Product Operations (Platform/Omnichannel)

1. System Operations & Monitoring

• Operate and monitor digital platforms and Omnichannel systems, including Website, App, CRM, Contact Center, OMS, and system integrations
• Monitor system performance, analyze logs and user flows, identify issues, and coordinate incident resolution to ensure SLA compliance.
• Coordinate with relevant Business and Technology teams to investigate and resolve system-related incidents, ensuring business continuity

2. Product Operations & Optimization

• Translate business needs and operational issues into product requirements
• Work closely with Product/Tech teams to improve system features and user experience
• Analyze business workflows, system processes, and user journeys to identify bottlenecks and propose solutions for product and operational improvements

3. Cross-functional Coordination

• Act as a bridge between Business (E-commerce, CS, Marketing) and Product/Tech teams
• Collaborate with stakeholders to ensure alignment in system improvements and operations
• Support internal teams in resolving system-related issues
• Clarify requirements, coordinate issue resolution, and facilitate communication between technical teams and business users to ensure effective system operations

4. Projects & System Integration

• Participate in system integration projects (OMS, CRM, payment, logistics, APIs)
• Support UAT testing, rollout, and post-launch monitoring
• Coordinate with Product, Technology, and Business teams throughout system implementation and integration projects, ensuring requirements are met and systems operate effectively after deployment

5. Data Analysis & Continuous Improvement

• Analyze operational data (orders, system performance, customer behavior)
• Build reports and dashboards to support decision-making
• Optimize workflows and monitor improvement effectiveness to enhance operational efficiency, digital platforms, and customer experience.

• Bachelor’s degree in Information Systems, Business, E-commerce, or related fields
• 1-3 years of experience in Product Operations / System Operations / E-commerce Operations
• Strong understanding of E-commerce operations and system flows (OMS, CRM, order lifecycle)
• Experience working with cross-functional teams (Business, Product, Tech)
• Strong analytical thinking and problem-solving skills
• Experience in system integration, UAT, or working with vendors is a plus
• Familiar with data tools (Excel, Power BI, Google Analytics; SQL)