Accountabilities:

• Use product back-end systems and tools to support premier programmatic solutions for customers.
• Manage Sales and stakeholder requests for product and system setup, configuration, and updates.
• Support platform activities and back-end system administration.
• Assist with special projects and other activities that support product teams.

• Monitor internal customer cases and investigate product issues.
• Coordinate the timely review and resolution of product issues with Technology, Operations, and Sales teams.
• Identify issues, evaluate available information, and recommend practical solutions while considering business and customer needs.

• Create, track, and manage development tickets for identified issues and update requests.
• Ensure issues and update requests are appropriately documented.
• Follow development tickets through to resolution.

• Assist with system testing activities that support product and operational requirements.

• Create and maintain internal system and process documentation for internal stakeholders.
• Produce and distribute ad hoc and recurring product and operational reports.

• Attend and actively participate in development ceremonies and other cross-functional product meetings.

• Utilize AI to create tools and procedures that improve the efficiency of product operations activities.
• Use generative AI tools to support documentation, reporting, and day-to-day operational tasks.

Qualifications:

• Bachelor’s degree holder.
• At least 4 years of relevant experience in product operations, platform operations, system administration, technical support, application support, or a related operational role.
• Strong technical proficiency and the ability to quickly adapt to and effectively utilize new systems, applications, and technologies.
• Ability to identify issues, evaluate available information, and recommend practical solutions while considering business and customer needs.
• Basic proficiency with generative AI tools, such as ChatGPT, Microsoft Copilot, or Claude, to support documentation, reporting, and day-to-day operational tasks.
• Strong attention to detail and communication skills, with the ability to maintain accuracy while being proactive and managing multiple priorities and deadlines.
• Ability to communicate clearly and concisely with colleagues across internal departments, including Product, Technology, Sales, Marketing, and Support.

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

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