Summary
Date Posted: Tuesday, December 10, 2019 , Base Salary: Not Disclosed

JOB DETAILS:

User Operations Manager
Company Background:
It is a technology company that designs and develops digital products focused on users in Africa, starting with Rwanda. It is a government services platform. To date, it has 8M+ users in Rwanda and offers over 98 services online. We are using this experience to develop a wide range of products that will transform the tech ecosystem as we know it.
Purpose:
The Customer Success Manager will lead our customer insights and satisfaction team. You will understand deeply who our users are and drive cross-company efforts to adapt and change our products to better suit them. You will create user segments and create a process and checklist to make sure products under development will not only be functional but will also delight various types of users. In this role, you will develop a digital user research team in Rwanda. .

Key Duties and Responsibilities:
• Build and manage a growing team of Customer Success Officers.
• Define and refine user personals and give product and engineering teams key insight about the various user demographics.
• Be the internal user of all the products in development and production, create a release checklist to insure our products are built with quality and consideration for various users.
• Be the internal voice for users, challenge the status quo and share solutions to common user problems. Own self-service metrics and it’s rise.
• Triage and create a database of various user challenges from our Call center, Agent network and any other sources that helps us understand the key gaps that users face at a glance.
• Work with the delivery management teams and engineering teams to prioritize and close on customer concerns.
• Collaborate with, improve and manage our engagement with the Call center.
• Ensure our content is both understandable and complete for user satisfaction.
• Create and continuously update and share a balanced user satisfaction metric across our products and services.
• Engage avid users of our products to create an internal testing group for products and services that are yet to be released.
• Any other tasks that may be assigned.

Job Skills:
• You are innovative and relentlessly user-focused; you delight in understanding users and responding to their needs.
• You care about building great products that matter and make a difference.
• You have an ability to learn new domains and thrive in a fast-paced environment. You have a mindset of continuous improvement.
• You are self-directed with a can do attitude. You take ownership and roll up your sleeves and do what needs doing. You have an ability to prioritize between various needs and delegate efficiently to your team.
• You can identify and reduce complexity; you are a technologist at heart and love to use and compare various products.
• You have a genuine desire to see your team grow and possess strong mentorship & people management skills demonstrated
• You have strong analytical and problem solving skills.
• You also have great written and verbal communication abilities.
• You are familiarity with CRM systems and practices.

Requirements:
• You have 5+ years of experience in a customer experience role preferably in a tech driven company.
• You have a B.S. or MS. in psychology, project management, data science or related field.

Job Education Requirements: B.S. or MS. in psychology

Job Experience Requirements: 5+ years

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