Product Manager | Service Interactions

About GoTymeX GoTymeX is the product, technology and data analytics hub of GoTyme Group. At GoTymeX, we're reimagining digital banking across emerging markets, across South Africa and Asia. Our mission is to unlock human potential, and we aim to do so through the development of transformative financial services that empower individuals and small businesses. We believe in the power of digital in building products that our employees and customers love. About the Service Interactions product team The Service Interactions team owns every channel through which customers connect with their bank, and the intelligence layer that makes those connections smarter over time. We sit within GoTymeX's Customer Service Experience portfolio, operating as a Group function across GoTyme Bank in both the Philippines and South Africa. We make conscious decisions to keep service access simple and intuitive and help them move up the digital adoption curve where needed. Part service designers, channel strategists and AI pragmatists; we're a cross-functional team of product, engineering, analysis, and design people spread across the globe, united by a shared belief that the best service interaction is the one that leaves a customer feeling genuinely looked after. Why work with GoTymeX • Innovation-driven environment: Reinvention of processes, incorporating the structure and safety of explainable business processes, incorporating AI. • International and collaborative culture: Be part of a dynamic team that values collaboration, continuous learning, and personal growth. • Competitive benefits: Enjoy a comprehensive benefits package, opportunities for professional development. • Learning and development: Access to technical seminars, conferences, career talks, and overseas training to accelerate your career advancement and ensure continuous growth. • Impactful work: Contribute to projects that directly influence financial empowerment and access in emerging markets. About the Role We're looking for a senior Product Manager who will bring real depth in service interaction design. You’ve wrestled with the nuance of a conversational flow, understood when a self-service needs a graceful exit from a helpful human, and who genuinely cares about the difference between an interaction that just closes and one that leaves a customer feeling looked after. This is a Group role, spanning GoTyme Bank in both the Philippines and South Africa, with ownership of the product roadmap and outcomes across both markets. The right person has navigated both the fast-moving world of AI-first service technologies and the operational reality of cloud contact centre environments. They understand that platform knowledge is not product strategy, and that a truly great service interaction often happens without the customer noticing the technology behind it at all. This role works closely with adjacent product teams in the CSE portfolio — including those responsible for case management, service fulfilment workflows, and operations tooling — to ensure that the space between a service interaction and its resolution is as seamless as the conversation itself. What you’ll be doing Working closely with business colleagues, design and product engineering teams to shape and manage a vision of intuitive self-service and AI-assisted digital servicing interactions across several servicing channels, while ensuring that every touchpoint still requires a human feel like it was worth the conversation. This role owns the full spectrum of the crafting experience, how that gets built and how it performs. • Craft customer self-Service journeys through our In-app and Kiosk Help Centre, growing the resolution before any agent is involved. • Enable digital messaging across In-app chat and WhatsApp (via platforms such as Twilio) and any other channels customers feel at home, including AI-assisted service conversation management. • Orchestrate inbound customer email management, auto-response frameworks, routing, and resolution workflows. • Optimise inbound and outbound call route and IVR design (contact centre platforms such as Genesys Cloud CX or AWS Connect). Product ownership & delivery • Own and prioritize the group's Service Interactions backlog across both markets, with clear rationale balancing Group objectives and in-country urgency • Lead sprint ceremonies (refinement, planning, reviews, retrospectives) with the engineering, BA, and design team. • Define and iterate on the product roadmap in collaboration with the Director of Product, aligned to Group strategic objectives and in-country OKR targets • Hold the Definition of Done across all product delivery outputs and own release readiness. • Track and report on product-level OKRs: CSAT, digital channel adoption, self-service resolution, cost to serve per active customer, and NPS. Service interactions strategy • Own the Group-level strategy and platform performance for how customers interact with GoTymeX banks balancing digital-first ambition with the realities of customer adoption curves in each market. • Use operational and semantic data signals like Voice of Customer (VOC) to surfacing service drivers to inform product decisions, operational management, and Group-level service insights. • Evaluate emerging interaction technologies and AI platforms, bringing external thinking and competitive benchmarks into product direction and roadmap. Operational support and advisory • Serve as a Group Lead and Thought Leader to customer service operations leadership in-country on best-in class service interactions, contact center management and service operations - not just delivering features, but leading Service Interactions across the Group as a single business operations team. • Provide observability tooling, dashboards, and data insights that help operations managers make better decisions about their teams, channels, and service levels. • Identify and drivee changes to operating models, agent wo…