Product Manager

Summary

Join Wave, a leading financial institution in Africa, as a Product Manager to shape the future of customer support. You will play a crucial role in developing and implementing tools that balance human and automated interactions, focusing on improving user satisfaction and efficiency. This involves gathering user feedback, setting goals based on key metrics, and prioritizing work for a small team. The role requires significant experience in technical product management, particularly with AI applications and support technology. Wave offers competitive salaries, generous equity, and comprehensive benefits, including subsidized health insurance, parental leave, flexible vacation, and charitable donation matching. Travel to key markets in Africa will be required.

Requirements

• 5+ years of technical product management or similar experience, ideally with a background in AI applications and/or support technology
• High effectiveness in managing cross-functional teams
• Speak fluent English

Responsibilities

• Think holistically from the end state, but work step-by-step, working with existing team members, support operations, and other stakeholders
• Relentlessly gather feedback (by talking to users, our support team, and looking at the data) to deeply understand the problem space and our users' needs
• Figure out what metrics to rely on, measure them, and use those metrics to set short- and long-term goals
• Own all support products and tooling for both automated and human support interactions
• Prioritize work for a small team to improve user satisfaction, response times, and support costs

Preferred Qualifications

• Speak at least conversational French
• Have professional experience building AI-powered tools
• Have worked with support in a high-growth company
• Are a mobile money user in Sub-Saharan Africa

Benefits

• Subsidized health insurance for you and your dependents and retirement contributions (both vary from country to country)
• 6 months of fully paid parental leave and subsidized fertility assistance
• Flexible vacation, with most folks taking between 21-30 days exclusive of statutory holidays
• $10,000 annual charitable donation matching
• You’re willing to travel to one of our key markets once per year for ~6 days (Wave covers all costs). We also provide a yearly stipend of $1200 to meet with coworkers
• We run performance reviews twice a year and award bonuses or promotions to exceptional performers who have been with the company for more than six months
• Our salaries are competitive and are calculated using a transparent formula. For this role, we are offering a salary of up to $177,800 USD, plus a generous equity package