Product Manager II (agent Enablement)

Product Manager II (Agent Enablement)

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in KSA, UAE and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, Amazon, IKEA, eXtra and Farfetch as well as small and medium businesses.

Tamara is Saudi's first fintech unicorn and is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others, operating out of its headquarters in Riyadh, Saudi Arabia with other regional and global support offices.

Tamara's ambition is to become the region's favorite way to pay for what we call life's little essentials – a new way of purchasing designed for and around our customers' interests. We believe that great design has the ability to engage and inspire.

Role Overview:

We're looking for a Product Manager II to join our Customer Care Platforms team, with a focus on Agent Enablement. This role is critical to enhancing the tools and workflows that help our Customer and Partner Care agents resolve issues faster, more accurately, and with better customer satisfaction.

You'll gather requirements from internal stakeholders across Customer and Partner Care, as well as Operations, and ensure alignment on execution with cross-functional teams including Finance, Risk, Fraud Prevention, and Compliance. You'll define product solutions that enhance agent efficiency and lead integrations with key third-party tools such as CRMs and customer support automation platforms.

This is a highly cross-functional role. You'll partner closely with engineering, design, analytics, and multiple business teams to deliver high-impact tools and capabilities.

Key Responsibilities:

• Partner with stakeholders in Customer Care, Operations, and Risk to identify pain points in current agent workflows
• Translate business problems into clear, actionable product requirements and prioritization frameworks
• Lead cross-functional squads through planning, execution, and delivery
• Own the product roadmap for agent tools, ensuring alignment with broader Customer Care vertical goals
• Drive integration with third-party platforms (e.g., CRM, case management, chatbots, telephony systems)
• Continuously assess operational metrics (e.g., resolution time, CSAT, agent experience score) to identify areas for improvement
• Develop and maintain detailed documentation, user guides, and support materials for internal tools

What We're Looking For:

• 4–6 years of product management experience
• Proven track record of building internal tools or B2B2C platforms
• Previous experience working on CX or customer support platforms (e.g., ticketing, agent dashboards, CRM integrations)
• Familiarity with customer care operations and agent workflows is a must
• Excellent stakeholder management and communication skills
• Able to translate ambiguous business needs into structured product plans
• Solid understanding of backend systems, APIs, and third-party integrations
• Data-driven: comfortable using metrics to validate decisions and measure success
• Experience in agile environments; able to write user stories, run sprint ceremonies, and manage scope effectively

All qualified individuals are encouraged to apply.