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Full-time
Product Manager – Watu Simu Job at Watu Credit Uganda Ltd
Watu Credit Uganda Ltd
Job Description
Watu Credit Uganda Ltd is looking for an exceptional and experienced Product Manager to join our dynamic team. This is an exciting opportunity for a strategic, innovative, and results-oriented professional to play a key role in shaping our product strategy, enhancing customer experience, and driving business growth.
Duties, Roles and Responsibilities
- 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.
- Own digital platform experience across our Android & USSD Apps, WhatsApp & In-App Bots, and IVR channels, with a focus on self-service adoption & first call resolution.
- Lead the design and execution of experiments and user research to optimise customer experience across our digital channels.
- Design and roll out support tooling and workflows for frontline teams including branch officers, and field & customer care agents.
- 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.
- Drive initiatives that reduce customer support dependency and adoption of digital channels
- 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.
- Monitor MDM system usage, device lock status, and audit trails to ensure compliance with internal SLAs and customer protection standards.
- 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
- 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.
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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