Product Manager – Call Centre and Customer Retention

Job Summary

The Product Manager supports the development, delivery, and continuous improvement of digital products and business capabilities within an assigned product domain. The role leads cross-functional problem-solving teams by bringing together stakeholders to design, implement and monitor efficacy of solutions. The Product Officer works closely with Product Management, Engineering, Delivery, Data Science & Analytics, QA, and business leaders to maximize business value, enhance user experience, and support the company’s strategic objectives.

Job Details

Responsibilities:

1. Product Discovery & Requirements

• Understand business processes, customer needs and operational challenges.
• Identify customer pain points, operational inefficiencies, and opportunities for improvement.
• Deeply understand problem context through qualitative and quantitative data, articulate core problem statements, and run experiments to test hypotheses before building full solutions.
• Translate business requirements into product features, user stories, and functional specifications.
• Prioritize product enhancements based on business value, customer impact, and operational needs.
• Drive adoption and continuous improvement of system and processes within the defined domain.
• Ensure customer journeys are streamlined, consistent, and measurable.
• Maintain product documentation and process flows.
  
  2.Backlog & Delivery Support
• Support roadmap execution within the assigned product domain.
• Maintain an outcome-driven roadmap aligned to business impact (e.g., churn reduction, First Contact Resolution), using continuous discovery and rapid validation to prioritize high-value initiatives.
• Participate in backlog refinement, sprint planning, reviews and retrospectives.
• Work closely with Engineering and Delivery throughout implementation.

3.Stakeholder Management

• Build strong relationships with business stakeholders.
• Facilitate workshops and requirement sessions.
• Ensure stakeholder feedback is incorporated into future improvements.
• Communicate priorities, progress and upcoming releases.

4.Product Performance

• Monitor product adoption and business KPIs.
• Analyze operational data and user feedback.
• Identify opportunities for continuous improvement.
• Recommend enhancements based on measurable business value.

5.Release & Change Management

• Support UAT and business validation.
• Coordinate with QA during testing.
• Assist with rollout planning.
• Support training material and business readiness activities

Requirements

Education:

• Bachelor's degree in Computer Science, Software Engineering, Information Systems, Business Information Technology, Engineering or Business Administration (with strong technology exposure).
• A Master’s degree would be an added advantage.

Work Experience:

• 4–5years working as Product Owner, Product Manager, Product Officer, Business Analyst or Product Analyst.
• Experience managing customer-facing systems and digital products
• Experience working with software development teams.
• Experience writing business requirements and user stories.
• Experience supporting digital products throughout their lifecycle.

Required Knowledge:

• Agile / Scrum product development
• Product backlog management
• Hypothesis-driven development, product discovery techniques, data fluency/analysis, and product storytelling/narrative building.
• Data-driven decision making

Core Competencies:

• Structured thinking
• Excellent communication
• Customer focus
• Problem Definition
• Product Discovery & Experimentation
• Data-Driven Decision Making
• Analytical mindset
• Prioritization
• Stakeholder management
• Collaboration
• Continuous improvement

About Company

M-Gas Limited

https://mgas.ke/

M-Gas Limited is an LPG provider that leverages on its smart meter technology to offer clean cooking solutions to households. It adopts a Pay-As-You-Go model to render last-mile delivery services to all its customers.