Platform Operations Lead

About MFan
MFan is Vietnam's first fandom business platform, developed and operated by MMusic, empowering artists to build, own, and manage their fan communities.
Through membership, ticketing, merchandise, fan missions, and exclusive content, MFan connects artists and fans within one unified ecosystem - where fandom becomes both meaningful and sustainable.
The Platform Operations Team plays a key role at the intersection of artists, technology, and fan experience, ensuring smooth onboarding, stable operations, and high service quality for every fandom on the platform.
Position Overview
The Platform Operations position acts as the operational bridge between artist partners and the platform, responsible for system setup, daily operations, issue resolution, and partner support.
You'll ensure that every artist and label can run their fandom page effectively while maintaining seamless fan experiences on MFan.

Key Responsibilities
1. Partner Setup & Onboarding
Support artist and label teams in setting up and configuring their fandom pages, including:
Membership tiers, benefits, and pricing.
Merch store, event ticketing, and exclusive content modules.
Access control, content visibility, and purchase flow.
Train and guide partners on how to use the MFan admin dashboard (content upload, member management, sales tracking, etc.).
Ensure each fandom is properly onboarded and fully functional before launch.
2. Platform Operations & Issue Handling
Monitor daily operations of key platform modules (membership, store, event, ticketing).
Identify, log, and resolve system or operational issues (payment errors, access rights, display bugs, user complaints).
Coordinate with Product Manager and technical teams for troubleshooting and verify fixes before deployment.
Maintain detailed issue tracking and provide progress updates to artist/label partners.
3. Cross-Team Collaboration
Work cross-functionally with:
Artist Partnership Team → align on fandom launch timelines and updates.
Product & Tech Team → report bugs, test features, confirm releases.
Finance & Legal Team → verify payment flow, invoicing, and compliance.
Customer Support Team → assist with fan-side issues or refund cases.
Participate in regular review meetings to share insights and improve workflows.
4. Documentation & Process Management
Create and maintain internal documentation (admin manuals, onboarding checklist, issue logs).
Standardize setup and issue-resolution procedures to ensure operational consistency.
Proactively suggest improvements to coordination processes between MFan and external partners.