Assistant Manager, Product Manager (9 months maternity coverage)

Enhancing the overall commercial strategy and customer experience for your product line, with the ultimate goal of increasing revenue or improving customer experience. This person will be deeply involved in identifying gaps, and being part of projects and leading initiatives to bring about improvements to our service offerings.

Job Responsibilities

Customer Experience Gap Analysis:

• Developing and maintaining comprehensive customer journey maps for all service lines under our care by persona.

• Conducting in-depth analysis of current service processes to identify root cause of pain points and areas for improvement at various touchpoints.

• Analyze external feedback from customers through CS engagement statistics or surveys to identify trends and common issues.

• Internal feedback from departments such as Operations

• Analyze feedback gathered from BD collated from sales and competitor analysis

• Rationalise feature requests from customers to determine if new feature developments will be done.

Product Design & Improvement:

• Designing and developing new features or feature enhancements for current services that directly address customer needs and enhance their journey.

• Scope and develop project charter to document the feature’s business case, objective, scope, process and success criteria with consultation from relevant stakeholders like Operations, Customer Service, Finance, Tech and sales.

• Prioritise feature development if there are constraints on resources, managing the overall timeline of features enhancements. Working hand-in-hand with respective Tech counterparts/ vendors to roll out features.

• Oversee results of testing to ensure that solution fulfils the requirements

• Provide relevant training/guides/information to other departments (e.g. Operations, Sales, IT) to ensure seamless roll out of new features.

Go-to-Market Initiatives:

• Develop relevant information/guide to provide internal stakeholders (e.g Sales and CS) on new product developments.

• Provide brand & comms information to communicate service enhancements and changes to external stakeholders.

• Working with Business Development, Marketing and Sales teams to develop marketing and campaign initiatives to drive service uptake.

• Other product management activities:

• Maintain oversight on the operational processes of products, facilitating the sales of the services/products

• Work with Pricing team on pricing updates and campaign launches

• Management of sale channels and revenue management

Requirements:

• Diploma / Degree in Business, Operations, Logistics, or related field

• Minimum of 2 years’ experience

• Customer Empathy: A strong user-centric mindset with the ability to advocate for the customer while balancing business objectives.

• Cross-Functional Collaboration: Proven ability to work seamlessly across diverse teams, including Tech, Operations, Customer Service, Sales, Finance, and Marketing.

• Technical Translation: Skill in bridging the gap between business and technology—translating customer needs into clear technical requirements for engineers and vendors.

• Project & Time Management: Ability to manage multiple feature timelines simultaneously, coordinate dependencies, and keep stakeholders aligned on delivery schedules.

• Analytical Problem-Solving: A systematic approach to diagnosing process bottlenecks and identifying the root causes of customer pain points.

• Effective Communication: Excellent written and verbal communication skills for presenting business cases, training internal teams, and developing marketing collateral.

• Stakeholder & Vendor Management: Confidence in influencing internal stakeholders without direct authority and managing external vendors to ensure timely feature delivery.