Product Operations Specialist

CelcomDigi; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

CelcomDigi is seeking a Product Operations Specialist in Malaysia to govern product rules for mobile and home services, including Prepaid, Postpaid, Home WiFi, and Fibre. You will partner with Product, Technology, Commercial, Finance, CX and Digital Platforms to ensure compliant, efficient product delivery and strong customer outcomes.

The role requires 4–6 years in product operations or related fields, with strong analytical, stakeholder management, and project management skills.

Qualifications

• Bachelor’s degree in business, Marketing, Telecommunications, Information Systems, Engineering, or related field.
• 4–6 years of working experience in product operations, product management, business operations, telecommunications, or related industries.
• Strong analytical and problem-solving skills with the ability to translate frontline operations, customer channels and translate insights into actionable improvement initiatives.
• Excellent stakeholder management and communication skills.
• Experience managing cross-functional initiatives and coordinating multiple stakeholders.
• Ability to simplify complex business requirements into actionable operational processes.
• Strong project management and organisational skills with attention to detail.
• Proficiency in Microsoft Excel and PowerPoint.

Responsibilities

• Govern the end-to-end product business rules and policies management for mobile and home products.
• Ensure product rules and processes are aligned with objectives and regulatory requirements.
• Establish and maintain product rules, policies and guidelines for frontlines and CX for all initiatives.
• Identify opportunities to streamline business rules, policies, and processes to improve efficiency.
• Drive harmonisation initiatives such as billing systems, customer notifications, and CX.
• Analyse frontline, customer, and channel insights to identify gaps and opportunities to enhance experience.
• Recommend and implement process improvements to enhance customer experience and performance.
• Prepare presentations, proposals, and recommendations for management and stakeholders.
• Drive execution of product and operational projects to ensure timely delivery.

Skills

Analytical thinking

Stakeholder management

Communication

Project management

Cross-functional collaboration

Attention to detail

Education

Bachelor’s degree in business, Marketing, Telecommunications, Information Systems, Engineering, or related field

Tools

Microsoft Excel

Microsoft PowerPoint

Job description

Job Description

We are looking for a highly motivated Product Operations Specialist to support the governance, implementation, and continuous improvement of mobile and home products. The role will work closely with cross-functional teams, including but not limited to Product, Technology, Commercial, Finance, Customer Experience and Digital Platforms, to ensure smooth product delivery and operational excellence. The ideal candidate is analytical, detail-oriented, and able to translate complex business requirements into clear operational processes while driving improvements that enhance customer and business outcomes.

Responsibilities

Product Business Rules & Policy Governance

• Govern the end-to-end product business rules and policies management of mobile and home products, including Prepaid, Postpaid, Home WiFi and Fibre.
• Ensure product business rules, configuration and operational processes are aligned with business objectives and regulatory requirements.
• Establish, support and maintain product business rules, policies and operational guidelines for frontlines and CX for all product initiatives and launches

Product Operations, Harmonization & Customer Experience

• Identify opportunities to streamline business rules, policies, and operational processes to improve efficiency.
• Drive harmonisation initiatives such as but not limited to billing systems, customer notifications, operational channels, and customer experience.
• Analyse frontline, customer, and operational channel insights to identify gaps, pain points, and opportunities to enhance customer experience and operational effectiveness.
• Recommend and implement process improvements and operational initiatives to enhance customer experience and operational performance.
• Prepare presentations, proposals, and recommendations for management and stakeholders.
• Drive execution of product and operational projects, ensuring timely delivery and quality outcomes.

Business Analysis & Monitoring

• Analyse product operational metrics, and customer feedback to identify trends and opportunities.
• Monitor product business rules and policies related issues and collaborate with relevant teams to resolve in a timely manner.
• Prepare reports and presentations for management and stakeholders.

Cross-Functional Collaboration

• Ability to work closely with cross functional team to get support and alignment to support product launches, regulatory compliance and operational initiatives / projects.
• Coordinate with internal stakeholders to identify operational gaps, dependencies, risks and remove potential change resistance.
• Facilitate discussions and align stakeholders on end to end implementation plans.

Requirements

• Bachelor’s degree in business, Marketing, Telecommunications, Information Systems, Engineering, or a related field.
• Minimum 4–6 years of working experience in product operations, product management, business operations, telecommunications, or related industries.
• Strong analytical and problem-solving skills with the ability to interpret frontline operations, customer channels and translate insights into actionable improvement initiatives.
• Excellent stakeholder management and communication skills.
• Experience managing cross-functional initiatives and coordinating multiple stakeholders.
• Ability to simplify complex business requirements into actionable operational processes.
• Strong project management and organisational skills with attention to detail.
• Proficiency in Microsoft Excel and PowerPoint.

Preferred Qualifications / Merits

• Experience in telecommunications, digital products, or subscription-based services.
• Familiarity with prepaid, postpaid, home products and policies
• Knowledge of billing systems, customer management systems, and operational workflows.
• Experience in business process improvement, governance, or policy harmonisation initiatives.
• Exposure to regulatory and compliance requirements within the telecommunications industry.

What We Are Looking For

• A self-starter who is proactive and takes ownership.
• A team player who collaborates effectively across different functions.
• Strong interpersonal skills with the ability to influence stakeholders without direct authority.
• A curious mindset with a passion for continuous improvement and operational excellence.

At CelcomDigi, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team. Let’s advance and inspire Malaysia together! #WeAreCelcomDigi

CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.