Product Operations Specialist

About the Role

Product Knowledge & Triage

• Build deep working knowledge of all Kamel Pay products
• Serve as the first point of contact for product questions from Sales, VAS, Operations, Customer Support, and Marketing teams.
• Answer Tier-1 product queries directly without escalating routine items.
• Escalate complex issues to the right product, engineering, or operations owner with proper context, reproducible details, and impact assessment.

Feedback Aggregation & Reporting

• Embed across UAE teams — attend Sales pipeline reviews, VAS field operations briefings, Operations standups, Customer Support escalation meetings, and partner sync calls.
• Capture, log, and structure product feedback, feature requests, recurring complaints, and operational pain points from front-line teams.
• Maintain a running issue and feedback log that is reviewed weekly.
• Deliver a weekly written summary to the CTPO covering: top recurring themes, urgent escalations, partner feedback, and emerging customer needs.
• Identify patterns across products and surface them as candidate roadmap items for the BA and engineering teams

Cross-Functional Coordination

• Act as the counterpart to the Business Analyst team, helping translate customer and partner reality into structured requirements.
• Coordinate first responses on partner-facing technical queries and route them to the right internal owner.
• Support partner meetings as needed by attending, taking structured notes, and ensuring follow-ups are tracked and closed.
• Visit labour camps, employer sites, and partner offices alongside Sales and VAS teams to observe how KamelPay is being used in the field.

Internal Training & Product Enablement

• Run product training sessions for KamelPay staff whenever a new product, feature, or major update is released — covering Sales, VAS, Operations, Customer Support, Compliance, and Marketing teams across regions.
• Build and maintain internal product enablement materials: training decks, quick-reference guides, FAQs, and short walkthrough videos or demos.
• Onboard new joiners across departments to the KamelPay product suite, ensuring everyone reaches a baseline level of product fluency in their first 30 days.
• Coordinate with the BA team and engineering in Karachi to ensure training materials reflect the current product reality, and update them whenever changes ship.
• Track which teams have been trained on which products and identify enablement gaps before they become operational issues.

Required

• 3 to 5 years of relevant experience in fintech, banking, payments, B2B SaaS customer success, or operations.
• Strong written communicator — you can summarise a 60-minute meeting into a 10-line note that captures the signal.
• Comfortable being the most junior person in a room of department heads, while still asking the questions that matter.
• High product literacy — you can read API documentation, follow a transaction flow, and explain technical concepts to non-technical colleagues.
• Strong sense of judgement on what matters — you can tell signal from noise and prioritise what actually needs to reach the CTPO.

Strongly Preferred

• Working knowledge of the UAE financial services ecosystem (banks, processors, regulators, exchange houses, employer types).
• Bilingual: English (required, working level) and Arabic (preferred, conversational or better).
• Prior experience in a regulated environment (fintech, banking, payments, insurance).
• Familiarity with payroll, expense management, lending, or remittance products.
• Please read this carefully before applying:

What This Role Is Not

• To be clear about scope, this role is intentionally focused.
• You will not be:
• A salesperson — you will not own pipeline or close deals (that sits with the Sales team under the HOD Sales).
• A Product Manager — you will not own roadmap or write product specifications (that sits with the BA team and the CTPO).
• A Customer Success Manager at the partner-relationship level — you will not own commercial relationships with banks or processors (that sits with senior leadership).
• An end-user customer support agent — you will not handle worker or cardholder complaints directly
• You are the layer that makes all of those teams more effective by closing the feedback loop between the field and the product organisation.