Senior - Product Operations Executive, Social Payment
Product Operations serves as a core Productivity and Reliability engine, ensuring end-to-end operational readiness, real-time monitoring, incident governance, customer feedback intelligence, automation, and continuous improvement of the customer experience.
The Product Operations Senior Executive oversees 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 at scale.
Mô tả công việc
Core Responsibilities
Product Enablement
Monitor end-to-end user journeys to identify opportunities to improve UI/UX, product flows, feature adoption, and overall customer experience.
Oversee operational 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 produce actionable recommendations for Product and CS teams.
Act as a key liaison between Product, CS, CEE, 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 enable consistent cross-functional execution.
Standardize go-live and launch processes across Product, CS, CEE, and Product Operations.
Continuously optimize operational workflows to improve efficiency, reduce errors, and support scalability.
Monitor critical customer satisfaction and retention metrics (e.g., CSAT, Trust Index, retention rate) and coordinate improvement initiatives with Product and CS.
Lead operational reporting, including weekly performance reviews, incident tracking, and post-mortems with clear follow-up actions.
Yêu cầu công việc
Requirements:
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.