Manager, Operations
Globe Telecom · Ncr
Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!
Conduct In-Depth Agent Research: Routinely interview and observe human agents, and analyze operational data (e.g., handle time, transfers, quality scores) to identify key pain points and unmet needs in their tools and workflows.
Define and Maintain the Agent Tooling Roadmap: Create a clear, prioritized product roadmap for agent-facing platforms (e.g., CRM, knowledge base, internal comms) that aligns with customer experience and operational efficiency goals.
Prioritize the Product Backlog and Write Requirements: Translate agent needs and business objectives into detailed user stories, acceptance criteria, and technical requirements for the engineering and design teams.
Collaborate with Cross-Functional Teams: Serve as the central hub of communication between Engineering, UX Design, Operations, and Leadership to ensure alignment, resolve dependencies, and guide product development from concept to launch.
Measure and Analyze Product Performance: Define Key Performance Indicators (KPIs) related to agent productivity and experience (e.g., time to resolution, feature adoption) and use analytics to iterate on and optimize released features.
Manage Feature Rollout and Change Management: Plan and execute the successful launch of new agent tools, including coordination of training, documentation, and communication to drive adoption and ensure a smooth transition for the human agents
What We Offer
Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package