Job Description
About ConnectPOS
ConnectPOS is a leading omnichannel POS SaaS platform serving retailers across Southeast Asia, the Americas, Africa, and ANZ. We integrate natively with Magento, Shopify, BigCommerce, WooCommerce, and other major eCommerce platforms.
As our platform continues to scale globally, we are looking for a Product Operations Lead to strengthen product execution, operational stability, and cross-functional delivery across teams and regions.
1. THE ROLE:
This is an execution-focused product leadership role responsible for ensuring strong operational delivery across the ConnectPOS platform.
You will lead the day-to-day product operation process across multiple teams and stakeholders, ensuring:
- Business priorities are translated into executable product initiatives,
- Releases are delivered predictably and safely,
- Operational issues are handled effectively,
- And cross-functional teams remain aligned throughout the product lifecycle.
This is a player-coach role requiring strong ownership, operational discipline, and the ability to coordinate effectively across Product, Engineering, QA, Customer Success, Sales, Partnerships, and leadership teams in a fast-moving SaaS environment.
Market research and commercial direction are primarily driven by leadership, Marketing, and
Business Development teams. Your responsibility is to operationalize those priorities into scalable product execution and stable platform delivery.
2. KEY RESPONSIBILITIES:
Lead Product Operations & Delivery
- Lead and coordinate product execution across multiple product streams and delivery teams.
- Manage and mentor Product Owners,
Business Analysts, and related product operations members.
- Establish and continuously improve operational product workflows, including requirement intake, specification, prioritization, sprint planning, release management, post-release review, and operational follow-up.
- Ensure user stories, specifications, and product documentation maintain high quality and consistency standards.
- Drive execution visibility, accountability, and delivery coordination across teams.
Execute Product Roadmaps
- Translate business priorities and market requirements into executable product roadmaps and delivery plans.
- Partner closely with Engineering and QA teams to manage scope, dependencies, timelines, and delivery risks.
- Coordinate cross-functional dependencies involving integrations, infrastructure, platform services, and external partners.
- Support prioritization decisions by balancing customer impact, operational impact, technical feasibility, delivery capacity, and platform stability.
- Ensure roadmap execution remains aligned with operational realities and company priorities.
Ensure Product Stability & Operational Excellence
- Treat platform stability and release quality as core operational responsibilities.
- Own operational health tracking and reporting, including uptime/SLA, incident frequency, regression rates, release quality, MTTR, and platform reliability metrics.
- Coordinate incident response and escalation handling with Engineering and Customer Success teams.
- Ensure recurring operational issues are resolved systematically rather than repeatedly patched.
- Strengthen release governance processes, including QA gates, staged rollouts, rollback planning, release communication, and post-release monitoring.
- Drive continuous improvement initiatives around operational efficiency, product reliability, and technical debt management.
Coordinate Cross-Functional Stakeholders
- Act as the operational coordination point between Product, Engineering, QA, Customer Success, Sales, Marketing, Partnerships, and leadership teams.
- Ensure stakeholder expectations, delivery priorities, and execution timelines remain aligned.
- Maintain strong operational feedback loops with Customer Success and Support teams.
- Coordinate with external integration and technology partners where required.
- Support executive reporting through clear delivery updates, operational metrics, and escalation visibility.
Requirements
- 3+ years of experience in Product Management, Product Operations, Delivery Management, Technical Program Management, or related cross-functional leadership roles within SaaS environments.
- Experience coordinating cross-functional delivery teams involving Product, Engineering, QA, and business stakeholders.
- Strong operational ownership mindset with proven experience managing delivery execution and release processes.
- Experience working with live SaaS products requiring high operational stability and reliability.
- Strong understanding of APIs, integrations, system dependencies, release pipelines, and technical trade-offs.
- Comfortable working closely with Engineering teams in technical discussions and production issue coordination.
- Experience managing operational metrics such as uptime, incident rates, release quality, regression rates, and delivery performance.
- Strong communication and stakeholder management skills across multiple teams and regions.
- Excellent written and verbal English communication skills.
Nice to Have
- Experience in retail technology, POS, eCommerce, payments, or omnichannel systems.
- Familiarity with Magento, Shopify, BigCommerce, or WooCommerce ecosystems.
- Experience working with integration-heavy SaaS platforms.
- Exposure to DevOps, SRE, or platform reliability practices.
- Experience working with global or cross-timezone teams.
What Success Looks Like
Within the first 6-12 months, success in this role would typically include:
- Improving delivery predictability and release coordination.
- Reducing regression issues and operational escalations.
- Strengthening product execution processes and cross-team accountability.
- Improving visibility across roadmap execution and operational health metrics.
- Building a more scalable and stable operational foundation for product delivery as ConnectPOS continues to grow globally.
Benefits
At SmartOSC, we offer the best to your values
- Attractive salary package with performance bonus (upto 4x M gross)
- Salary review twice a year
- Flexible working hours
- Premium healthcare package
- Professional English-speaking working environment
- Opportunity to work on a large-scale global SaaS platform serving multiple international markets
- Career development and certification sponsorship
- Free English and professional training programs
- Annual company trips and team-building activities
- Additional employee engagement activities, clubs, and internal events
Note: By submitting your resume for this position, you acknowledge and consent that the Company may collect, use, store, disclose (where necessary), and otherwise process your personal data for recruitment-related purposes, including evaluating your application, communicating with you, and making hiring decisions. Your personal data may be shared with relevant third parties involved in the recruitment process on a need-to-know basis. You acknowledge and consent that the Company shall retain your personal data for as long as necessary to fulfil the above purposes or to comply with applicable legal obligations. Where permitted by applicable law, you may submit a written request for the deletion of your personal data.