Product Operations Manager - Whatsapp communications

Be Different; Sandton; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Be Different is seeking a Senior Product Manager to lead the E-Services Platform with a strong focus on product strategy, lifecycle management, and cross-functional delivery. You will translate business needs into user stories and drive end-to-end delivery from ideation to optimization.

The role emphasizes coordinating with senior leadership, IT, operations, and customer support to ensure platform uptime, scalability and security while delivering measurable business impact.

Qualifications

• Bachelor’s degree in business, Computer Science, Engineering, or related field.
• 5+ years of experience in Product Management with exposure to Operations, Platform Management or Service Delivery.
• Experience in digital ecosystems, fintech, or e-service platforms preferred.
• Strong background in product launch / implementation.
• Proven ability to manage technical products with operational complexity.
• Solid understanding of product operations and lifecycle management.
• Basic knowledge of IT networking and digital platforms (especially in payments / e-services).
• Strong process optimization and data-driven decision-making abilities.
• Experience with sales alignment, pipeline tracking and cross-functional collaboration.
• Proven ability to resolve complex issues and maintain client relationships.
• Excellent reporting, documentation, and continuous improvement mindset.

Responsibilities

• Define and communicate the product vision, roadmap and success metrics for the E-Services Platform.
• Analyse customer needs, market trends and emerging technologies to inform product direction.
• Work with senior leadership to align the product strategy with company goals and operational priorities.
• Translate business requirements into user stories, acceptance criteria and technical specifications.
• Manage end-to-end product lifecycle - from ideation through development, testing, launch and optimization.
• Coordinate sprint planning, backlog grooming and cross-functional alignment using Agile methodologies.
• Oversee QA and UAT processes to ensure product quality and reliability.
• Develop and implement operational processes for the ongoing management and support of the E-Services Platform.
• Work with operations and customer support to monitor platform uptime, performance and incident resolution.
• Collaborate with IT and Infrastructure teams to ensure system scalability, redundancy and security.
• Establish standard operating procedures (SOPs) for service deployment, updates and customer onboarding.
• Drive process improvement initiatives to increase efficiency, reduce manual tasks and enhance service quality.
• Manage vendor and third-party integrations to maintain service continuity and operational compliance.
• Support capacity planning, resource allocation and SLA performance tracking.
• Ensure strong data governance, reporting accuracy and operational transparency across teams.
• Act as the primary liaison between operations and other internal departments.
• Communicate progress, risks and outcomes clearly to leadership and key stakeholders.
• Work with finance and procurement to manage budgets, forecasts and vendor contracts.
• Collaborate with customer support to identify and resolve operational pain points affecting users.
• Use analytics and customer feedback to identify performance bottlenecks and improvement opportunities.
• Oversee A/B testing, feature rollout plans, and continuous optimization of user journeys.
• Prioritize enhancements that improve platform reliability, accessibility and operational efficiency.

Skills

Product management

Operations

Platform management

Service delivery

Digital ecosystems

Data-driven decisions

Cross-functional collaboration

Education

Bachelor’s degree in business, Computer Science, Engineering, or related field

Job description

In order to be considered the following is required:

• Bachelor’s degree in business, Computer Science, Engineering, or related field
• 5+ years of experience in Product Management with exposure to Operations, Platform Management or Service Delivery
• Experience in digital ecosystems, fintech, or e-service platforms preferred
• Strong background in product launch / implementation
• Proven ability to manage technical products with operational complexity
• Solid understanding of product operations and lifecycle management
• Basic knowledge of IT networking and digital platforms (especially in payments / e-services)
• Strong process optimization and data-driven decision-making abilities
• Experience with sales alignment, pipeline tracking and cross-functional collaboration
• Proven ability to resolve complex issues and maintain client relationships
• Excellent reporting, documentation, and continuous improvement mindset

Responsibilities:

Product Strategy and Planning:

• Define and communicate the product vision, roadmap and success metrics for the E-Services Platform
• Analyse customer needs, market trends and emerging technologies to inform product direction
• Work with senior leadership to align the product strategy with company goals and operational priorities

Product Development and Delivery:

• Translate business requirements into user stories, acceptance criteria and technical specifications
• Manage end-to-end product lifecycle - from ideation through development, testing, launch and optimization
• Coordinate sprint planning, backlog grooming and cross-functional alignment using Agile methodologies
• Oversee QA and UAT processes to ensure product quality and reliability

Operations and Service Delivery Management

• Develop and implement operational processes for the ongoing management and support of the E-Services Platform
• Work with operations and customer support to monitor platform uptime, performance and incident resolution
• Collaborate with IT and Infrastructure teams to ensure system scalability, redundancy and security
• Establish standard operating procedures (SOPs) for service deployment, updates and customer onboarding
• Drive process improvement initiatives to increase efficiency, reduce manual tasks and enhance service quality
• Manage vendor and third-party integrations to maintain service continuity and operational compliance
• Support capacity planning, resource allocation and SLA performance tracking
• Ensure strong data governance, reporting accuracy and operational transparency across teams

Stakeholder Management and Collaboration:

• Act as the primary liaison between operations and other internal departments
• Communicate progress, risks and outcomes clearly to leadership and key stakeholders
• Work with finance and procurement to manage budgets, forecasts and vendor contracts
• Collaborate with customer support to identify and resolve operational pain points affecting users

User Experience and Continuous Improvement:

• Use analytics and customer feedback to identify performance bottlenecks and improvement opportunities
• Oversee A/B testing, feature rollout plans, and continuous optimization of user journeys
• Prioritize enhancements that improve platform reliability, accessibility and operational efficiency

If you thrive in a fast-paced technology environment and enjoy turning strategic vision into impactful digital products, this is an opportunity to make a meaningful contribution within a forward-thinking organization.

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Please consider your application as unsuccessful if you have not received a response within 14 days of submitting your application.