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)