Product Manager: Customer Service Platform Leader

Takealot Group; Cape Town; Hybrid; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Hybrid working model

Mentorship programme

Staff discount

Birthday leave

Right tools, right job

Job summary

Takealot Group in Cape Town seeks a Product Manager to own the CS platform roadmap, reducing customer resolution time by delivering efficient features for service agents. You will work with CS, engineering, design, operations and executives to translate strategy into initiatives and measurable outcomes.

You will drive requirements, collaborate on technical vision, set timelines and lead teams through design to release, including QA and UAT to ensure high quality delivery.

Qualifications

• Bachelor's Degree or Advanced Diploma in a related field, and a minimum of 5 years Product Management experience, with at least 2 years in a Product Development environment.
• If no degree, equivalent experience of at least 8 years in Product Management with 2 years in Product Development.
• Experience in an e-commerce or API-driven environment is advantageous.
• Experience in online restaurant and grocery shopping and customer experience is advantageous.
• JIRA and Confluence experience.

Responsibilities

• Define the overall vision and roadmap of features for the Takealot Group CS Platform, prioritising reduced contact resolution time.
• Collaborate cross-functionally with customer service, engineering, design, operations and executives to deliver product enhancements.
• Translate business strategy and priorities into initiatives and projects.
• Define and track metrics to inform decisions on features and functionality.
• Create business cases to justify prioritisation of initiatives.
• Elicit detailed requirements and document technical specs for Engineering.
• Collaborate to establish the technical vision and balance usability with performance.
• Lead backlog grooming, sprint planning and clarify requirements as needed.
• Set timelines, drive project schedules and lead cross-functional teams from design to release.
• Review test plans and scripts and perform user acceptance testing.

Skills

Product management

Roadmapping

Cross-functional collaboration

Stakeholder management

Analytical thinking

Education

Bachelor's Degree or Advanced Diploma

Tools

JIRA

Confluence

Job description

Takealot Group in Cape Town seeks a Product Manager to own the CS platform roadmap, reducing customer resolution time by delivering efficient features for service agents. You will work with CS, engineering, design, operations and executives to translate strategy into initiatives and measurable outcomes.

You will drive requirements, collaborate on technical vision, set timelines and lead teams through design to release, including QA and UAT to ensure high quality delivery.