Senior Product Operations

Berg Technologies; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Berg Technologies in Bengaluru is seeking a Senior Executive to think strategically about customer behavior in e-commerce and to collaborate with Product, Tech, and Business teams.

You will triage and debug front- and backend issues, help backend changes go live smoothly, and contribute to process improvements and knowledge documentation for the catalog and seller systems.

Qualifications

• Demonstrated ability to communicate complex technical problems clearly.
• Present information professionally with supporting data.
• High attention to detail and ability to manage multiple priorities.
• Strong teamwork and willingness to roll up sleeves to get the job done.

Responsibilities

• Diagnose and troubleshoot technical issues raised via internal and seller support teams and resolve per SLAs.
• Escalate unresolved issues to appropriate teams and follow up for resolution.
• Refer to internal databases or external resources to provide accurate tech solutions.
• Identify trends from issues and publish reports with insights.
• Document technical knowledge in notes and manuals.
• Collaborate with Tech on process improvements and WoW discussions.
• Understand online shopping flow related to product discovery and interpret problem statements for actionable discourse.

Skills

Communication skills

Data analysis

Teamwork

Problem solving

Scripting

MS Excel

Education

Bachelor's or Master's in Technical or Sciences

Tools

MS Excel

Job description

About Your Role:

• We are looking for a Senior Executive with ability to think broadly and strategically understand customer behaviour in E-Commerce or similar domain/platform.
• You will be working and collaborating closely with the Product Managers, Tech and the Business teams. You are expected to bring innovative ideas and initiate processes to measure or resolve issues related to catalog and seller end systems along with user-advocacy.
• You will be responsible for triaging & debugging issues(front & backend) & ensuring in helping backend changes go live smoothly.

Your Responsibilities:

• Diagnose and troubleshoot technical issues raised via internal & seller support teams & resolve as per agreed upon SLAs.
• Escalate unresolved issues to appropriate teams & follow up for resolution.
• Refer to internal databases or external resources to provide accurate tech solutions wherever applicable.
• Identify trends/patterns from issues & publish reports with insights.
• Document technical knowledge in the form of notes and manuals.
• Participate in WoW discussion around process improvement, with Tech & Product.
• Understand the flow of online shopping in relation to product discovery and to interpret the problem statements in a logical way or to define the problem statements in easily understandable ways for actionable discourses.
• To collaborate with Business teams in understanding the respective discovery, catalog end challenges and strategizing to manually intervene for discovery pains.
• Display remarkable qualities of ownership.
• Liaison with the Internal Ops team within the Catalogue function, Engineering & Category Teams.
• Work with the Engineering team & provide tech on-call support by running various scripts/commands.

Preferred Qualifications:

• A bachelor/master's degree in a Technical or Sciences field(Preferred: Computers).
• You should be a Web-savvy/ Tech/Ops savvy individual who is a take-charge team player, as well as a quick learner and you are strongly interested in interpreting the why’s and how’s.
• Good understanding of sales & go to the market product testing.
• Excellent problem-solving skills.
• An ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm.
• Scripting(any,) MS Excel & Basic Data understanding & Analysis
• SQA (Good to have), Lean/SixSigma (not mandate)
• E-Commerce Experience(Added Advantage)
• Tech oncall support in the past.

Knowledge & Communication skills:

• Demonstrated ability to communicate complex technical problems through simple means.
• Ability to present information professionally & concisely with supporting data.
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously.
• A history of teamwork and willingness to roll up one’s sleeves to get the job done.