Product Operations

Job Description

JOB DISCRIPTION

1. Customer Success Management:

- Develop and maintain strong relationships with customers to understand their needs, challenges, and goals.

- Serve as the primary point of contact for customer inquiries, issues, and escalations related to IT products and services.

- Proactively identify opportunities to enhance customer satisfaction and drive value through our products and services.

- Collaborate with customers to gather feedback, address concerns, and ensure their requirements are met effectively.

2. Product Operations:

- Monitor the performance and usage of IT products and services, identifying areas for optimization and improvement.

- Coordinate with internal teams, including product development, engineering, and quality control, to prioritize and address customer needs and requirements.

- Assist in the deployment and configuration of IT products and services, ensuring smooth implementation and user adoption.

- Conduct regular product demonstrations, training sessions, and workshops for customers to promote product awareness and usage.

3. Process Improvement:

- Analyze customer support metrics, trends, and feedback to identify opportunities for process optimization and efficiency gains.

- Develop and implement strategies to streamline workflows, automate repetitive tasks, and enhance the overall customer support experience.

- Collaborate with cross-functional teams to drive continuous improvements to product documentation, knowledge base articles, and self-help resources.

4. Quality Assurance:

- Monitor product performance and stability in production environments, promptly addressing any issues or anomalies that arise.

- Work closely with QC teams to develop test plans, test cases, and testing methodologies to ensure comprehensive test coverage.

Job Requirement

REQUIREMENTS

 Knowledge:

- Bachelor's degree in Computer Science, Information Technology, or related field.

- Proven experience in product management, product operations, or related role within a technical environment.

- Strong understanding of software development methodologies (Agile, Scrum, etc.).

Skills:

- Excellent analytical and problem-solving skills with attention to detail.

- Effective communication and collaboration skills, with the ability to proactively work cross-functionally and influence stakeholders at all levels.

Experience

- Experience with project management tools, helpdesk ticketing systems, and agile project management tools (e.g., JIRA, Hubspot, etc.).