Solution & Product Specialist
1 month ago
As the Product Operations Manager, you will play a critical role in gathering feedback, defining product requirements, managing stakeholders, improving operational processes, ensuring technical and operational efficiency, and providing technical support across the organization.
**Key Responsibilities**
As the Product Operations Manager at Parcelly, you will have several key responsibilities:
1. Feedback Analysis: Gather and analyze feedback from different teams such as network, operations, key-accounting, and sales to understand how the platform is being used. Define detailed requirements, use cases, and UX suggestions to improve process flows and product efficiency.
2. Product Requirements: Work closely with sales teams to gather feedback on customer needs and market demands. Define detailed product requirements, use cases, and product flows based on this feedback.
3. Stakeholder Interface: Act as the interface between various stakeholders within the organization, including tech-team and CTO, to manage the product features request process. Ensure effective communication and collaboration among all parties involved.
4. Process Automation: Understand and analyze manual processes and their costs within operations, key-accounting, and finance. Provide detailed insights on which processes can be automated to bring the biggest benefit to the business.
5. Solution Expertise: Utilize your expertise in the product and its operational and technical processes to provide detailed solutions to meet client requirements. Gain a deep understanding of client requirements and processes, and define operational and technical process flows to solve client requirements in a feasible and scalable way.
6. Process Monitoring: Monitor all technical and operational processes used for key accounts, ensuring durability and scalability. Conclude, monitor, and complete pre-release and post-release tests in the required timeframe. Support the tech-team in detailed testing of new features.
7. Third Party API Management: Manage third-party API and partnership tickets, ensuring resolution/response times within agreed Service Level Agreements (SLAs).
8. Product Rollouts: Share details of platform updates and provide training to Parcelly teams on how to use new/updated features. Rollout and promote utilization of new processes and features across the organization.
9. Product Training: Conduct continuous product training for all Parcelly staff to ensure product knowledge is up-to-date across the organization.
10. Technical Support: Provide 1st level support for technical incidents and bug reporting. Act as the interface between the tech-team and other teams, monitoring the resolution process, validating and reproducing issues, and providing detailed descriptions for quick resolution. If required, provide and monitor walk-around processes to maintain operational efficiency.
11. End-to-End Testing: Keep End-to-End testing checklists up-to-date, covering all key features and process flows used to operate key accounts.
12. SAAS-Tool Management: Manage and optimize company-wide SAAS-Tools to ensure efficient utilization.
13. IT-Hardware and Infrastructure Purchasing: Manage company-wide IT-Hardware and infrastructure purchasing to ensure procurement is done effectively and efficiently.
**Requirements**:
- Strong product management skills: Demonstrated experience in product management, including gathering feedback, defining product requirements, and overseeing product development and release cycles.
- Analytical mindset: Ability to analyze data and feedback from different teams to identify patterns, trends, and opportunities for process improvement and product efficiency.
- Excellent communication and collaboration skills: Strong verbal and written communication skills, with the ability to effectively communicate with cross-functional teams, stakeholders, and clients. Proven ability to collaborate and work with diverse teams to achieve common goals.
- Technical aptitude: Understanding of technical concepts, software development lifecycle, and API integrations. Ability to work closely with tech-team and CTO to provide technical insights and solutions to meet client requirements.
- Process improvement mindset: Proven experience in identifying manual processes that can be automated, optimizing operational processes, and driving process improvements to increase efficiency and scalability.
- Customer-centric approach: Ability to gather and analyze feedback from sales teams, clients, and the market to understand customer needs and translate them into detailed product requirements.
- Project management skills: Strong organizational skills, with the ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
- Problem-solving skills: Ability to identify issues, troubleshoot, and propose solutions to technical and operational challenges. Proactive approach to problem-solving, with the ability to think critically
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