Product Operations Specialist
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Overview:
The Product Operations Specialist is a person that balances between technology and business and who loves helping people by delivering white glove service. You are as passionate about digging through data and solving complex issues as you are about working directly with clients on onboarding and training and on projects to continuously improve the end-to-end customer experience. PM
You have a strong curiosity to tackle complex challenges, thrive in a fast-paced environment, and seek opportunities where you will have an immediate impact. You will be on the front-lines of understanding new and existing product features and will help the product management and technology teams prioritize features based on your first-hand experience with clients.
- User your project management skills to lead our clients and Account Management and Product Management teams through the new client onboarding process by coordinate key activities through timely completion and effectively communicating status and issue resolution.
- Utilize top-notch problem solving, troubleshooting, and root cause analysis techniques to overcome roadblocks and resolve issues to ensure the client’s successful launch.
- Monitor the data import processes, assure data quality through validation, and notify stakeholders in a timely manner of any issues and coordinate the resolution of issues.
- Develop and curate product training materials and knowledge articles, in collaboration with the Product Management and Account Management teams, through a variety of media.
- Train clients on how best to leverage the products for their business. You have to be able to communicate, verbally and in writing, with the least technically-minded client and make technology make sense to them.
- Support the software delivery for next generation products by providing timely client feedback and insights and by contributing to the product management process as a client advocate.
- Collaborate with product managers, scrum masters, project managers, engineers, testers, designers, and analysts throughout the product lifecycle.
- Minimum 3 years of customer service experience in the software, advertising or media industries
- Minimum 2 years of experience managing projects with key stakeholder communication responsibilities
- Experience and knowledge supporting data-driven and analytical products of a complex nature
- Ability to lead cross-functional teams and coordinate tasks completion.
- Ability to solved complex problems and to communicate findings and solutions clearly and concisely to non-technical people through verbal and written mediums.
- Positive, people-oriented, tenacious, and energetic attitude.
- Ability to understand different technology system components to thoroughly troubleshoot issues.
- Intermediate experience with Google Apps for Work, Microsoft Office, and a variety of web-browsers.
- Ability to productively work independently and as part of a project group.
- Demonstrates strong organizational and analytical skills.
- Ability to clearly and thoroughly document processes and procedures.
- Bring a positive and professional attitude, even during hectic periods.
- Ability to effectively support clients remotely through a variety of technologies, e.g. WebEx, email, chat and phone.
- Ability to work positively with all internal teams, clients and vendors.
- Ability to effectively plan and re-prioritize tasks and needs throughout the day, week, and month.
- Excels in a metrics driven environment.
- Show an innate passion for customer engagement and retention.
- Be flexible and adaptable. We're growing and we need to continue to change to help the company grow.
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