Product Support Manager - M-Pesa Operations

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

Role Purpose
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.

Key Responsibilities
A. Customer Experience & Operational Excellence
- 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.

B. Product Support & Readiness
- 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.

C. Automation & Process Optimization
- 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.

D. Stakeholder & Third-Party Management
- 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.
E. Performance Monitoring & Reporting
- 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.

Qualifications & Experience
Minimum Qualifications
- Bachelor’s degree in business, IT, Engineering, or related field.
- Professional certifications in project management, product management, or service 
  operations are an added advantage.

Experience
- 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.

Key Performance Indicators (KPIs)
- Reduction in customer pain points and friction incidents.
- Percentage of automated processes vs manual processes.
- Successful delivery of new products meeting CX Gate criteria.
- Improvement in transaction success rates and service availability.
- Timeliness and quality of issue resolution and root-cause analysis.
- Stakeholder satisfaction (internal and external).

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.