaboration

Product performance analysis

Feature rollout 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!

• 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.