Product Operations Specialist
Summary:
The Product Operations Specialist supports the day-to-day product operations and availability of products through system setup and configuration, production maintenance, and issue review and resolution. This role assists with system testing, supports and attends product meetings and development ceremonies, creates and maintains operational documentation, and provides ongoing and ad hoc reporting to support product and operational activities. The Product Operations Specialist works with Technology and Operations teams to resolve product issues. The role also assists with special projects and activities that support product teams and uses AI to create tools and procedures that improve operational efficiency.
Accountabilities:
Product and Platform Operations:
Use product back-end systems and tools to support premier programmatic solutions for customers.
Manage Sales and stakeholder requests for product and system setup, configuration, and updates.
Support platform activities and back-end system administration.
Assist with special projects and other activities that support product teams.
Issue Review and Resolution:
Monitor internal customer cases and investigate product issues.
Coordinate the timely review and resolution of product issues with Technology, Operations, and Sales teams.
Identify issues, evaluate available information, and recommend practical solutions while considering business and customer needs.
Development Ticket Management:
Create, track, and manage development tickets for identified issues and update requests.
Ensure issues and update requests are appropriately documented.
Follow development tickets through to resolution.
System Testing:
Assist with system testing activities that support product and operational requirements.
Documentation and Reporting:
Create and maintain internal system and process documentation for internal stakeholders.
Produce and distribute ad hoc and recurring product and operational reports.
Product Meetings and Development Ceremonies:
Attend and actively participate in development ceremonies and other cross-functional product meetings.
Operational Efficiency and AI:
Utilize AI to create tools and procedures that improve the efficiency of product operations activities.
Use generative AI tools to support documentation, reporting, and day-to-day operational tasks.
Qualifications:
Bachelor’s degree holder.
At least 4 years of relevant experience in product operations, platform operations, system administration, technical support, application support, or a related operational role.
Strong technical proficiency and the ability to quickly adapt to and effectively utilize new systems, applications, and technologies.
Ability to identify issues, evaluate available information, and recommend practical solutions while considering business and customer needs.
Basic proficiency with generative AI tools, such as ChatGPT, Microsoft Copilot, or Claude, to support documentation, reporting, and day-to-day operational tasks.
Strong attention to detail and communication skills, with the ability to maintain accuracy while being proactive and managing multiple priorities and deadlines.
Ability to communicate clearly and concisely with colleagues across internal departments, including Product, Technology, Sales, Marketing, and Support.
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
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