Product Manager - Watu Simu

What we are looking for:

Must - Haves:

• Minimum of over 5+ years’ experience in product management, operations, or customer lifecycle management within fintech/BNPL,
  
• Hands-on experience localising product experiences across markets,
  
• Ability to translate operational friction into product and automation opportunities,
  
• Proficiency in SQL, Google Cloud/Workspace (Apps Script), and workflow design,
  
• Strong stakeholder communication — across tech, support, marketing, and external partners,
  
• High bias for execution, field visibility, and data-backed decisions,
  
• Familiarity with API integrations in the finance and telco ecosystem.
  

• Define, defend & iterate the product roadmap for all digital channels and Aftersales workflows, balancing compliance requirements, automation, and customer satisfaction.
  
• Prioritise localised product requirements and collaborate with Group product and in country XFN stakeholders to shape sprint goals.
  
• Lead localisation initiatives including regional UX adaptations, language translations, and contextual UX flows.
  

Product Growth & Marketing

• Drive product/feature GTM execution in collaboration with XFN stakeholders.
  
• Define and maintain locally relevant buyer personas for both on boarding and aftersales use cases.
  
• Collaborate on the development of training material, FAQ content, walkthroughs, and targeted product announcements.
  

• Establish, maintain and enforce policies for device enrolment, firmware updates, unlocking, and deactivation across all stakeholder channels.
  
• Design, test and launch automation initiatives for the on-boarding process.
  
• Liaise with OEMs and MDM providers to address platform bugs, integration issues, and feature customisation.
  

• Lead penetration testing and counter fraud experiments (eg MDM bypass, payment diversion, device tampering etc.) and liaise with OEMs and MDM providers to address platform/OS security loopholes
  
• Collaborate with Data & Risk to design & execute detection workflows
  

Aftersales Operations

• Oversee Tier 1–3 customer support processes for device unlocks, returns, replacements, and SLA compliance.
  
• Manage escalation channels and the performance of After Sales Support Officers and other teams that deliver SIMU Customer Support.
  
• Drive standardisation and process excellence across branches and third party collection points via audit loops, error dashboards, and compliance incentives.
  

• Serve as the primary product interface for Uganda facing stakeholders including MNOs, CRBs, policy regulators, technical integration teams, and retail partners.
  
• Champion co-marketing and joint support initiatives with third-party players
  
• Liaise with Group Partnerships Manager on long-term interoperability and feature alignment with key ecosystem players.