Product Manager – Operations Excellence

Who we are

Are you ready to join a dynamic team that's transforming the way SMEs manage their finances? At mazeed, we're not just offering a service; we're providing a lifeline to micro and small-sized enterprises. Our multi-faceted platform is the key to helping these businesses keep their financial records in check, issuing invoices promptly, and making informed decisions. We're the trusted extension of their team, their Finance & Accounting Department.

Our core values of Integrity, People Growth, Customer Centric, Global Mindset, Innovation, and Adaptability are the foundation upon which we've built our success. We're not just looking for someone who can fill a role, but someone who can align with these values, adding their unique perspective to our team, and contribute to our growth!

Location: Giza, Al-Mohandsien

Reporting to: Head Of Product

Summary of the role:

This is not a back-office product role. As Product Manager – Operations Excellence, you will drive the systems, tools, and internal processes that enable Mazeed to scale, serve customers better, and deliver SLAs with confidence.

You’ll work across teams — including onboarding, finance, service delivery, and customer support — to remove friction, increase automation, and improve visibility into operations. Your success means more satisfied customers, more productive teams, and faster growth.

What are the duties and responsibilities of the role:

Operations Enablement & Efficiency

• Build internal systems that streamline how our teams onboard, serve, and support customers.

• Optimize workflows across departments to reduce turnaround time and increase consistency.

• Identify operational bottlenecks and design scalable solutions — not just quick fixes.

Support & Service Tooling

• Design internal support consoles with the right customer context and tools to resolve issues efficiently.

• Create structured workflows for ticket handling, escalation, and knowledge access.

• Enable our experts and CX teams to deliver fast, accurate, and helpful responses.

• ️ Automation & Workflow Orchestration

• Automate repetitive internal tasks such as account setup, task routing, and compliance validation.

• Build internal triggers and escalation logic to prevent SLA breaches and missed handoffs.

• Integrate human workflows with system processes to create seamless service delivery.

Operational Visibility & Admin Dashboards

• Develop internal tools that give Mazeed teams full visibility into customer status, service history, and system health.

• Enable teams to proactively identify risks or delays before they impact the customer.

Internal Documentation & Process Rollout

• Define processes and drive alignment across teams on how internal tools are used.

• Own the enablement and training experience for new tools and workflows.

What you will bring to the role:

• 3+ years of product management experience, ideally in SaaS, internal systems, or service delivery tools.

• Proven ability to work across functions — especially ops, CX, support, and engineering.

• Structured thinker with a deep understanding of business processes and service design.

• Strong systems thinking — you see workflows, dependencies, and opportunities to streamline.

• Excellent communication and stakeholder management skills.

• Bonus: experience with automation tools, low-code platforms, or operations-heavy products (e.g., fintech, logistics, compliance SaaS).

What Success Looks Like:

• Internal teams resolve customer issues faster, with fewer escalations.

• Onboarding and service delivery timelines drop without increasing headcount.

• Operational SLAs are visible, tracked, and met.

• Internal tools become a competitive advantage, not a bottleneck.

What we offer:

If you're excited to embark on this journey with us, to be part of an innovative team that's changing the game for small businesses, we encourage you to apply. At mazeed, we don't just hire employees; we welcome team members who share our values and vision. Join us in making a real impact on the financial well-being of small enterprises while advancing your career. Your success is our success, and together, we'll reach new heights in the world of finance and accounting.

Join our mazeed Family and enjoy:

A comprehensive benefits package that includes competitive compensation, comprehensive health coverage, professional development opportunities, work-life balance initiatives, and an inclusive company culture. We prioritize the well-being and growth of our employees and strive to create a supportive and rewarding work environment.