Job Requirements
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Skills
Job description for Platform Operations Lead at Borong Indonesia
- Developing, managing, and administering service management best practices.
- Monitoring SLA performance for compliance with organizational needs and requirements.
- Facilitating communication between the IT department and its clients in order to define and maintain the SLAs required for each business unit.
- Tracking customer experiences across online and offline channels, devices, and touchpoints.
- Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
- Documenting processes and logging technical issues, as well as customer compliments and complaints.
- Research and define the customer segments served by the company's products. This will be based on developing a deep understanding of customer goals, the value customers derive from the product, and the business capabilities and digital strategies of the business domain.
- Work closely with product teams to convey the product vision, continuously verify that the product fulfils that vision (as measured by customer value and business outcomes) and help the team ensure it is building the right product goals and priorities
- Possess Bachelor’s degree, Post Graduate Diploma, or Professional Degree in relevant field
- Relevant experience in related field
- Familiar with latest digital platforms and technologies trends
- Personal traits: Driven, Resourceful, Optimistic, Passionate, Empathy, and Elevate
- Have the ability to perform under pressure in a fast-paced and challenging team environment.
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