Digital Product Operations Analyst
hace 2 semanas
We are currently looking for a Digital Product Operations Analyst based in Mexico.
You will be responsible for supporting day-to-day operations at a global level.
This entails implementing processes to provide production support for digital products already in the market and ensuring operational readiness for new products yet to be launched.
Responsibilities include working with regional personnel to ensure performance KPIs and service SLAs are being met.
- Act as a key liaison between customer care and digital products teams and handle issue management (triage, prioritization, resolution) globally
- Manage backlog of defects to prioritize based on impact and severity and work with product teams to ensure timely resolution of critical issues
- Work with regional and digital personnel to perform root cause analysis and measure the impact of issues encountered
- Identify and implement operational needs necessary to support new product launches as well as existing products already in the market
- Define, implement and communicate operational processes and policies to ensure smooth and efficient operations for all digital products
- Identify and implement operations improvements by using a data-driven approach to justify and measure the impact of such improvements
- Reduce contact rate by promoting a digital-first approach and working with product and engineering teams to define and implement solutions that enable self-service where possible
- Work with regional customer care team(s) to ensure proper processes are being followed, quality levels are being achieved, and operational SLAs are being met
- Participate in UAT and help support and coordinate local testing activities as needed
- Be able to extract actionable insight from data, including but not limited to call center data, product analytics data and various other forms of data
- Facilitate communication between cross-functional teams to ensure effective collaboration and manage dependencies to ensure the successful delivery of solutions
- Create and maintain detailed documentation for processes, tools, and systems
- Assist with training various personnel (technical and non-technical) on new processes, tools, procedures and protocols as necessary to support growing business needs
- Acquire and analyze customer feedback to identify service improvements and provide product recommendation improvements to the product team
- Minimum of 2 years of work experience
- Experience supporting digital products in financial services, technology-related or similar industry-preferred
- Problem-solving mindset with a proactive approach to identifying and addressing operational challenges
- Ability to work effectively with technical and non-technical personnel, both directly and remotely
- Strong verbal and written communication skills, with the ability to present data and insights to cross-functional teams and stakeholders.
- Strong teamwork, coordination, organization, planning and influence skills;
- Ability to manage multiple projects simultaneously and meet deadlines in a fast-paced environment
- Experience with tools such as Log Monitoring tools (Graylog, Kibana), Session Playback tools (Full Story, Log Rocket, etc.
), data analysis tools (Excel, Amplitude, Tableau or similar)
- Experience with ticketing systems such as Zendesk, Freshdesk, Salesforce or similar preferred
- Familiarity with product management tools like Jira, Coda a plus
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