Manager, Operations

GCash; Manila; On-site; PHP 502,200 - 669,600; Full time

Benefits offered by this job

Career growth opportunity

Flexible compensation and benefits package

Job summary

GCash is looking for a talented individual to make an impact in the FinTech industry in the Philippines. You will conduct in-depth agent research to improve operational tools and collaborate with various teams to ensure alignment throughout product development.

This role offers opportunities for career growth within a dynamic and collaborative team. GCash values its employees and provides a highly competitive compensation and benefits package.

Qualifications

• Experience in conducting user research and analyzing operational data.
• Proficiency in product roadmap creation and requirements writing.
• Ability to measure and analyze product performance.

Responsibilities

• Conduct interviews and observe agents to identify pain points.
• Create and maintain an agent tooling roadmap.
• Collaborate with cross-functional teams to guide product development.

Job description

Do you want to take the first step in making Filipinosʼ 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.