Systems & Product Manager (Online Travel)

Discover Africa Group is a Cape Town based Online Travel Agency. We own and operate two well established travel brands: (since 2002) and (since 2012). We help thousands of people discover and experience Africa every year.

Our service-oriented travel-tech business is growing. We require a customer-centric Systems & Product Manager to implement efficient, user-friendly systems that support the strategic and growth objectives of our business.

Apart from taking strategic responsibility of our “service stack”, we’re looking for a level-headed individual who can also foster a culture of collaboration, constant improvement and team-work across all divisions by rolling up their sleeves and getting involved at ground level.

This senior position has a seat on the company’s management team. The position reports to the two founding directors, however is accountable to all members of the management team.

Key personality traits which we believe would make for a successful candidate and a good cultural fit in our management team and company:

- Customer-centric
- Problem solver
- Communicator
- Detail oriented
- Broad thinking
- Down-to-earth
- Technologist
- Analytical
- Optimiser
- Empathic
- Strategic
- HATFEE
- Believe in the virtues of travel, especially in Africa

Experience:

- 3+ years as Project Manager, Product Manager or Dev Team Manager
- 2+ years as a Business Analyst or Systems Analyst
- 2+ years working on an established E-commerce brand or a substantial web application
- 1+ years web or software development experience
- Experience designing, integrating and implementing company-wide systems (but preferably not the monolithic type...)
- Experience writing User Stories and Use Cases
- Experience (and a knack for) identifying process inefficiencies and fixing them
- Ability to quickly interpret the capabilities and merits of software, web apps and APIs
- Involved in at least one project creating a system with a microservices architecture
- Experience onboarding users to new systems with minimal friction
- Experience implementing traditional or SAAS software in some of these categories:
- Customer Service / Support
- Voice
- Sales
- CRM
- BI
- Exposure to marketing platforms in these categories:
- Website / Content Management
- Marketing Automation
- SEO, UX and CRO
- Email Marketing
- Paid Marketing
- Remarketing
- A/B Testing
- A bonus if you have experience with travel systems:
- Product and rates management
- Reservations management
- Enquiry distribution
- Itinerary creation
- Travel planning
Relevant degree or qualification

Key Responsibilities:

- Back office systems in our “service stack” including, but not limited to:
- Customer Service (Email, Team Inbox, etc)
- Voice (PABX, Contact Centre)
- Data & Connectivity
- IT Infrastructure and services
- Sales / CRM systems
- Reservations systems
- Payment gateways
- Travel Ops systems
- Compliance and Security (POPI, GDPR, PCI, etc)
Evaluate existing systems and propose small or large changes that support company, team and individual objectives
- Collaborate closely with managers and end-users to determine their system needs
- Ensure the “service stack and “marketing stack” are effectively integrated
- Identify opportunities to develop API integrations between systems
- Product Manager role for internal development projects
- Work closely with our lead developer, developers and product owners (mostly your fellow managers) to gather user requirements and create project scopes and plans
- Allocate and manage internal dev resources to projects
- Implementation of new systems
- Onboarding and training of users

Position Available:
Immediate

Location:
Durbanville, Northern Suburbs, Cape Town

Package:
Industry competitive, based on breadth and depth of experience