Manager Self-Service

Job Description

Role purpose:

The Self Service Manager is accountable for the end to end strategy, performance, and evolution of Vodacom DRC’s self service ecosystem.
The role exists to ensure that all self service platforms and channels are customer centric, scalable, well governed, and aligned with business objectives, while driving continuous optimization and value creation across digital and traditional self service touchpoints.

Key Areas of Responsibility

• Self Service Strategy & Roadmap
• Define and own the end to end self service strategy and roadmap in alignment with CX, Digital, IT, Product, and Care priorities.
• Identify opportunities to expand self service capabilities that improve customer experience and operational efficiency.
• Ensure strategic alignment with Vodacom and Vodafone Group self service frameworks.

Platform & Channel Ownership

Own and govern the full self service ecosystem, including:

• TOBi platforms and channels:
• SMS
• WhatsApp
• Voice
• Web Chat
• Other digital / assisted conversational interfaces
• USSD, as a high volume and business critical channel
• OneApp, including:
• 45+ features, capabilities, and customer journeys
• Continuous enhancements and releases
• UX consistency and compliance requirements
• Act as the single point of accountability for self service platforms across the organisation.

Performance & Optimisation

• Define, track, and improve self service performance KPIs (adoption, containment, success rate, customer satisfaction).
• Use insights and analytics to continuously optimise customer flows and platform performance.
• Drive initiatives that reduce cost to serve while increasing customer empowerment.

Governance, Quality & Compliance

• Ensure all self service journeys meet CX standards, regulatory requirements, and security guidelines.
• Work closely with IT, Corporate Security, and Compliance teams to ensure proper approvals and controls.
• Maintain consistency of experience across channels and platforms.

Stakeholder Management

• Act as a key interface between CX, IT, Digital, Product, Care, and external partners.
• Provide clear prioritization and guidance to delivery teams.
• Communicate progress, risks, and outcomes to CX leadership and senior stakeholders. Core competencies, knowledge and experience [max 5]:
• Strategic thinking
• End‑to‑end ownership
• Customer‑centric mindset
• Delivery and execution excellence
• Governance and prioritisation discipline

Must have technical / professional qualifications:

• Strong experience in digital self‑service or channel management, preferably in telecoms or complex service environments
• Solid understanding of conversational AI, USSD, apps, and digital CX platforms
• Strong analytical and data‑driven mindset
• Excellent stakeholder management and communication skills
• Ability to operate in a cross‑functional, fast‑paced environment

Key Interfaces

• Digital & IT Delivery Teams
  (Application development, TOBi platforms, integrations, releases)
• Customer Operations / Care
  (Operational feedback, escalation patterns, assisted vs self service alignment)
• Commercial & Product Functions
  (Marketing, Segments, Sales & Distribution for offers, campaigns, propositions)
• Data, Analytics & Reporting
  (Self service performance tracking, dashboards, insights, optimisation inputs)
• External Technology Partners & Vendors
  (Chatbot providers, USSD aggregators, platform and system integrators)