Responsibilities
- Monitor tool performance metrics consistently to ensure high uptime, rapid ticket resolution, and overall operational efficiency;
- Establish feedback loops with the support team to continuously refine tool functionalities based on real-world challenges and advertiser requirements;
- Perform in-depth analysis of assessment scores and trends in Customer Experience and Product failure points across Process, Product, and operational policies;
- Gather insights from various channels (internal and external teams) QA and amalgamate them for actionable insights;
- Gathering in industry knowledge and best practices to improve CSAT;
- Ensure all managed tools deliver an intuitive, smooth, and efficient user experience for advertisers;
- Gather and integrate feedback from users to facilitate continuous tool refinement;
- Analyze data and feedback to identify trends and opportunities for improving tools and the overall advertiser experience;
- Identify relevant data sources, extract data for analysis, and apply analytics tools independently to generate insights;
- Perform in-depth analysis of assessment scores and trends in Customer Experience and Product failure points across Process, Product, and operational policies.
Qualifications
- BA/BS degree or above with 5+ years of product operations experience with digital advertisement products or on saas platforms;
- Familiar with advertising solutions on Google, Meta, and Snapchat platform is a plus;
- A fast learner and self-starter with a good sense of judgment and critical thinking skills;
- Experience building business cases from market research and analysis;
- Excellent communication and organizational skills with demonstrated experience collaborating with different teams and managing multiple stakeholders to achieve business objectives;
- Strong data and business analysis skills; comfortable with spreadsheets;
- Knowledge of MS Excel, Power BI, Tableau or Lookerstudio is a plus;
- Experience working in a sales/client-facing capacity.
