Digital Product Operations Specialist

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von: Webloyalty Sàrl | localité: NyonN: WebloyaltySrl

Our market-leading reward subscription-based programs encourage smarter shopping by offering on-going incentives to empower customers to save hundreds a year on their online shopping on over 800 e-merchants.

We offer our subscription programs to members through paid advertising space on the order confirmation page of over 7’500 e-commerce partners worldwide – helping them generate a valuable and reliable secondary revenue stream.

As part of our expanding International business and to support our team, we’re now looking for a skilled:

Digital Product Operations Specialist

If you are a dynamic, proactive, data-driven, analytical person, highly organized, a team player and a great communicator – all rolled into one Digital Product Operations Specialist willing to join our team at our Headquarters in Nyon, then this job is for you.

As a Digital Product Operations Specialist you will be primarily responsible for supporting the daily operations of our loyalty cashback program portfolio, with high focus on stakeholder management, initiative-taking attitude towards incoming requests, as well as thorough understanding of our systems and processes, while managing this vertical within the Product Marketing Team.

We have a strong focus to deliver the best-in-class member experience, whilst operating in a friendly, transparent, and multicultural environment. The Digital Product Operations Specialist role is diverse and demanding, requiring a blend of effective communication skills both in English and French, incident management and resolution, as well as good technical understanding.

TASKS AND RESPONSABILITIES

The primary objective is to effectively ensure the continuity and the operational quality of the global business, whilst demonstrating a thorough understanding of the business needs. This list is not exhaustive and acts as a guideline rather than a complete set of responsibilities.

1.1. Tasks 

  • Manage the Product Operations Team
  • Provide Operations’ support in a timely manner to stakeholders requesting changes, updates or raising issues to the Product Operations Team.
  • Gather feedback and insights to identify areas for improvement within the operations’ processes.
  • Document existing processes and flows and come up with improvements to reduce friction points.
  • Collaborate closely with the relevant teams to identify, prioritize and implement daily operational tasks.
  • Conduct testing to ensure that the proposed solution is solving the original issue on the long term.
  • Monitor tickets’ resolution and collaborate with engineering teams to develop and deploy fixes and product updates in a timely manner.
  • Monitor user engagement and feedback after the release of fix to assess their impact and effectiveness.
  • Analyze data and metrics related to user behavior, conversion rates and product usage to identify opportunities for further optimization.
  • Provide regular updates and reports to senior management on the progress of digital product operations and their impact on internal processes, user satisfaction and business goals.
  • Foster a culture of innovation and continuous improvement within the Product Operations vertical, encouraging experimentation and creative problem-solving.
  • Ensure country legal requirements are applied for the proposed solutions to be implemented.
  • Support on UATs for product releases and liaise with Technology team to manage defects and their resolution.
  • Identify impacts of other business units’ initiatives.

1.2. Stakeholder Management

  • Create and nurture long-term relationships with all stakeholders (internal Nyon office teams and individuals, market contacts, Product Team colleagues).
  • Communicate clear and concise information regarding daily activities, status, scope of work for each assigned item and expected deadlines.
  • Manage expectations regarding overall resolution of issues, as well as individual items’ statuses throughout the delivery process.

1.3. Risk Management and Escalation

  • Highlight any potential issues, blockers or stakeholder related risks to the Digital Product Manager, in a timely manner.

EDUCATION/QUALIFICATIONS

  • Education in Software Engineering or Software Project Management.
  • ITIL Certification is a plus.
  • 3-5 years of digital product operations experience.
  • Record of managing product operations tasks in a medium to large scale SaaS company.

SKILLS/EXPERIENCE

  • Fluent in both oral and written English and French, other European languages will be a plus.
  • Ability to manage, delegate, coordinate and motivate the other members in their vertical.
  • Advanced Excel skills.
  • Strong problem-solving and analytical skills, with an ability to see the small and the big picture.
  • Excellent oral and written communication skills.
  • Exceptional attention to details.
  • Strong stakeholder management skills with emphasis on building relationships with the other teams, nurturing collaboration and sharing ideas.
  • Solution-oriented with the ability to follow through initiatives from investigation, ideation to testing, analysis and implementation.
  • Good understanding of technology and issue resolution, with the ability to propose or challenge the technical assessments and feasibility, while always considering and respecting the agreed SLAs.
  • Ability to define, implement and report on relevant metrics for the Product Operations vertical.
  • Data-driven with emphasis on analysis and testing.
  • Digital savvy, with genuine interest in finding innovative solutions to daily processes and operations.
  • Strong reporting skills, with the ability to easily identify, emphasize and present in layman's terms what was the root cause, solution and proposed improvement for the addressed issue.
  • A Team Player with strong focus on people, able to create a comfortable environment where proactivity, sharing ideas and teamwork are key to problem solving and continuous improvement.
  • Proven successful track record in dynamic, fast-growing and customer-driven organization.

BEHAVIOR/ATTITUDE

  • Ability to meet tight deadlines.
  • Ability to work independently and as part of a team.
  • Willingness to quickly shift on priority or direction to help resolve high level business needs.
  • Digital savvy and excited by technology.
  • An enthusiastic and bright individual with an outgoing personality.
  • Consistency with Tenerity core values: Trust, Transparency, Teamwork.

 

  • Nyon

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