Role Summary:
This role sits within the Client Experience department, focusing on understanding Customer Service workflows and operations, and translating them into scalable, system-driven solutions. The Product Operations executive will act as a key bridge between Customer Service and product teams, driving process optimization, automation, and continuous product improvements to enhance operational efficiency and customer experience.
Job Responsibilities:
- Business Process Mapping & Optimization
- Gain a deep understanding of Customer Service workflows and operations within the Client Experience department
- Map out existing manual processes, identifying inefficiencies and risk points
- Design standardized and scalable business processes and SOPs
- Define key functional logic, data fields, process nodes, and exception-handling mechanisms
- Product Requirement Development
- Act as a bridge between Client Experience (Customer Service) and product teams to translate operational needs into product improvements
- Clearly articulate Customer Service workflows and requirements to product teams, ensuring accurate implementation
- Based on business pain points, produce clear and comprehensive Product Requirement Documents (PRDs)
- Transform manual processes into system-driven and automated solutions (e.g., rule engines, approval workflows, configurable tools)
- Cross-functional Collaboration & Execution
- Work closely with product managers and technical teams to drive requirement reviews, development, and deployment
- Liaise with relevant product departments to improve system capabilities supporting Customer Service operations
- Track project progress, coordinate resources, and ensure timely delivery
- Participate in UAT testing to ensure features meet business needs and enhance operational efficiency
- Establish key performance indicators (KPIs), continuously track post-launch performance, and analyze data (efficiency gains, manpower savings, error rates, etc.)
Requirements
Job Requirements:
- Experience Requirements
- Bachelor’s degree or above; preference for majors in Finance, Economics, Information Management, or related fields
- At least 3 years of experience in product operations, business operations, Customer Service operations, or related roles
- Experience in fintech, trading platforms, payments, brokerage, or forex industries is preferred
- Core Competencies
- Strong process mapping skills: ability to structure and standardize complex Customer Service workflows
- Product mindset: ability to translate operational/business problems into product requirements
- Strong communication and stakeholder management skills: able to effectively collaborate with Customer Service, product, and technical teams
- Project execution skills: experience in driving projects end-to-end from requirements to launch
- Data analysis skills: able to evaluate optimization outcomes through data
- Technical/Professional Skills (Preferred)
- Experience in process automation, rule engines, or risk control systems
- Familiarity with PRD writing, Axure/Figma, or workflow diagram tools
- Basic SQL or data analysis skills are a plus
- Personal Attributes
- Results-oriented with strong execution ability
- Logical, detail-oriented, and meticulous
Benefits
What we can offer you:
- Life Insurances
- Team Building