O! Mobile
Leading mobile operator and fintech company in Kyrgyz Republic with top-rated mobile wallet app driving digital payments
My role
As Senior Product Manager for the Paying Kiosks Division at O! Mobile, I led the strategic development and optimization of a critical revenue channel for a leading mobile operator and fintech company. I defined the product vision and strategy, aligning the roadmap to deliver innovative solutions that enhanced both customer experience and operational efficiency. My responsibilities spanned multiple products, including the customer-facing kiosk interface, internal mobile app for inventory management, and backend systems for data analysis and reporting.
I managed the end-to-end product development process, from initial concept to market launch, collaborating closely with cross-functional teams including engineering, design, marketing, and operations. A key focus was on leveraging advanced technologies, such as machine learning, to customize and improve service delivery.
Introduction
As I prepared for my MBA journey at the University of Washington, I found myself with a 6-month window before relocating to Seattle. Determined to make the most of this time, I sought a challenging opportunity that would allow me to leverage my skills and make a significant impact quickly. This led me to apply for a Product Management position at O! Mobile, one of the leading mobile operators and fintech companies in the Kyrgyz Republic.
I was offered the role of Senior Product Manager in the Paying Kiosks Division, a position that promised both increased responsibility and the chance to drive rapid results. This aligned perfectly with my goals, and I eagerly took on the challenge of leading this critical division.
Upon joining O! Mobile, I discovered that the Paying Kiosks Division had been operating without a dedicated product manager since its inception. Most coordination occurred through informal collaboration between the engineering team and customer support, resulting in a lack of structured processes and strategic vision. The division’s focus had primarily been on maintaining operations and fixing bugs, rather than driving innovation and growth.
Recognizing the immense potential for improvement, I set out to transform the division during my short but intensive tenure. My primary objectives were to introduce a strategic product management approach, optimize our extensive kiosk network, and implement data-driven decision-making processes.
Network Development:
I managed a network of approximately 3,500 paying kiosks spread across the Kyrgyz Republic, with an additional 100 kiosks being added with cash-out functionality. One of my key initiatives was to expand our network by involving external paying kiosk owners. By convincing them to adopt our software, we increased the division’s revenue by 10%.
To drive data-informed decisions, I worked with our analytics team to create a real-time dashboard tracking transactions by region. This insight revealed that some areas were overcrowded with kiosks while others lacked access. By making location adjustments based on this data, we increased the number of payments by 5% during my tenure.
I also focused on improving our internal processes. By introducing new features to our internal mobile app, we achieved 98% accuracy in inventory balances through real-time tracking. Additionally, I led the transition to a paperless receipt system using QR code technology, which reduced our maintenance costs by 25%.
Cross-functional collaboration and customer feedback:
Collaboration was key to our success. I worked closely with engineering and design teams on feature development, while also maintaining strong relationships with sales, customer support, marketing, legal, and accounting to ensure our operations were both efficient and compliant.
Customer feedback played a crucial role in our product decisions. For instance, we implemented a feature to allocate overpaid funds to customers’ phone balances or digital wallets when kiosks couldn’t provide change, directly addressing a common user pain point.
ML customization for services:
While I didn’t get to see it implemented during my tenure, I developed technical documentation for an ML customization approach for our kiosks’ main screen services. This initiative aimed to tailor the displayed services based on seasonality and geographic location, with the potential to significantly enhance user experience.
Key takeaways:
Throughout my time at O! Mobile, I focused on aligning our product roadmap with both customer needs and business goals. By introducing a structured approach to product management, leveraging data analytics, and fostering cross-functional collaboration, I helped set the Paying Kiosks Division on a path of innovation and growth in the competitive fintech landscape of the Kyrgyz Republic.
Used OKR Examples
Objective 1: Optimize the Paying Kiosks Network to Drive Revenue Growth
KR1: Expand the kiosk network by adding 100 new kiosks with cash-out functionality, increasing revenue by 10%.
KR2: Increase the number of transactions by 5% through strategic location adjustments based on real-time data.
Objective 2: Enhance Operational Efficiency and Reduce Costs
KR1: Achieve 98% accuracy in inventory balances through the introduction of real-time tracking in the internal mobile app.
KR2: Reduce maintenance costs by 25% by transitioning to a paperless receipt system using QR code technology.
Objective 3: Improve Customer Experience Through Innovative Features
KR1: Develop and implement a feature to allocate overpaid funds to customer phone balances or digital wallets, addressing a key user pain point.
KR2: Create technical documentation for an ML customization approach to personalize kiosk services based on location and seasonality.
Metrics
North Star Metrics
Revenue Growth: Revenue generated from the Paying Kiosks Division, reflecting the success of network expansion and revenue-driving features.
Transaction Volume: Number of transactions processed through the kiosks, indicating the effectiveness of location adjustments and customer engagement.
Other Key Metrics
Inventory Accuracy: Achieved 98% accuracy in inventory balances, demonstrating the effectiveness of the real-time tracking feature.
Maintenance Costs: Reduced by 25% through the implementation of QR code technology for paperless receipts.
Customer Satisfaction: Improved through the introduction of features addressing common pain points, such as overpaid funds allocation.
Key Features Implemented:
Kiosk Network Expansion: Added 100 new kiosks with cash-out functionality, increasing revenue and improving accessibility.
Real-Time Inventory Tracking: Introduced new features in the internal mobile app, achieving 98% accuracy in inventory balances.
Paperless Receipts: Implemented QR code technology to transition to a paperless receipt system, reducing maintenance costs by 25%.
Overpaid Funds Allocation: Developed a feature to allocate overpaid funds to customer phone balances or digital wallets, directly addressing user pain points.
ML Customization Documentation: Created technical documentation for an ML-based approach to customize kiosk services based on seasonality and geographic location.
Impact and Learnings:
Structured Product Management: Introduced a strategic product management approach, transforming the division from informal operations to a structured, innovative unit.
Data-Driven Decisions: Leveraged data analytics to make informed decisions, optimizing the kiosk network and improving service delivery.
Cross-Functional Collaboration: Fostered strong relationships with engineering, design, marketing, and other teams to ensure efficient and compliant operations.
Customer-Centric Approach: Prioritized customer feedback to drive feature development and enhance the overall user experience.