Manager - Product Operations
Khối Kinh Doanh
Hồ Chí Minh
25-Payment Services-0846
Product Operation Manager will play a critical role in overseeing and enhancing the user experience of our platform, collaborating with multiple teams, and driving product innovation and operational excellence. The Product Operation Manager will act as the bridge between the product, operations, and business teams to ensure our platform continues to meet and exceed user expectations, while also driving growth and revenue for the company.
Mô tả công việc
- Operation & User Experience Management
- User Experience (UX) Optimization: Monitor and analyze the user journey to identify opportunities for improvements in user interface (UI) design, product functionality, and overall user satisfaction.
- Product Quality: Work closely with the product and QA teams to ensure high product quality standards. Oversee the quality control process of new product features, releases, and platform updates.
- Customer Feedback: Collect and analyze feedback from users to identify pain points, and coordinate with the product team to prioritize enhancements and fixes.
- Product Collaboration & Strategy
- Cross-Functional Collaboration: Work closely with the product, development, and marketing teams to build and launch new products, features, and platform revamps that align with business objectives.
- Cooperate with product team and contribute advices to innovate and improve product features based on customer feedback and requirements, focus on customer centric
- Operational Procedures & Go-Live Management
- Develop and streamline procedures for successfully onboarding new merchants onto the platform, ensuring a smooth and efficient integration process.
- Collaborate with cross-functional teams (Legal, Accounting, Product, Dev, etc.) to ensure all necessary steps are taken for go-live, compliance, and risk mitigation.
- Coordinate with Customer Service, Customer Experience & Engagement (CEE), and other relevant departments to improve key performance metrics such as CSAT, APDEX, and end-to-end (E2E) service quality.
- Design and maintain standard operating procedures (SOPs) for internal teams to follow when launching new products or services. Ensure processes are aligned with business goals and industry best practices. Innovate procedure to save time of operation
- Manage the Business Operation (BO) team, including Legal and Operations functions, to ensure smooth, and compliant contract processes and efficiency operation.
- Business Growth & User Retention
- Work with key accounts ensure product satisfaction with merchant requirements and identify opportunities for product improvements or new feature adoption.
- Cooperate with the growth team, business analysts to identify opportunities for improving revenue, increasing Monthly Active Users (MAU)
- User Retention & CSAT: Monitor customer satisfaction (CSAT) scores, retention metrics, and churn rates to identify areas for improvement. Work with the customer service and product teams to implement strategies to improve user retention and satisfaction.
Yêu cầu công việc
- Bachelor’s Degree in Business, Technology, or related fields. A Master’s degree is a plus.
- 5+ years of experience in product operations, product management, or a similar role, preferably in fintech, e-commerce, or a related tech-driven industry.
- Strong understanding of user experience principles, product lifecycle management, and operational efficiency.
- Data-driven, accurate, systematic and methodical and good problem solver;
- Experienced in project management, user-centric focus with strong communication skills
- Experience with data analysis tools to track user behavior and KPIs.
- Quickly adapt to change at a high-speed space;
- A proactive, self-starter who thrives in a fast-paced, dynamic environment.
- Experience in process management is a Plus;
- Leadership abilities, including the ability to influence and motivate others, makes an excellent team player and has good judgement.
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