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Product Support Manager - M-Pesa Operations

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Vodafone

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Location:
Tanzania, United Republic of , Dar Es Salaam

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

The Product Support Manager is a key and strategic resource responsible for ensuring seamless customer experience across all M-Pesa products and services. The role bridges product development, customer operations, technology teams, and third-party partners to ensure operational readiness, service reliability, continuous improvement, and rapid resolution of customer frictions. The incumbent plays a pivotal role in automation, process optimization, incident management, and ensuring new products meet CX Gate requirements before market rollout.

Job Responsibility:

  • Proactively monitor and identify customer pain points across all M-Pesa journeys
  • Work closely with Customer Operations to address escalations, resolve friction points, and enhance service reliability
  • Ensure timely root-cause analysis and systemic fixes for recurring issues
  • Lead continuous improvement initiatives to strengthen customer satisfaction and reduce operational gaps
  • Coordinate operational readiness for all M-Pesa product launches and enhancements
  • Ensure new products/changes are thoroughly tested (UAT, SIT) and fully compliant with CX Gate standards
  • Maintain end-to-end visibility of product journeys and performance across channels
  • Identify manual or inefficient operational processes and drive automation solutions
  • Collaborate with Technology and Digital teams to implement tools that enhance speed, accuracy, and customer experience
  • Track and report automation benefits, including cost savings and process improvements
  • Work closely with product owners to ensure operational insights and customer needs shape product development
  • Engage with third-party partners to address service-level challenges and ensure compliance
  • Facilitate cross-functional alignment across Technology, Finance, Compliance, and Customer Operations
  • Analyze KPIs on service performance, transaction success rates, turnaround times, and incident resolution
  • Provide insights and recommendations to leadership for continuous improvement
  • Maintain dashboards and operational reports to highlight risks, trends, and improvement opportunities

Requirements:

  • Bachelor’s degree in business, IT, Engineering, or related field
  • Professional certifications in project management, product management, or service operations are an added advantage
  • At least 5 years’ experience in mobile money, telecom, fintech, digital financial services, or product operations roles
  • Experience in customer experience improvement, process optimization, or operations management
  • Experience coordinating cross-functional teams and managing external partners

Additional Information:

Job Posted:
March 25, 2026

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