Project Manager - AI & Automation

ABOUT US
MOGO Auto Limited is part of Eleving Group, a global fintech company operating in seventeen countries across three continents. We are a trusted financial partner committed to expanding access to asset financing in Kenya and supporting upward social mobility.
We offer a wide range of products including car, motorcycle, tuk-tuk, and electric motorcycle financing, as well as logbook loans and smartphone financing. Licensed by the Central Bank of Kenya as a Digital Credit Provider, MOGO combines technology, data-driven decision-making, and strong risk-management practices to deliver fast, flexible, and affordable financing.
With over 500,000 loans issued, we continue to grow rapidly- supported by our nationwide branch network and a user-friendly customer mobile App. We are driven by a mission to provide innovative, sustainable financial solutions and to empower our customers with the tools and opportunities they need to improve their lives. At MOGO, you’ll join a dynamic, mission-driven team that is reshaping access to finance across Kenya.
We offer a collaborative, energizing, and non-bureaucratic workplace where you can grow, contribute, and truly love what you do.

About the role
You will lead projects for AI and automation - taking new AI agents from idea to launch, then handing
them over to run.
We have 10+ AI projects live or in build across Telesales, Customer Care and loan issuance: AI voice
agents, a WhatsApp chat agent, IVR self-service, AI quality assurance and AI checks in our Sales App.
Most are built with external vendors.
Every AI agent has three teams around it:

Project is done when an agent is stable, handed over and both Operations and QA have accepted it.
Then you move on to the next one.
AI and automation is the core of the role. As business priorities evolve, you will also lead other CXE
projects, such as the rollout of our new customer engagement platform.
This is a process-heavy role. You turn new ideas into clear steps, standard templates and repeatable
cycles that other teams can follow.
What you will own
1. Project planning and tracking

• One plan per project - milestones, owners, dates, dependencies - rolled into one portfolio view, updated weekly

• Spot slippage early and escalate with a proposed fix, not just a red flag

• Weekly status to the Head of CXE: TL;DR, red/amber/green per project, decisions needed

2. Vendor management during build

• Run the weekly vendor rhythm for projects in build: syncs, open issues, next steps, written follow-ups

• Hold vendors to scope, timelines and quality; keep a record of every commitment

• Coordinate contracts, NDAs and onboarding with Procurement, Legal and IT

• Structure vendor demos and evaluations against clear criteria

3. Build and initial testing

• Work with the vendor and the operations team on call flows, knowledge base, edge cases and handover-to-human rules

• Own the API side of each project: test our APIs yourself, document them and share them with vendors. IT and the Head of CXE support you, but you drive it

• Coordinate other departments on their inputs, e.g. knowledge base content, product rules, compliance sign-off

• Run internal testing and limited live tests with success criteria, kill criteria and a decision date

• Work side by side with QA during ramp-up: review calls together, log issues, push vendor fixesand retest

4. Launch and handover

• Manage phased rollouts (e.g. 10% to 20% to full volume) and prepare go/no-go decisions

• Make sure agents, team leads and supervisors know what is changing before it goes live

• Agree handover criteria with Operations and QA before launch, not after

• Set up a standard, repeatable cycle for data updates - call lists, knowledge base changes, reporting - so the agent keeps running on current data after handover

• Hand over with SOPs, training (with L&D), a named operational owner and a baseline for QA to measure against

• Present the launch readout to management: what was built, AI vs human results in testing, what's next

5. New ideas

• Spot what could be improved or automated next - new agents, new components, new projects

• Bring each idea with a short case: what it replaces, who uses it, how we will know it worke

What this role is not

• Not running live agents. Once handed over, Operations runs the agent and QA improves it. You step back in only for major changes or new call types.

• Not a strategy or product vision role. Priorities are set by the Head of CXE. You make them happen.

• Not an engineering role. Vendors and IT build. You make sure what they build works in our operation.

How success is measured

• % of milestones hit on time, time from kickoff to launch, number of agents launched and handed over,issues found after handover (fewer is better), and feedback from Operations and QA leads.

• 4+ years in project management, with at least 2 years delivering technology projects with external vendors

• Working understanding of APIs. You can test API and compare and document its answer.

• Process-minded. You naturally turn messy work into clear steps, templates and standard cycles

• A track record of shipping. Be ready to walk us through 2 projects you took from kickoff to live - what went wrong and what you did about it

• Relentless, structured follow-up. Comfortable chasing vendors and senior colleagues without damaging the relationship

• Curious and creative. You bring ideas, not just execute tasks

• Clear, short written updates

• Comfortable with data: Excel, reading dashboards, basic analysis

Strong plus

• Contact center or BPO operations experience - you know how a queue works and what AHT, containment and handover mean

• Sales or Customer Journey mapping experience

• Experience with conversational AI, voicebots, chatbots or IVR

• Contact center platforms (Webitel, Genesys, Five9 or similar)

• Customer engagement or marketing automation platforms (MoEngage, CleverTap, Braze or similar)

• Fintech, lending or financial services in Kenya or East Africa

• Experience setting up a project tracking tool (Jira, Asana, Monday or similar)

How we work

• Fast lane. We launch early, test in weeks not months and fix things the same week. Priorities move quickly - you enjoy the pace, not just cope with it.

• Ship, then improve. A 60% solution every agent uses beats a 95% solution nobody opens.

• Operations first. If it does not work on a busy Monday in the call center, it does not work.

• Customers first. Our clients are boda boda riders and small business owners. Automation must hand over to a human smoothly, not trap them.

• Vendors deliver, we own the outcome.

What we offer

• Ownership of the most visible AI portfolio in Mogo Kenya

• Hands-on work with AI voice agents, chat agents and AI quality tools - skills very few people in the Kenyan market have yet

• Real impact, fast. What you launch reaches thousands of customers within weeks, not after a year of planning

• Short decision lines. You work directly with the Head of CXE, and decisions take days, not months

• Exposure to Eleving Group's multi-country Hub, where Kenya's AI work is being watched as a model for other markets

• Room to grow into leading AI delivery across CXE and beyond

• Competitive salary and performance bonus, medical cover, other benefits