Senior Platform Operations Lead
1 month ago
We are a team of experts responsible for providing top-notch troubleshooting and consulting services to internal Platform users. Our mission is to deliver exceptional user experiences by analyzing and resolving user issues, communicating with engineering teams, and implementing best solutions.
Job SummaryWe are seeking a highly skilled Senior Platform Operation Specialist to lead our platform operation specialist team. The ideal candidate will have a strong background in user operations, product technical support, and project management, with a minimum of 5+ years of relevant work experience.
Key Responsibilities- Lead platform specialists to collaborate closely with internal and external stakeholders to improve platform service efficiency and quality.
- Work with cross-functional teams to drive ticket handling efficiency improvements via ticket review, data analysis, product enhancement, workflow standardization, knowledge documentation, and training.
- Continuously monitor platform operation metrics, initiate and implement improvement changes & processes to drive operation excellence via leveraging service data insights.
- Refine and iterate the platform operation specialist team's inputs and outputs measurement system to keep alignment with the direction and goals of our partner teams and overall global operation team.
- Coordinate internal and external resources based on operational activities' requirement, priority & complexity.
- Develop the platform operation specialist team and support the members' career growth.
- Experience in escalations process management to technical issues.
- Detail-orientated, excellent problem-solving and critical thinking skills.
- Rich experience in building knowledge bases for users and internal teams.
- Great project management, stakeholders management and time management skills.
- Strong sense of ownership and accountability.
- Bachelor's degree or above, with at least 5+ years of relevant work experience in user operations/ product technical support/ product operations/ project management.
- Minimum 2+ years of people management experience.
- Minimum 3+ years of data analysis experience, strong data processing skills and data sensitivity.
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