Product Operation Manager

SHOPLINE; Malaysia; On-site; MYR 50,000 - 80,000; Full time

Job summary

SHOPLINE is seeking a Training & Quality Specialist to translate and monitor the quality of the SHOPLINE help center and to conduct product training for the internal team. You will work with cross-functional teams to ensure the product knowledge remains top-notch and up-to-date.

The role requires strong English and Mandarin, ability to collaborate with Product, Merchant Success, and Engineering, and capacity to thrive in a fast-paced environment with a high attention to detail.

Qualifications

• Bachelor's Degree or equivalent with 2–3 years of working experience in eCommerce or SaaS.

Responsibilities

• Translate & monitor the quality of the SHOPLINE help center.
• Conduct product training for the internal team to ensure top-notch product knowledge.
• Monitor and analyze merchant issues to keep help center and training up-to-date.
• Define processes to support front-line teams in knowing the product and features.
• Identify internal team training needs and standardize a training syllabus for all regions.
• Partner with Product, Merchant Success, Engineering, and others to improve product quality and scale support & operations workflows.
• Conduct analyses and evaluation reports to understand internal team sentiments and needs.

Skills

Excellent communication

Mandarin

Cross-functional teamwork

Adaptability

Multitasking

Education

Bachelor's Degree or equivalent

Job description

What You\'ll Be Doing:

• Responsible for translating & monitoring the quality of the SHOPLINE help center


• Conduct product training for the internal team and ensure the product knowledge of the internal team is always top notch


• Monitor and analyze merchant\'s issues to ensure help center and product training are up-to-date


• Define processes to support front-line teams in knowing the product and features.


• Identify internal team training experience, and standardize a syllabus of training that can cater to all region\'s internal team


• Partner with cross-functional teams such as Product, Merchant Success, Engineering, and more, to improve product quality and resources that help scale support & operations workflows


• Conduct analysis, and evaluation report to understand and illustrate internal team sentiments and needs

Who we\'re looking for:

• Bachelor\'s Degree or any equivalent with at least 2-3 years of working experience preferably in the eCommerce or SasS industry.


• Experience in the tech environment and/ or startup environment will also be considered.


• Experience resolving and communicating about issues with both technical and non-technical audiences


• Excellent communication（be able to read, write & speak in English and Mandarin）, presentation, and interpersonal skills


• Experience working with cross-functional teams，Adaptive. Capable of thriving in an ambiguous, and fast-paced environment


• Self-motivated and consistently willing to exceed own expectations


• Ability to multitask. You can handle several different tasks at different stages at once and are able to prioritize by importance


• High attention to detail, with great organization and coordination skills


• Self-starter and good team player.


• Positive attitude, patient with people, and willing to learn.


• Curious and interested in technology and new products.