Product Operations Manager, Experience Ops, Strategy & Workflow - USDS

ollows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Acting as the Product team's business partner to the operations team. Possess a profound understanding of the platform and tool-related pain points that operational teams face daily. Provide product optimization recommendations from an operational perspective.

• Establish a data monitoring system to proactively track user experience, identify risks, and detect abnormal fluctuations from user feedback. Enable the team to promptly report bugs and issues, while also providing data to support continuous business optimization.
• Regularly review and optimize rules and strategies related to user experience. This includes improving our issue management workflow, from identification and reporting to assessment, resolution, and review.
• Collaborate closely with operation team leads to ensure that our workflow and tooling designs directly contribute to the goals for bug detection and resolution.
• Handle all experience operation related configuration work, including permissions management, automated notifications, automated user assignments, skill-based routing, and maintenance of auto-reply logic.
• Collaborate with PM and R&D to organize pre-launch testing with the operations team. Provide training to the operations team on how to use new features.
• Manage bug reporting: Act as the central point for reporting bugs encountered by the operations team in their daily use of tools and platforms, Keep track of issue life-cycle metrics to and use the metrics to drive the R&D team to resolve these issues in a timely manner.

Qualifications

Minimum Qualifications:

• Bilingual proficiency in Mandarin, with the ability to communicate effectively with engineering teams based in China and to read and draft professional work documents in Chinese.
• 4 years of work experience, in-depth understanding and judgment of industry development, user experience, and competitor dynamics, with keen insight and analytical skills.
• Bachelor's degree or above.
• Strong analytical skills with the ability to assess cases and the ability to break down complex issues, structure operational improvements, and implement effective solutions
• Demonstrated ability to drive key metric improvements through process management; Comfortable generating creative solutions, leveraging technology and tools to enhance both individual and team performance

Preferred Qualifation:

• Experience working with global counterparts.

As a condition of employment, all successful candidates must be able to establish authorization to work in the United States. For this position, the Company does not provide sponsorship for any immigration-related benefits.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $88000 - $202667 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.