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As a Senior Manager, Operations Strategy, you’ll play a pivotal role in driving improvements to customer experience from a product operations perspective, with a particular focus on GTPN and Pay Out products. You will leverage data-driven insights to identify and address key factors impacting client user experience, working cross-functionally to deliver tangible improvements in product performance and operational efficiency.
Job Responsibility:
Lead strategic projects to improve customer experience from a product operations perspective, especially for Business Account product
Review and analyze all tickets submitted by clients about product issues, identifying key factors that may affect client user experience
Use data-driven approaches (SQL, Python) to uncover trends, root causes, and actionable insights from customer support and product data
Partner cross-functionally with Product, Engineering, Customer Support, and other teams to drive initiatives that enhance product performance and customer satisfaction
Design and implement process improvements to streamline operations and reduce customer pain points
Prepare and present clear, compelling recommendations and progress updates to senior management and stakeholders
Handle special projects and ad-hoc requests, including deep dives on issues identified by leadership or functional teams
Requirements:
Bachelor’s degree in Business, Finance, Technology, or a related field
6-8 years of experience, preferably with a fast-growing tech startup, top-tier strategy/management consulting, or equivalent
Strong analytical and problem-solving skills, with proficiency in SQL and Python for data analysis
Strong communication skills—assertive, direct, and able to synthesize and present complex information simply and effectively
Proven experience in ticket analysis, customer support metrics, and process improvement
Exceptional stakeholder management and influencing skills
Highly resilient, adaptable, and thrives in a fast-paced, high-growth environment
Nice to have:
Experience in the fintech or payments industry
Experience with A/B testing and experimentation techniques
Familiarity with product operations, customer experience, and cross-functional project management