Website AES Global
Product Manager: Contact Centre & Operational Automation
Location: Cape Town (hybrid, in office Tuesday to Thursday)
Type: Permanent
Experience: 5+ years
About the role
We’re working with a leading digital financial services business building scalable, customer-centric products at pace. Their contact centre and operational platforms are central to delivering great customer outcomes while keeping efficiency, compliance, and speed high, and they’re looking for a Product Manager to own and drive the roadmap for Contact Centre & Operational Automation.
The role focuses on improving how customers are supported, how agents operate, and how operational work gets automated across the business. You’ll lead product strategy and delivery for agent tooling, CRM and workflow platforms, case management, automation, and self-service, with a strong bias toward measurable impact: reduced effort, faster resolution, and lower cost-to-serve.
You’ll work closely with engineering, contact centre leadership, operations, data, risk, and compliance.
What you’ll do
• Own the product vision and roadmap for contact centre and operational automation
• Define clear product outcomes aligned to goals like customer experience, efficiency, scale, and regulatory compliance
• Identify and prioritize opportunities across agent tooling, workflows, automation, and self-service
• Balance tactical improvements with longer-term platform and capability investments
• Build deep understanding of customer contact drivers, operational workflows, and agent pain points
• Spend time with frontline teams to observe real workflows and constraints
• Use data to find root causes of repeat contact, rework, delays, and escalations
• Lead cross-functional delivery squads from problem definition through launch and optimization
• Produce high-quality product briefs, PRDs, and outcome-focused backlogs
• Partner with engineering to design scalable, secure, maintainable solutions
• Manage dependencies across platforms, vendors, and internal teams
• Act as the primary product partner for contact centre, operations, and support leadership
• Communicate trade-offs, progress, and impact clearly to senior stakeholders
• Define and track success metrics: contact rate and deflection, average handling time, first contact resolution, SLA performance, and automation/straight-through processing rates
What you’ll bring
• 5+ years as a Product Manager in complex, high-volume environments
• A proven track record owning and delivering outcomes in operational or platform product areas
• Experience with contact centre systems, CRM platforms, workflow tools, or automation technologies
• Comfort in regulated or risk-aware environments (fintech experience is a strong advantage)
• A strong problem-solver who turns operational complexity into clear product direction
• Excellent prioritization, focused on business and customer outcomes
• A data-driven decision-maker who understands operational metrics
• A confident communicator who can engage frontline teams and senior leaders
• Able to influence without authority and balance competing priorities
The mindset they’re after
• Customer-obsessed, with empathy for both customers and internal users
• Pragmatic and delivery-focused: you know when progress beats perfection
• AI-enabled: you actively use modern AI tools (such as Claude, Cursor, n8n, and Notion automations) day to day, to research faster, write sharper specs, synthesize operational feedback, and prototype automation ideas. Fluency across the current AI landscape is a baseline expectation, not a differentiator
• Comfortable in fast-moving, evolving environments
• Committed to the craft: you invest in your development as a PM and can articulate the frameworks that guide how you work
To apply for this job email your details to steven@aesglobal.io
