Product Manager – Call Centre and Customer Retention

M-Gas Kenya, founded in 2015, operates in the Energy & Utilities sector, providing innovative solutions from its base in Nairobi. The company focuses on developing and delivering digital products and business capabilities.

The Product Manager at M-Gas Kenya is responsible for driving the development, delivery, and ongoing enhancement of digital products and business capabilities within a specific product area. This involves leading diverse problem-solving teams to identify customer pain points, operational inefficiencies, and opportunities for improvement. The role requires a deep understanding of problem contexts through qualitative and quantitative data, articulating core problem statements, and running experiments to validate hypotheses before full solution development. The Product Manager works closely with Product Management, Engineering, Delivery, Data Science & Analytics, QA, and business leaders to maximize business value, improve user experience, and support the company’s strategic objectives.

1. Understand business processes, customer needs, and operational challenges to identify pain points and opportunities.
2. Deeply analyze problem contexts using data, articulate core problem statements, and conduct experiments to test hypotheses.
3. Translate business requirements into product features, user stories, and functional specifications.
4. Prioritize product enhancements based on business value, customer impact, and operational needs.
5. Drive the adoption and continuous improvement of systems and processes within the defined domain.
6. Ensure customer journeys are streamlined, consistent, and measurable.
7. Maintain comprehensive product documentation and process flows.
8. Support roadmap execution within the assigned product domain, focusing on outcome-driven results like churn reduction.
9. Participate in backlog refinement, sprint planning, reviews, and retrospectives.
10. Collaborate closely with Engineering and Delivery teams throughout implementation.
11. Build strong relationships with business stakeholders and facilitate workshops and requirement sessions.
12. Ensure stakeholder feedback is incorporated into future improvements and communicate priorities, progress, and upcoming releases.
13. Monitor product adoption and business KPIs, analyzing operational data and user feedback.
14. Identify opportunities for continuous improvement and recommend enhancements based on measurable business value.
15. Support User Acceptance Testing (UAT) and business validation, coordinating with QA during testing.
16. Assist with rollout planning and support the creation of training materials and business readiness activities.

1. Bachelor’s degree in Computer Science, Software Engineering, Information Systems, Business Information Technology, Engineering, or Business Administration with strong technology exposure. A Master’s degree is an added advantage.
2. 4–5 years of experience working as a Product Owner, Product Manager, Product Officer, Business Analyst, or Product Analyst.
3. Proven experience managing customer-facing systems and digital products.
4. Experience working with software development teams.
5. Demonstrated experience in writing business requirements and user stories.
6. Experience supporting digital products throughout their lifecycle.
7. Strong knowledge of Agile/Scrum product development methodologies.
8. Proficiency in product backlog management.
9. Understanding of hypothesis-driven development, product discovery techniques, data fluency/analysis, and product storytelling/narrative building.
10. Ability to make data-driven decisions.
11. Possess structured thinking, excellent communication, customer focus, and strong problem definition skills.
12. Competence in product discovery & experimentation, analytical mindset, prioritization, stakeholder management, collaboration, and continuous improvement.