Product Operations Analyst

Orion Innovation; Ciudad de México; Presencial; MXN 334.800 - 502.200; Jornada completa

Descripción de la vacante

A leading global business and technology services firm seeks a Product Operations Analyst to work closely with stakeholders, manage incidents, and analyze data. The ideal candidate will have strong problem-solving skills and experience in product management. This role is essential for fostering relationships and ensuring effective communication in a fast-paced environment. The position is based in Mexico City, with a requirement for weekly office attendance.

Formación

• 2-3 years of experience in a product management role.
• Experience working in an agile environment.

Responsabilidades

• Manage incident-related emails and ensure timely responses.
• Analyze tickets using tools to resolve issues.
• Provide insights to stakeholders as needed.

Conocimientos

Problem Solving

Analytical Skills

Communication

Educación

Bachelor’s Degree

MBA

Herramientas

Salesforce

Jira

DataDog

Stripe

Looker

Mixpanel

Descripción del empleo

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Orion Innovation is a premier, award-winning, global business and technology services firm. Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity. We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.

Role Overview: Work together with business stakeholders to identify key opportunities. Demonstrate a strong track record in problem solving, and analyze both quantitative and qualitative user data to provide insights and inform product roadmaps. Excellent communication skills in English are essential to understand and articulate problems clearly to stakeholders, manage expectations, and foster relationships.

Main Responsibilities:

1. Manage incident-related emails sent to a shared mailbox, ensuring all are answered within the same day.
2. Analyze tickets received using tools such as Salesforce, DataDog, Jira, Troops, Intercom, Stripe, Sentry, Looker, and Mixpanel to understand and resolve issues.
3. Implement quick fixes like editing data in Salesforce, re-launching API calls, and adjusting parameters on tools, while maintaining good communication with clients.
4. Follow up on unresolved issues and ensure all incident-related emails are addressed.
5. Ensure incident closures effectively resolve issues without leaving additional questions or concerns from customers or agents.
6. Provide insights to stakeholders as needed.
7. Identify anomalies proactively, create detailed tickets in Jira, assign them appropriately, and follow up to meet SLAs.

Qualifications:

• Bachelor’s degree or equivalent; MBA or postgraduate studies are a plus.
• 2-3 years of experience in a product management role.
• Proven success in defining and launching digital products.
• Experience working in an agile environment.
• Strong analytical skills with data-driven prioritization.
• Effective cross-functional communication skills.
• Ability to thrive in a fast-paced, dynamic setting.
• Willingness to take initiative and handle hands-on tasks.

Assistance to the office once a week; location: Cuauhtemoc.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Administrative and Engineering
• IT Services and IT Consulting

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