About the job Deputy Head of Product Operations (Relocate to Bangkok Provided)
Role overview:
Our client is seeking a dedicated and experienced professional to join their innovative team at a rapidly growing seed-stage company. Reporting directly to the Head of Product, you will play a pivotal role in enhancing the product operations. The ideal candidate will be responsible for coordinating advanced support processes, overseeing cross-function initiatives, coordinating with vendors, and providing cross-functional support to internal stakeholders.
Responsibilities:
- Operations Management:
Act as point of contact for all questions Product towards internal stakeholders
Oversee cross-functional company initiatives with Tech, Marketing, Sales, and Support
Ensure prompt delivery of feature launches including coordination of training, documentation, marketing initiatives, finance, release schedules, and others
- Advanced Support Management:
Own, oversee, and coordinate escalated tickets, debug complex issues, coordinate issues with external parties, etc.
Oversee the delivery of data migrations for new client onboarding
- Operational Sales Support:
Provide technical expertise for sales needs including assisting with data migrations, Open API questions, setting up of advanced features, nontechnical questions, and others
Coordinate with the internal teams of QA, Engineering, Product, Support, Marketing, and Sales for critical issues helping to acquire and/or retain key clients
- Process Management & Scalability:
Establish and refine processes and optimizations to allow to scale the operations with existing resources
Oversee the setup, configuration, and continuous enhancement of internal tools such as Retool, Jira, Intercom, Zapier, and others to improve and scale internal processes to ensure quick and qualitative delivery of projects/processes
Requirements:
- Proficiency in English (both written and verbal)
- Experience in Product Management/Manager/Operations for more than +5 years
Strong independent project ownership and cross-functional collaboration skills
Excellent communication abilities to align stakeholders and convey critical information quickly & effectively
Exceptional project management skills and structure
Exceptional organizational and prioritization skills
Proficiency with process management tools such as Jira, Jira Service Desk, Intercom, and Notion
Demonstrated experience in developing and optimizing organizational processes
Demonstrated data-driven decision-making and working style
Familiarity with software products and SaaS
Proactive and result-driven working style
Nice to have:
Proven track record of building processes in large organizations, particularly within Product Management and/or Operations
Experience working with external partners and vendors
Familiarity with tools such as Intercom, HubSpot, Retool, and BI Tools such as Tableau or PowerBI
Knowledge of process automation tools like Zapier