Lead/Senior - Product Operations
Khối Phát triển Sản phẩm
Hồ Chí Minh
25-Payment Services-0908
Product Operations functions as a core Productivity & Reliability engine, ensuring end-to-end operational readiness, real-time monitoring, incident governance, customer-feedback intelligence, automation, and continuous improvement of customer experience.
The Product Operations Team Lead will oversee daily operations for high-volume Money Transfer services used by millions of customers, playing a critical role in maintaining service quality, operational stability, and customer satisfaction.
Mô tả công việc
Product enablement:
- Monitor end-to-end user journeys to identify opportunities to improve UI/UX, product flows, feature adoption, and overall user satisfaction.
- Oversee product readiness and quality assurance for new feature releases, platform changes, and service updates.
- Consolidate and analyze customer feedback, product usage data, and CS insights to translate into actionable recommendations for Product and CS teams.
- Act as a bridge between Product, CS, and Operations to ensure clear communication, accurate guidance, and smooth feature rollouts.
Operational Excellence:
- Develop and maintain runbooks, SOPs, training materials, and operational checklists to support cross-functional understanding and proper execution.
- Standardize processes for new product/service launches between Product, CS, CEE, and Product Operations to ensure smooth operations.
- Continuously optimize operational workflows to save time, reduce errors, and improve scalability.
- Monitor critical customer satisfaction and retention metrics (e.g., CSAT, trust index, retention rate…) and coordinate improvement initiatives with CS and Product teams.
- Lead operational reporting, including weekly performance reviews and incident post-mortems.
Yêu cầu công việc
- Bachelor’s degree in Business, Technology, or related fields; Master’s degree is a plus.
- 3+ years of experience in Product Operations, Product Management, Business Operations, or similar roles—preferably in fintech, e-commerce, or other high-growth tech environments.
- Strong understanding of user experience fundamentals, product lifecycle, operational quality, and customer-centric workflows.
- Incident management experience: Hands-on triage, RCA, cross-functional coordination, and incident governance.
- Tools & data skills: Proficiency in Excel/Google Sheets (advanced formulas, pivot tables)
- Highly structured, analytical, detail-oriented, with strong communication and cross-functional collaboration skills.
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