Product Operations

Tanggung Jawab

Manage day-to-day product operations, including partner onboarding, location setup and configuration, and monitoring of live locations and transactions

Create monthly operational plan and report to Product Operations Lead

Coordinate with product manager and engineering team on release readiness: checklist, rollout schedule, partner communication, and post-release verification

Translate recurring operational issues, client complaints, and feature requests into clear and prioritized backlog items for product managers, supported by data

Coordinate with client representatives and other related parties in handling feature requests, complaints, and service issues at all levels

Triage, escalate, and follow up on incidents with engineering and finance until resolved, and run root-cause analysis to prevent repeat issues

• Monitor SLA, data quality, and accuracy of reconciliation and settlement, and follow up on any discrepancy
• Create and maintain SOPs, documentation, and knowledge base for operational processes, including migration and post-migration procedures
• Generate operational reports and insights (volume, SLA, error rate, escalations, manual effort) for upper management and product team
• Create timeline and schedule for ongoing or new rollout and operational projects
• Identify manual or repetitive processes and work with product and engineering to automate or productize them
• Maintain good relations with clients and partners, and respond to all client groups
• Support internal management in following up invoices and billing-related issues with clients
• Collaboration with Support and Support Engineer Team to assist on location enablement checklist and issue handling.

Kualifikasi

• Minimum Bachelor degree from reputable university in any majors (Computer Science, Information Systems, or Business is a plus)
• Having 2 - 4 years of professional experience in product operations, product management, business operations, or related field
• Experience handling operational processes, PRD or requirement documentation, and project timelines
• Strong understanding of end-to-end product flow, ideally in payments, fintech, or B2B products
• Strong critical thinking, intellectual curiosity, and problem-solving capabilities
• Strong analytical and report writing skills, with ability to turn operational data into clear insights and recommendations
• Excellent in Microsoft Excel and spreadsheets; basic SQL or BI dashboard experience is a plus
• Good project management and time management skills

Excellent communication and interpersonal skills, with ability to coordinate effectively with internal teams, cross-functional teams, and external partners

• Good decision-making skills, including under pressure during incidents or escalations
• Experience in B2B environment is a plus
• Proactive, organized, and a self starter
• Able to learn and adapt quickly to a changing environment
• Willing to work from office (Jakarta Pusat, Cideng, Gambir)