WHAT YOU BRING

• 3+ years in product or platform operations for a SaaS/tech-platform business, with at least one global rollout
• Proven ability to build and document end-to-end operational processes from scratch
• Exceptional written and verbal English skills; bonus if you speak additional languages relevant to our expansion markets
• Strong data-orientation: comfortable with dashboards, SQL queries, and defining meaningful metrics
• Experience managing remote or distributed teams across multiple time zones

ROLE OVERVIEW

As our Product Operations Manager, you will:

• Lead end-to-end operational readiness for new feature launches across Asia-Pacific and global markets
• Design, operate, monitor, and continuously refine scalable processes for incident management, performance monitoring, and SLA enforcement
• Serve as the primary liaison between product, engineering, customer success, and regional partners—ensuring seamless handoffs and clear communications across time zones
• Maintain a global operations dashboard, driving data-driven improvements and transparent reporting to leadership
• Mentor and grow a remote-first operations team to deliver 24/7 uptime and rapid response SLAs

KEY RESPONSIBILITIES

• Launch Management: Coordinate cross-functional launch checklists, pre-flight risk assessments, and post-release retrospectives tailored to each region’s requirements
• Process Optimization: Define and document SOPs for support escalation, system health checks, and capacity planning; iterate constantly based on first-hand feedback
• Global Vendor Coordination: Engage with cloud providers, regional remote operations teams, business process outsourced offices and support teams, local couriers, payment gateways, and regulatory bodies to ensure uninterrupted service delivery
• Metrics & Reporting: Own KPIs such as uptime, MTTR (Mean Time to Recovery), on-time integrations, and support ticket resolution times—publishing weekly and quarterly dashboards
• Team Enablement: Train and empower our offshore support engineers and partner teams, fostering a culture of accountability and continuous improvement