The MultiChoice is Looking for Senior Manager Self Service 2025
1.Designation: PlatformCategory:Group TechnologyLevel:
Position Type:PermanentLocation:Explora SquareJob
Description:
The Organisation
The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.
By joining The MultiChoice passionate and creative team, you can help us achieve our objectives of expanding our pay-TV and SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content and providing an exceptional customer experience.
Join Africa’s most loved storyteller
The MultiChoice Purpose of the Position
To lead the strategy and day-to-day execution of self-service across platforms (Chat, WhatsApp, App and Web portals) for account management. This role will focus on creating an intuitive, self-service experience that empowers customers to independently manage their subscriptions and increase digital adoption. Using AI-driven solutions, chatbots, and other digital tools, this role ensures a seamless, efficient experience that enhances customer satisfaction and drives operational efficiency.
The MultiChoice Key Performance Objectives
• Strategic Operations
• Own the product strategy for self-service subscription account management across WhatsApp and the App, ensuring these channels are seamless, efficient, and meet customer needs.
• Define and drive the product roadmap, prioritising initiatives that align with both customer demand and business goals (e.g., subscription management, account upgrades/downgrades, payment integration).
• Prioritise features and enhancements based on customer feedback, business goals, and technical feasibility, ensuring chatbot interactions provide a seamless, engaging customer experience.
The MultiChoice Product Leadership
• Lead the product strategy for technology-driven solutions in service, ensuring that solutions are aligned with overall business goals.
• Provide strategic direction to the Product Owners and Managers, ensuring that they are driving value for customers while maintaining alignment with technical teams.
• Foster innovation within the product team, continuously refining the product roadmap and adapting to customer needs and feedback.
The MultiChoice Technology Integration
• Ensure platforms are scalable, secure, and designed to accommodate future growth, with an emphasis on automation and AI to drive efficiency in account management.
• Ensure that all digital adoption initiatives are translated into clear technical specifications, in partnership with relevant teams (design, engineering and operations).
• Lead the integration of chatbot technologies within the self-service platform, ensuring alignment with backend systems (e.g., CRM, billing systems) for accurate and efficient subscription management.
The MultiChoice Stakeholder Management
• Work closely with senior business leaders to ensure alignment on the vision for digital adoption, translating business objectives into actionable technical requirements.
• Coordinate with business and technology stakeholders to avoid duplication of efforts and to ensure that solutions are optimised for the customer experience.
The MultiChoice People Management
• Provide guidance and support to product focused team members, ensuring they have the tools, resources, and development opportunities to thrive.
• Develop team capabilities by setting clear goals, fostering a collaborative environment, and driving high-performance standards across products.
• Ensure that product leaders (Product Owners and Managers) are aligned with both business and technical goals, empowering them to deliver value to customers.
• Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Capital.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
• Review and update the department’s organisation structure and role descriptions on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
• When required, initiate disciplinary processes for team members calling on support from Human Capital when required.
• Resolve grievances raised by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance Improvement program and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognized
Operational Excellence and Continuous Improvement
• Drive continuous improvement in platform performance, focusing on scalability, availability, and customer experience.
• Work with support and technical teams to resolve any issues related to platform outages, bugs, or customer complaints, ensuring minimal disruption to the customer experience.
• Oversee the implementation of automation tools, chatbot enhancements, and AI-driven solutions to reduce customer service load and enhance self-service capabilities.
The MultiChoice Operational Delivery
• Focus on driving customer satisfaction, platform adoption, and cost savings through self-service automation and feature optimisations.
• Leverage AI, machine learning, and automation to continuously improve the customer experience on self-service platforms.
• Work closely with operations, engineering, and business teams to ensure WhatsApp and App platforms are optimised for self-service functionality and customer experience.
The MultiChoice Qualifications
• Degree in Technology, business or similar qualification
• Postgrad Qualification or Equivalent NQF Level 8 Qualification advantageous
The MultiChoice Experience
• 8 – 10 years of experience in technical product management, specifically with self-service platforms (e.g., WhatsApp, chatbots, apps and web portals), with a focus on subscription management
• Proven experience in integrating chatbots with CRM systems, billing platforms, and other backend technologies to enable seamless subscription management.
Technical Competencies
• Proficient in applying mobile-first design principles, chatbot technologies, and self-service automation to enhance digital platforms
• Ability to leverage customer data to inform product decisions and improvements through data analytics.
• Experience with backend integrations, CRM, billing systems, and payment gateways.
• Knowledge of data analytics tools, as well as A/B testing and product optimisation.
• Experience with platform integrations (e.g., CRM, billing systems) and a strong understanding of API management.
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1.Designation: PlatformCategory:Group TechnologyLevel: Position Type:PermanentLocation:Explora SquareJob View More Opportunities Description: The Organisation The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax…