Digital Product Operations Analyst

Description

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.

About This Role

As a Digital Product Operations Analyst in Digital department your role will be responsible to support the day-to-day operations of our digital products at a global level. The role focuses on ensuring operational excellence for products already in market, as well as driving operational readiness for new product launches. You will work closely with regional teams, customer care, product and engineering to manage issues, improve processes and ensure performance KPI and service SLA are consistently met.

WORKING HOURS

• Monday to Friday: 9:00am - 6:00pm
• Saturday to Sunday: Off
• Work Arrangement:Hybrid - 3 days office at Q Sentral, 2 days work from home
  
  

Roles & Responsibilities

• Act as a primary liaison between Customer Care and Digital Product teams, managing global issue triage, prioritization and resolution.
• Own and manage the defect backlog, prioritizing issues based on severity and business impact, and ensuring timely resolution with product and engineering teams.
• Partner with Regional and Digital teams to perform root cause analysis and assess the operational and customer impact of issues.
• Identify, define, and communicate operational processes and policies to ensure consistent and efficient product operations globally.
• Drive operational improvements using a data-driven approach, measuring and tracking the impact of implemented changes.
• Reduce customer contact rates by promoting digital-first approach and enabling self-service solutions in collaboration with Product and Engineering teams.
• Work with Regional Customer Care team to ensure processes are followed, quality standards are met, and SLA are achieved.
• Participate in UAT and coordinate local testing activities as required.
• Analyze data from multiple sources (e.g. call center data, product analytics) to extract actionable insights and recommendations.
• Facilitate communications across cross-functional teams to manage dependencies ans ensure successful delivery of solutions.
• Create and maintain clear documentation for processes, tools, and systems.
• Support training for technical and non-technical teams on new tools, processes, and procedures.
• Gather and analyze customer feedback to identify service improvements and provide product enhancement recommendations.
  
  

Position Requirements

• Minimum 2 years of relevant work experience.
• Experience supporting digital products in financial services, technology, or related industry is preferred.
• Strong problem-solving mindset with a proactive approach to identifying and addressing operational challenges.
• Ability to work effectively with both technical and non-technical stakeholders, locally and remotely.
• Excellent verbal and written communication skills, including the ability to present insights and data to stakeholders.
• Strong organizational, coordination, planning and collaboration skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
  
  

Preferred Skills

• Log monitoring tools: Graylog, Kibana
• Session playback tools: FullStory, LogRocket
• Data analytics tools: Excel, Amplitude, Tableau
• Ticketing systems: Zendesk, Freshdesk, Salesforce
• Product management tools: Jira, Coda
  
  

Perks & Benefits

• Bi-monthly food and beverage gatherings
• General hospitalisation and surgical insurance
• Paid vacation / Sick leave
• Growth opportunities
• Certification training provided
• Corporate gatherings, team bonding events, and much more!
• Volunteering day for a charity of your choice
• Discounted Employee Stock Purchase Plan (ESPP)
  
  

Ria Money Transfer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Check out our website to learn more about the company at:http://www.riamoneytransfer.com/

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company's right to assign or reassign duties and responsibilities to this job as needed.