Self-Service Manager

About the role

The Self‑Service Manager will lead the strategy, performance and evolution of Vodacom DRC’s self‑service ecosystem. Reporting to senior CX leadership, the role ensures that all self‑service platforms and channels are customer‑centric, scalable, well‑governed and aligned with business objectives, while driving continuous optimisation and value creation across digital and traditional touchpoints.

Key responsibilities

• Define and own the end‑to‑end self‑service strategy and roadmap in alignment with CX, Digital, IT, Product and Care priorities.
• Identify and implement opportunities to expand self‑service capabilities that improve customer experience and operational efficiency.
• Own and govern the full self‑service ecosystem, including TOBi platforms (SMS, WhatsApp, Voice, Web Chat), USSD, OneApp features and other conversational interfaces.
• Track and improve performance KPIs such as adoption, containment, success rate and customer satisfaction, using analytics to optimise flows.
• Drive initiatives that reduce cost‑to‑serve while increasing customer empowerment.
• Ensure all journeys meet CX standards, regulatory and security requirements, working closely with IT, Corporate Security and Compliance.
• Act as the primary interface between CX, IT, Digital, Product, Care and external partners, communicating progress, risks and outcomes to senior stakeholders.

Required profile

• Strong experience in digital self‑service or channel management, preferably within telecom or complex service environments.
• Solid understanding of conversational AI, USSD, mobile apps and digital CX platforms.
• Data‑driven analytical mindset with the ability to translate insights into action.
• Excellent stakeholder management and communication skills.
• Ability to operate effectively in a cross‑functional, fast‑paced environment.

Required skills

• Conversational AI
• USSD
• Digital CX platforms
• Self‑service platform management
• Data analytics