Product Operations

Mô tả Công việc
Yes4All is one of the leading brands for home sporting goods & furniture in the e-commerce market. Founded in 2010, we have strived to be in the top 1% retailers on Amazon US. Based in California with an operation office in HCMC, we have more than 400 young and talented members with expert knowledge and experience in the e-commerce industry.
We are on an ambitious journey to dominate not only Amazon's sporting goods market but also to enter new e-commerce markets from many regions like Canada, Europe, Japan. Besides, Home sporting goods, Furniture, Outdoor and Gardening are also great opportunities that we desire to occupy and create significant values. With our steady knowledge in E-commerce, Yes4All started to provide end to-end ecommerce-enabler service in order to help Vietnamese and global manufacturers or struggling sellers bring their products to the US & International markets.
POSITION OVERVIEW
We are seeking a highly motivated and detail-oriented individual to join our team as an IT Product Operations Specialist focused on customer success. In this role, you will be responsible for ensuring the smooth operation and optimal utilization of our IT products and services, with a primary focus on enhancing the overall customer experience and satisfaction. You will work closely with cross-functional teams to identify areas for improvement, implement solutions, and drive continuous enhancements to our products and processes.
KEY RESPONSIBILITIES
Customer Success Management:
Develop and maintain strong relationships with customers to understand their needs, challenges, and goals.
Serve as the primary point of contact for customer inquiries, issues, and escalations related to IT products and services.
Proactively identify opportunities to enhance customer satisfaction and drive value through our products and services.
Collaborate with customers to gather feedback, address concerns, and ensure their requirements are met effectively.
Product Operations:
Monitor the performance and usage of IT products and services, identifying areas for optimization and improvement.
Coordinate with internal teams, including product development, engineering, and quality control, to prioritize and address customer needs and requirements.
Assist in the deployment and configuration of IT products and services, ensuring smooth implementation and user adoption.
Conduct regular product demonstrations, training sessions, and workshops for customers to promote product awareness and usage.
Process Improvement
Analyze customer support metrics, trends, and feedback to identify opportunities for process optimization and efficiency gains.
Develop and implement strategies to streamline workflows, automate repetitive tasks, and enhance the overall customer support experience.
Collaborate with cross-functional teams to drive continuous improvements to product documentation, knowledge base articles, and self-help resources.
Quality Assurance
Monitor product performance and stability in production environments, promptly addressing any issues or anomalies that arise.
Work closely with QC teams to develop test plans, test cases, and testing methodologies to ensure comprehensive test coverage.
Customer Success Management:
Develop and maintain strong relationships with customers to understand their needs, challenges, and goals.
Serve as the primary point of contact for customer inquiries, issues, and escalations related to IT products and services.
Proactively identify opportunities to enhance customer satisfaction and drive value through our products and services.
Collaborate with customers to gather feedback, address concerns, and ensure their requirements are met effectively.
Product Operations:
Monitor the performance and usage of IT products and services, identifying areas for optimization and improvement.
Coordinate with internal teams, including product development, engineering, and quality control, to prioritize and address customer needs and requirements.
Assist in the deployment and configuration of IT products and services, ensuring smooth implementation and user adoption.
Conduct regular product demonstrations, training sessions, and workshops for customers to promote product awareness and usage.
Process Improvement
Analyze customer support metrics, trends, and feedback to identify opportunities for process optimization and efficiency gains.
Develop and implement strategies to streamline workflows, automate repetitive tasks, and enhance the overall customer support experience.
Collaborate with cross-functional teams to drive continuous improvements to product documentation, knowledge base articles, and self-help resources.
Quality Assurance
Monitor product performance and stability in production environments, promptly addressing any issues or anomalies that arise.
Work closely with QC teams to develop test plans, test cases, and testing methodologies to ensure comprehensive test coverage.