Product Operations Associate (Digital Product Management) - Up to $3800!

We are seeking a motivated individual with a keen interest in supporting and enhancing digital products. In this role, you will support day-to-day operations by assisting with issue triaging, technical investigations, customer case resolution, and the management of digital content and communications. Working closely with Product Managers, you will monitor platform performance and user behaviour to generate insights for the continuous improvement of our digital products.

Responsibilities

• Experience in managing digital product

• Experience in managing/fronting vendor's request (in helping to resolve or troubleshooting the digital technical issue)

• Support Product Managers in the planning and continuous delivery of product iterations, including requirements gathering, user story development, and documentation of functional requirements and acceptance criteria

• Conduct user acceptance testing (UAT), sanity testing, and post-release verification activities to ensure the quality and stability of releases

• Interface with customers on issues relating to their use of Account, App, and other digital services, supporting case investigations, service recovery efforts, and customer communications

• Serve as a key custodian of our customer feedback loop, ensuring accurate tracking of issues and timely follow-up of cases, and surfacing experience gaps for action

• Perform analysis of customer feedback, user behaviour, and system metrics to uncover insights, identify emerging issues and improvement opportunities, and influence product decision-making

• Enable the implementation of automation and process improvement initiatives that enhance operational efficiency and address recurring pain points

• Configure and manage content on App and its associated programmes, including the publishing and maintenance of pages and/or feature components through our content management system

• Support the setup, testing, scheduling, and deployment of push notifications, advisories, and other in-app communications

• Manage App’s deep-linking capabilities to enable ecosystem customer journeys, including configuration, testing, troubleshooting, business support, and governance of deep-linking assets

• Assist in the preparation of product performance updates and ad-hoc analyses for Product Managers and stakeholders

• Support incident response and business continuity activities relating to Account and App, and integrated services within our ecosystem

• Ensure compliance with prevailing cyber-security, personal data protection, and governance requirements, and contribute towards the adoption of industry best practices

• Provide administrative and project support where required

Requirements:

• Diploma or Degree in Business / Data Analytics / Economics / Information Technology / Information Systems / Computer Science or a related field

• Strong interest in B2C digital products and customer engagement

• Customer-centric mindset with a keen appreciation for user needs, pain points, and user experience

• Excellent written and verbal communication skills, and the ability to communicate effectively with customers, business stakeholders, and technical teams

• Resourceful self-starter who can work independently while collaborating effectively across cross-functional teams

• Strong analytical and problem-solving skills, with a structured and logical approach to forming hypotheses, investigating issues, and deriving insights

• Organised and detail-oriented, with the ability to think through user journeys, anticipate potential issues, and identify gaps before they impact customers

• Ability to manage multiple workstreams and prioritise competing demands in a dynamic, fast-paced environment

• Eagerness to learn and apply new technologies, tools, and ways of working for process improvement

• Experience using Adobe Experience Manager is an advantage

• Demonstrated competency in data-driven analysis of customer feedback is an advantage

We regret to inform you that only shortlisted candidates will be notified.

PERSOL Singapore Pte Ltd • RCB No. 200007268E • 
EA License No. 01C4394
Tan Mei Yee (R26161281)

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