Digital Product Operations Analyst

The Product Operations Analyst will be responsible for supporting the day-to-day operations for Ria digital at a global level with a focus on EU region. This entails implementation of processes to provide production support for digital products already in the market as well as ensuring operational readiness for new products yet to be launched and includes responsibilities such as working with regional personnel to ensure performance KPIs and service SLAs are being met.
- Responsibilities
Act as a key liaison between customer care and digital products teams and handle issue management (triage, prioritization, resolution) globally
Manage backlog of defects to prioritize based on impact and severity and work with product teams to ensure timely resolution of critical issues
Work with regional and digital personnel to perform root cause analysis and measure impact of issues encountered
Identify and implement operational needs necessary to support new product launches as well as existing products already in the market
Define, implement and communicate operational processes and policies to ensure smooth and efficient operations for all digital products
Identify and implement operations improvements by using a data-driven approach to justify and measure the impact of such improvements
Reduce contact rate by promoting a digital first approach and working w/product and engineering teams to define and implement solutions that enable self-service where possible
Work with regional customer care team(s) to ensure proper processes are being followed, quality levels are being achieved and operational SLAs are being met
Participate in UAT and help support and coordinate local testing activities as needed
Be able to extract actionable insight from data including but not limited to call center data, product analytics data and various other forms of data
Facilitate communication between cross functional teams to ensure effective collaboration and manage dependencies to ensure successful delivery of solutions
Assist with training various personnel (technical and non-technical) on new processes, tools, procedures and protocols as necessary to support growing business needs
Acquire and analyze customer feedback to identify service improvements and provide product recommendation improvements to product team

**Qualifications**:
**Required Skills**:
Minimum of 2 years of work experience
Experience supporting D2C digital products in financial services, technology related or similar industry preferred
Experience using a digital first approach to servicing customer needs including use of chat bots and knowledge base to promote self-service
Creative thinking backed by strong analytical and problem-solving skills
Ability to work effectively with technical and non-technical personnel, both directly and remotely
Strong verbal and written communication skills;
Strong teamwork, coordination, organization, planning and influence skills;
Preferred Skills:
Experience with concepts such as NPS, VOC, and other CSAT methods;
Experience w/tools such as Kibana, session playback (Full Story, Log Rocket, etc), Segment, Amplitude, Google Analytics or similar a big plus
Experience w/ticketing systems such as Zendesk, Freshdesk, SalesForce or similar preferred
Familiarity with product management tools like CODA a plus.
bilingual English/Spanish speaking preferred

Ria values diversity and is proud to be an equal opportunity employer. We provide equal opportunities to all employees and applicants, regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.