Associate Product Manager – Care

وصف الوظيفة

About Us

Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others.

About Your Role:

It is a comprehensive and hands-on experience designed to accelerate your growth within the dynamic realm of Product. You will work with an executive mentor to help tackle company-wide initiatives with key stakeholders and gain professional development while handling live business challenges, making a mark from day one. 

Key Responsibilities:

• Create high quality requirements and user stories that accurately capture the user’s pain point
• Collaborate closely with cross-functional teams, including engineering, design, and marketing to deliver high quality products on time
• Work with squad members to gather feedback and incorporate it into the product development process.
• Support product policies and procedures, ensuring compliance with regulatory requirements
• Support the team in defining and prioritizing Partner Self-Serve initiatives across the Partner Portal, Partner/Business mobile app, and merchant help centers.
• Coordinate with Engineering, Design, Partner Care, and other stakeholders to manage the backlog, document requirements and acceptance criteria, and follow initiatives from discovery through launch.
• Analyze partner contacts, journey data, and operational insights to identify friction and help turn support-heavy processes into simple in-app self-serve workflows.
• Help build tooling and surveys that systematically collect partner insights and feedback, using the findings to improve processes and measure the support experience provided across Care.
• Ensure partners receive clear, contextual information about statuses, timelines, next steps, and actions required from them; particularly for disputes, compliance, onboarding, settlements, payouts, and account management.
• Support the automation, testing, launch, and continuous improvement of partner journeys, including clear exception handling and handoffs to Partner Care; track outcomes such as self-serve resolution, deflection, partner effort, and satisfaction.

Your Expertise:

• Bachelor’s degree in Engineering, Computer Science, Business, Marketing or a related field.
• At a minimum, internship or co-op training experience in a relevant field with a maximum of 2 years of experience
• Fluent in reading, writing, and conversing in both Arabic and English.
• Demonstrated project management skills and ability to take ownership of deliverables to achieve desired outcomes.

Skills

• Strong analytical and problem-solving abilities, with a focus on data-driven decision-making.
• Excellent organizational skills with the ability to prioritize, multi-task, and work independently.
• Effective influencing and persuasion skills, using logical and data-driven business cases.

Attributes

• Self-starter with a bias for action, thriving in fast-paced and ambiguous environments.
• Resilient and adaptable, with a can-do attitude toward challenges and opportunities.
• Goal-oriented, with a drive to set high personal standards and work collaboratively where needed.