Product Manager - Watu Simu
Kampala - Central Uganda, Central Uganda, Uganda
Full Time
Manager/Supervisor
WE ARE HIRING!!!!
Watu is an Asset FinTech revolutionising access to mass-market mobility and connectivity across Africa by bridging the gap between people and accessibility to flexible financing.
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.
If you are passionate about creating impactful solutions, leveraging data to make informed decisions, and leading high-performing teams in a fast-paced environment, we invite you to be part of our journey and contribute to the continued success of Watu Credit Uganda Ltd.
POSITION SUMMARY
JOB TITTLE; PRODUCT MANAGER – Watu Simu
DEPARTMENT; PRODUCT OPERATIONS
REPORTS TO; GROUP HEAD OF TECHNICAL PRODUCT /COUNTRY MANAGER
DUTY STATION; WATU SIMU HQ (Ad Hoc travel to Field)
Role Summary;
The Product Manager leads the development and execution of Watu SIMU’s product strategy, customer experience, and aftersales operations. The role focuses on optimizing customer and device on boarding, enhancing user and payment experiences, strengthening asset protection and fraud prevention, driving process automation, and improving post-sale support through data-driven decision-making, cross-functional collaboration, and effective team leadership.
You will constantly look at ways to make our products and customer experience better by coordinating with internal teams and external partners including OEMs, MNOs, Wallet Providers, Credit Reference Bureaus, repair partners, device seller partners, and their agents to ensure seamless product delivery.
Roles and Responsibilities;
- Product Strategy & Ownership
- 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.
- Product Growth & Marketing
- 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
- Aftersales Operations
- 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.
Must - Haves:
- Minimum of over 5+ years’ experience in product management, operations, or customer lifecycle management within fintech/BNPL,
- Hands-on experience localising product experiences across markets,
- Ability to translate operational friction into product and automation opportunities,
- Proficiency in SQL, Google Cloud/Workspace (Apps Script), and workflow design,
- Strong stakeholder communication — across tech, support, marketing, and external partners,
- High bias for execution, field visibility, and data-backed decisions,
- Familiarity with API integrations in the finance and telco ecosystem.
- Experience with Customer & Operations Analytics and ML modelling for credit risk or fraud detection
- Familiarity with API integrations
- Knowledge of asset recovery workflows and device-level security
Interested and suitably qualified candidates should submit their updated CVs via this link below.
https://watu.applytojob.com/apply/iqrK2FSGIm/Product-Manager-Watu-Simu
Deadline: Monday, 15th June 2026.
Please note that only shortlisted candidates will be contacted. Any attempt to influence the recruitment process will lead to automatic disqualification. Watu Credit Uganda is an equal opportunity employer, and female candidates are strongly encouraged to apply.
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