Product Operations Specialist (Central, Customer Experience , Ride hailing)

Salary: Up to $3400 per month

Job Description:

• Collect, organize, and analyze quantitative and qualitative product data, including product adoption rate, CSAT, and product stickiness to customer feedback, feature requests, and support tickets
• Serve as the crucial execution arm of the Product Operations team, overseeing critical quality assurance (QA) checks and managing the successful rollout of beta testing for new features, versions, and services.
• Facilitate cross-team collaboration and communication around the product, and regularly use product insights to identify areas for improvement and inform business decisions
• Continuously monitor and analyze community engagement and social sentiment among beta drivers to identify critical sentiment trends that impact the driver experience
• Maintain a strong working relationship with the engineering teams, efficiently troubleshooting and ensuring the timely rectification of escalated technical issues
• Maintain, and update the central knowledge repository, including standard operating procedures (SOPs), internal guidelines, best practices, training materials, and relevant templates.
• Lead essential driver operations ground initiatives, including spearheading support for engagement events, providing necessary administrative support, and serving as the first touchpoint for new drivers by supporting onboarding classes
• Configuring road closures and geofences according to local regulatory requirements and drive the improvement and ongoing maintenance of Pick-Up and Drop-Off (PUDO) locations based on continuous driver feedback and corporate partner needs.

Requirements:

• Min Diploma with Operations background.
• Proficient computer skills, Google Workspace, and instructional software including geospatial tools
• Strong project management skills with the ability to supervise multiple projects
• Good interpersonal skills and communication with all levels of management (internal and external)
• Singaporean only