Manager, Operations

Job Overview

Manager, Operations at GCash . We aim to improve Filipinos’ lives by providing innovative financial solutions. Join the G Nation today!

Responsibilities

• Conduct in‑depth agent research, interview and observe human agents, and analyze operational data (e.g., handle time, transfers, quality scores) to identify key pain points and unmet needs.
• Define and maintain the agent tooling roadmap, creating a clear, prioritized product roadmap for agent‑facing platforms (CRM, knowledge base, internal communications) aligned with customer experience and operational efficiency goals.
• Prioritize the product backlog and write detailed user stories, acceptance criteria, and technical requirements for engineering and design teams.
• Collaborate with cross‑functional teams—Engineering, UX Design, Operations, and Leadership—to ensure alignment, resolve dependencies, and guide product development from concept to...