The Senior Product Operations Specialist is a technical business expert and Subject Matter Expert (SME) on one or more of our client-facing products. You are primarily accountable for onboarding, training, and supporting the clients and to serve as a resource on projects and initiatives to continuously improve the end-to-end customer experience.
Requirements:
• Bachelor's degree required
• 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.
• Experience using JIRA or Kanban tools, a plus
• Experience using ticket management tools, a plus
Responsibilities:
• 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.
English level: Upper Intermediate
Time shift: Full time