Product Manager – Customer Service Platform

About the role

Takealot Group, South Africa’s leading online retailer, is seeking a Product Manager to own the vision and roadmap of its Customer Service (CS) Platform. You will work to reduce contact resolution time by equipping service agents with the tools they need to act quickly and accurately.

Key responsibilities

• Define and maintain a product roadmap focused on improving CS agent efficiency.
• Collaborate with customer service, engineering, design, operations, and executive teams to deliver feature enhancements.
• Gather business requirements through workshops and translate them into detailed functional specifications.
• Create business cases, set priorities, and track metrics that guide product decisions.
• Participate in backlog grooming, sprint planning, and QA activities to ensure clear understanding of requirements.
• Lead cross‑functional teams from design through release, including user acceptance testing.

Required profile

• Proven track record of delivering product roadmaps and executing on them.
• Ability to guide junior product managers, business analysts, UX experts, and engineers.
• Strong analytical mindset with experience creating business cases and measuring product impact.
• Excellent communication skills for stakeholder workshops and cross‑functional alignment.

Required skills

What we offer

• Opportunity to work with industry leaders in a fast‑growing e‑commerce environment.
• Career progression within Takealot Group’s portfolio of brands.
• Access to continuous learning and upskilling programs.