Product Operations Specialist

Our client, one of Asia-Pacific’s leading organizations is looking for:
Product Operations Specialist

Responsibilities:

• Own operational readiness for pilots, feature launches and phased roll-outs, including readiness criteria, stakeholder communications, training, support materials and go-live checklists.
• Coordinate dependencies and decision points across product, engineering, UX, operations, service desk, local administrators and vendors.
• Plan user onboarding and change activities that help educators understand new capabilities and adopt them with minimal disruption.
• Run post-launch reviews and translate lessons into improved playbooks, controls and ways of working.
• Design and maintain support models, triage paths, escalation matrices, runbooks and ownership boundaries for self-service and assisted-support journeys.
• Monitor operational health, service levels, failure points and recurring support demand; coordinate incident response and follow-through with accountable teams.
• Drive problem-management reviews for recurring issues and ensure root causes, corrective actions and user communications are tracked to closure.
• Maintain accurate operational documentation and knowledge content so schools and support teams receive consistent guidance.
• Establish systematic feedback loops across in-product feedback, engagement, support cases, user research and stakeholder channels.
• Define and maintain dashboards for adoption, completion, drop-off, escalation, turnaround time, support deflection, satisfaction and other agreed product-health measures.
• Synthesize operational data and user feedback into actionable insights for product prioritisation, service improvement and release decisions.
• Partner with Product Management and UX to close the loop with users and track how validated insights convert into product or process improvements.

Requirements:

• 3–5 years of professional experience in product operations, digital product delivery, service operations, business analysis, project management or a related role in a technology environment.
• Demonstrated ownership of launches, operational processes or ongoing support for a digital product or service.
• Strong analytical skills and the ability to turn product, operational and user data into clear recommendations; working proficiency with spreadsheets and dashboarding or visualisation tools.
• Experience with agile product delivery and tools such as Jira, Confluence or equivalent.
• Practical understanding of incident, problem, change or service management practices; formal ITIL certification is advantageous but not required.
• Experience designing SOPs, playbooks, metrics, feedback loops and cross-functional operating cadences.
• Strong systems thinking and attention to detail, with the judgement to distinguish one-off exceptions from patterns that need scalable solutions.
• Excellent written and verbal communication, facilitation and stakeholder-management skills, including the ability to influence without formal authority.
• Comfortable working autonomously in ambiguous environments and moving between strategic improvement and hands-on execution.
• User-centred and service-minded, with empathy for educators and support teams working under operational pressure.

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Interested applicants can also email CV at jagveer@nsearchglobal.com (for faster processing, please state the exact job / position title applied “Product Operations Specialist"

Only shortlisted candidates will be notified.

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EA License Number: 10C3636
EA Personnel Name: Jagveer Singh Arora
EA Personnel Registration Number: R22109615

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