Product Manager - Customer Service Platform at Takealot Group

About Takealot Group

Takealot Group is South Africa's premier online retail platform, renowned for fostering a vibrant and rapidly expanding work environment. We seek driven, innovative, and ethical individuals excited to solve challenges in a dynamic tech landscape.

Role Overview

As a Product Manager reporting to the Product Lead for Customer Service, your primary focus will be developing and executing the vision and roadmap of our Customer Service (CS) Platform. Your key objective is to reduce contact resolution time by equipping customer service agents with effective tools and features for fast and precise handling of customer queries. Collaboration with cross-functional teams including customer service, engineering, UX design, operations, and leadership is essential to drive impactful product advancements.

Key Responsibilities

• Define and maintain the CS Platform feature roadmap aligned with business goals and customer needs.
• Work closely with business stakeholders to understand strategic priorities and translate them into actionable product initiatives.
• Develop and monitor data-driven metrics to guide product decisions and validate functionality.
• Prepare comprehensive business cases to support feature prioritization.
• Lead requirements gathering workshops to define detailed business and functional specifications for technical teams.
• Collaborate with technical leads and subject matter experts to balance usability and performance considerations.
• Enhance product management practices to enable responsiveness and successful execution in a fast-paced environment.
• Facilitate clear requirement understanding in development and QA teams through backlog grooming, sprint planning, and clarification sessions.
• Set project timelines, manage schedules, and direct cross-functional teams through design, development, testing, and release phases.
• Review test plans and scripts to ensure thorough quality assurance coverage and participate in user acceptance testing.

Required Skills and Attributes

• Proven experience in creating and executing detailed product roadmaps with successful outcomes.
• Aptitude for guiding junior product managers, business analysts, designers, and engineers to deliver superior products.
• Strong problem-solver with accountability and initiative, capable of navigating ambiguous environments.
• Data-driven decision-making and excellent organizational and communication skills.
• Exceptional attention to detail and a dedication to advocating for customer needs.

Qualifications and Experience

• Bachelor's Degree or Advanced Diploma in a relevant field plus at least 5 years in product management, including 2 years in a product development environment.
• Alternatively, a minimum of 8 years product management experience with 2 years in product development if formal qualifications are absent.
• Experience in e-commerce or API-driven platforms is advantageous.
• Familiarity with online restaurant and grocery shopping customer experience is a plus.
• Proficiency in JIRA and Confluence tools.

Life at Takealot Group

• Flexible, market-aligned total remuneration allowing you to tailor your benefits.
• Open, collaborative, and non-restrictive work culture.
• Hybrid working model combining remote and in-office environments.
• Mentorship opportunities to develop with industry leaders.
• Access to extensive online learning platforms like MyAcademy, Udacity, and Coursera.
• Regular social activities and team-building events.
• Employee discounts across millions of products in 28 categories.
• Additional benefits including birthday leave, modern tech equipment, confidential counseling, and free parking.
• Our technology stack includes ReactJS, Python, Scala, Kotlin, Swift, Google Cloud, Kafka, Redis, Kubernetes, and machine learning technologies.

Equal Opportunity

Takealot is committed to diversity and inclusion, prioritizing applicants from previously disadvantaged groups and individuals with disabilities.