Product Operations Specialist Full Time NEW

About the Role

As Kamel Pay scales across multiple products and into new geographies, we need a sharp, well-organised Product Operations Specialist to act as the connective tissue between our UAE-based commercial, sales, operations, and customer-facing teams and the product and engineering organisation.

This is a uniquely positioned role. You will sit across all Kamel Pay products— and serve as the first line of response for product-related queries from internal teams, the trainer who keeps staff current on new products and features, and a structured feedback funnel that keeps the product roadmap connected to the front lines of the business.

You will report directly to the Chief Technology and Product Officer and work closely with department heads across Sales, Value Added Sales (VAS), Operations, Customer Support, Compliance, and Marketing.

What You Will Do

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.

What You Bring

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.