• The Operations Manager is responsible for overseeing the operational aspects of client onboardings, platform investigations, configuration management and new feature/enhancement market roll outs.
• The successful candidate will be involved, and work closely with cross-functional teams, including product management, marketing, sales, and the rest of the Product team to ensure the successful execution of product initiatives, effective collaboration, efficient processes, and timely delivery.
• The successful candidate report to Director of Operations.

Main Responsibilities

• Client onboardings: Collaborating with sales and customer success managers to collate all required information to successfully onboard new clients into the ecosystem.
• Client configuration: Setup and manage new/existing client configurations in the ecosystem including SKU updates (description, price, stock, etc), business discount rules, etc.
• Process Improvement: Evaluating and optimizing onboarding and configuration processes to enhance efficiency and effectiveness. Identifying areas of improvement, implementing best practices, and streamlining workflows to drive productivity.
• Communication and Collaboration: Facilitating effective communication and collaboration among cross-functional teams, ensuring clear understanding of goals, tasks, and timelines. Acting as a liaison between teams to resolve conflicts, address bottlenecks, and drive alignment.
• Testing/Validation: Testing existing / enhanced / new features on the platform to ensure they are fit for purpose. Running POCs for new business-initiated requirements.
• Enhancement / Feature deployment: Managing feature/enhancement deployment in the market following successful deployment ensuring feature documentation is present/updated, internal (and external if required) trainings are scheduled and executed. Follow up on new feature usage experience and report any bugs/misbehaviours.
• Investigations: Carry out full investigation (and root cause analysis if required) for any platform related queries. Make necessary configuration changes following the configuration management processes, escalate any code related bugs/misbehaviours.
• Reporting / Analysis assistance: Provide support for cross-functional teams, especially GTM and Marketing, on existing reporting structure and new analysis.

Experience we think you’ll need:

• Relevant bachelor’s degree, or equivalent combination of education and experience
• Minimum 3 – 5 years professional experience in Operations Manager or second line Support experience
• Excellent verbal and written communication skills
• Strong experience of analysing problems and resolving them
• Experience of improving internal processes and procedures using the latest tools and techniques
• Knowledge of the FMCG sector and digital commerce platforms is a plus.
• Keen attention to detail and adherence to deadlines
• Ability to work independently with high degree of accountability, while also able to collaborate cross-functionally with other departments.
• Familiar with Agile methodology and SDLC

Technical Requirement

• Experience with Atlassian products (Jira, Confluence, Service Desk)
• Technical acumen (SQL, general API knowledge)
• High level knowledge of AWS infrastructure and processes