Senior Product Operations Strategist

hace 14 horas


San Francisco, Heredia, Costa Rica Experian A tiempo completo
About the Role

Experian is seeking a Senior Product Operations Strategist to join our team. As a key member of our Product Operations department, you will be responsible for managing ongoing and time-sensitive Product Operations support for product functions in our ECS Direct-to-Consumer portfolio.

Main Responsibilities:

  • Oversee the strategy and management of daily operations of customer escalations tied to different products, focusing on pre-launch process creation and post-launch production support.
  • Lead research, investigation, and management of customer escalations to determine cause and next-step recommendations.
  • Be the Subject Matter Expert (SME) for important product features in the ECS product portfolio, along with the supporting systems and technologies.
  • Guide collaboration with other teams (such as Product, Technology, Customer Care, BusOps), and external partners to track, guide, and resolve customer escalations in a systematic.
  • Lead data analysis: capture, organize, and surface customer feedback & escalations analytics data in high impact, accessible ways to facilitate product & customer insights.
  • Lead the administration and support of product & operational standards and processes for the ongoing operation of products, customer escalations, and feedback.
  • Help define the Product Operations roadmap. Identify opportunities for process improvements, and lead the definition, communication and execution of those improvements.
  • Facilitate and project manage sensitive issue handling for close-loop resolution including assessment, research, remediation.
  • Scale and share product knowledge across the organization for new or updated product features (e.g. creating/maintaining a knowledge base, internal training).

This role reports to the Director, Product Operations.

What We're Looking For
  • Bachelor's degree with 5+ years of experience in product operations, operations strategy, product analytics, data analyst, or similar systems analytical roles that worked with Product and Engineering teams.
  • Adept in SQL, Excel (can perform complex functions), Python, and data tables – experience working with big data and writing advanced PostgreSQL queries (AWS Redshift & DynamoDB experience).
  • Experience working with data visualization and business intelligence software (e.g. Tableau).
  • Experience with Serverless Computing systems (e.g. AWS Lambda, Microsoft Azure Functions, IBM OpenWhisk).
  • Knowledge in Agile software tools (e.g Jira) and methodologies.
  • Excellent technical knowledge, curiosity, and familiarity with new technologies, APIs, programming languages, and databases.
  • Experience with complex direct-to-consumer products and systems.
  • Ability to summarize data from multiple data sources to inform and support critical decisions about the product strategy, with experience building dashboards using visualization tools.
  • Experience building trusted partnerships with Product, Operations, and Technology teams.
  • Ability to manage multiple complex workstreams in a regulated environment is critical.
  • Ability to produce and present analyses and business cases to all kinds of partners.
Salary and Benefits

The estimated salary for this role is $120,000 - $180,000 per year, depending on experience. Experian offers a comprehensive benefits package, including medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work, Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

Our Culture

We celebrate diversity and inclusion at Experian. Our uniqueness is that we celebrate yours. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award winning; Great Place To WorkTM in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few.



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