IT Product Operations Specialist

Job Description

Yes4All is one of the leading brands for home sporting goods & furniture in the e-commerce market. Founded in 2010, we have strived to be in the top 1% retailers on Amazon US. Based in California with an operation office in HCMC, we have more than 400 young and talented members with expert knowledge and experience in the e-commerce industry.

We are on an ambitious journey to dominate not only Amazon‘s sporting goods market but also to enter new e-commerce markets from many regions like Canada, Europe, Japan. Besides, Home sporting goods, Furniture, Outdoor and Gardening are also great opportunities that we desire to occupy and create significant values. With our steady knowledge in E-commerce, Yes4All started to provide end to-end ecommerce-enabler service in order to help Vietnamese and global manufacturers or struggling sellers bring their products to the US & International markets.

POSITION OVERVIEW

We are seeking a highly motivated and detail-oriented individual to join our team as an IT Product Operations Specialist focused on customer success. In this role, you will be responsible for ensuring the smooth operation and optimal utilization of our IT products and services, with a primary focus on enhancing the overall customer experience and satisfaction. You will work closely with cross-functional teams to identify areas for improvement, implement solutions, and drive continuous enhancements to our products and processes.

KEY RESPONSIBILITIES

• 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.
• 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.
• 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.
• 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

SKILL AND EXPERIENCE

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

WHY YOU WILL LOVE JOINING US?

OR YOU TO JOIN

• Financial Well-being: A competitive salary with 13th month salary, annual performance bonus and a variety of allowances.

• Salary review: annually or on excellent performance.

• Activities: company trips, team-building, and other customized monthly bonding events.

• Annual leaves: 16 days off and 01 Birthday Leave per year.

• Healthcare: annual health check, insurance according to Labor Law and extra PTI Insurance package.

• Working Environment: dynamic, friendly environments with working time flexibility (Mon-Fri), and other perks include snacks, coffee, and healthy food provided daily suited for hardworking, fun, and team collaboration.

FOR YOU TO GROW

• Ambition: We are now keeping on with our hyper growth to multicategory, multichannel, multimarket, and expanding into the world largest e-commerce enabler. Hence, there will continuously be opportunities to challenge yourself, learn new skills and knowledge. 

• Challenges: Your voice can always be heard as we embrace the eagerness of learning and sharing. You can be your own boss and create your own value with the ability to take initiative and make decisions in all aspects of work.

• Chances: Be led and coached by experienced and inspirational leaders and participate in various training courses where you can enlarge your knowledge and experience in the E-commerce and Supply Chain industry.

FOR YOU TO STAY

• People: Having a headquarter in the US and an operation office in Vietnam, our team is young and highly motivated. You will be working with and alongside members having experiences from International Corporations or high profile from Vietnam that share the same passion and dedication.

• Culture: Our working environment is humble, collaborative and 100% healthy. We promote Exchange & Speak out, you can receive transparent and supportive feedback so you can perform the best.

• Career path: Provide you a great career path, open to rotating for your better understanding of the company and contribute across many of our functions.

And much more, join us and let yourself explore other fantastic things!