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【Global SaaS company】(Sr.) Product Operations

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An exciting opportunity has arisen for a (Senior) Product Operations Specialist to join a leading global e-commerce platform. This role is perfect for someone who thrives in a dynamic, fast-paced environment and has a passion for enhancing user experience. The successful candidate will be at the forefront of coordinating feature implementations across various software products, providing comprehensive support to users, and building strong relationships with cross-functional teams.

What you'll do:

As a (Senior) Product Operations Specialist, you will play a pivotal role in shaping the user experience of our software products. Your primary responsibility will be coordinating feature implementations across these products, ensuring smooth rollouts through activities like alpha/beta testing, training sessions, FAQ compilations, SOP designs, and hypercare support. You will also provide comprehensive user support during and post-launch phases, resolving any issues that arise while liaising with the Engineering team. Your ability to build strong relationships with cross-functional teams will be crucial in shaping product goals. Furthermore, your proactive approach towards process optimization will contribute significantly towards meeting business needs.

  • Spearhead the coordination of feature implementations across various software products, including alpha/beta testing, training, compiling FAQs, designing SOPs, and providing hypercare support to local stakeholders until full adoption
  • Provide comprehensive support to users both during and post-launch, addressing their issues, devising workarounds for their specific use cases, and liaising with the Engineering team to resolve bugs
  • Build strong relationships with Product/Engineering teams and local stakeholders such as Business Development and Merchant Success teams to shape and execute product goals
  • Collaborate closely with local teams to promote your product(s)/feature(s), gathering valuable feedback and insights to inform business strategies
  • Proactively look for ways to optimize existing processes and pioneer new ones to fit the business needs
  • Empower various stakeholders, including Product teams, local teams, and senior leadership—by delivering data-driven insights and advocating for enhancements
  • Craft compelling communications and presentations tailored to a diverse audience

What you bring:

The ideal candidate for the Senior Product Operations Specialist role will bring a wealth of experience in Product Support, Operations, or Technical Support within a tech company. You will be a strong team player with a knack for connecting people and teams. Your enthusiasm for thriving in a dynamic, fast-paced environment will be matched by your ability to collaborate effectively with cross-functional teams. Your proficiency in translating intricate technical information into easily understandable language for users will be crucial in this role. With a user-first mentality, you will be driven to provide exceptional support to users. Your communication skills, both written and verbal, will be exceptional, and proficiency in Chinese would be beneficial. Above all, you will have a proactive mentality and a desire to make an impact.

  • 3+ years experience in Product Support, Operations, preferably in a SaaS or E-coommerce company
  • Strong team player with an ability to connect people and teams
  • Enthusiasm for thriving in a dynamic, fast-paced environment while collaborating closely with cross-functional teams
  • Proficiency in translating intricate technical information into easily understandable language for users
  • A User-first mentality with a drive to support Users
  • Exceptional communication skills, both written and verbal, in English; proficiency in Chinese is beneficial
  • A proactive mentality and a desire to make an impact

What sets this company apart:

Our client is a leading global e-commerce platform that prides itself on its innovative approach to online retail. They are committed to providing an inclusive work environment where everyone feels valued and empowered. They believe in fostering growth and learning among their employees, offering ample opportunities for professional development. Their dynamic, fast-paced work environment is perfect for individuals who are passionate about e-commerce and thrive on making an impact.

Keywords: Product Operations, Technical Support, Cross-functional Collaboration, Process Optimization, User Support

Contract Type: FULL_TIME

Specialism: Software

Focus: Product & Project Management

Industry: IT

Salary: Negotiable

Workplace Type: Hybrid

Experience Level: Associate

Location: Taipei

Job Reference: YZKUEM-07166FB8

Date posted: 04 June 2024

Consultant: Dammy Liu

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