PRODUCT OPERATION

Role Overview

Product Operations sits at the intersection of Business, PMO, and Development. You will execute releases, run UAT, resolve production issues, and drive enablement for digital products across an SEA-wide e-logistics environment.

[Senior] At the Senior level, the role shifts from execution toward ownership: defining and controlling scope, stakeholders, and schedule for transformation initiatives, making data-informed decisions under ambiguity, and coaching Associates.

Key Responsibilities

1. Release Management

• Develop detailed release plans, including Go/No-Go checklists, cut-over plans, and rollback strategies.
• Coordinate releases using grayscale, A/B testing, or phased rollout approaches.
• Monitor post-release performance metrics, assess risks, and proactively trigger rollbacks when necessary.
• [For SA] Own the release plan end-to-end partner closely with Business, PMO, and Development to ensure smooth delivery.

2. User Acceptance Testing (UAT)

• Prepare test scenarios, test data, and maintain UAT environment integrity.
• Execute, supervise, and sign off on UAT results work closely with development teams to resolve defects.
• Plan UAT, maintain UAT environment integrity, and supervise and sign off on results drive defect resolution with development teams.

3. System & Issue Operations

• Receive, categorize, and resolve production incidents within agreed SLAs.
• Maintain issue tracking logs and coordinate with regional development teams for permanent fixes and enhancements.
• Perform approved configuration changes and data corrections in production as needed.
• [For SA] Coordinate resolution of complex incidents and steer permanent fixes across regional teams.

4. Enablement & Change Management

• Create user guides, release notes, and other related documentation.
• Deliver training sessions for internal users on new features and support smooth transitions.

5. Problem Solving

• Strong analytical skills to assess complex problems, identify root causes, and connect cross-functional impacts.
• Ability to apply structured thinking and use decision-making frameworks (e.g., SWOT, Impact vs. Effort Matrix) to drive clarity and alignment.
• [For SA] Experience in evaluating trade-offs and making data-informed decisions under ambiguity or limited time.
• [For SA] Proactively identifies risks, blockers, or inefficiencies and proposes actionable solutions.
• [For SA] Comfortable in challenging assumptions and asking the right questions to improve outcomes.

6. [For SA] Process Owner

• Portfolio / area ownership - own an entire product ops domain.
• Mentoring & standardization - build playbooks, SOPs, and onboarding materials so capability stays with the team rather than walking out with an individual.
• Operational metrics ownership - define and track team-level KPIs/SLAs (e.g., release success rate, incident resolution time, ticket backlog) and report to Director/HOD level. Accountable for measurable outcomes, not just task execution.
• People management - manage direct reports end-to-end: hiring, performance reviews, career development, and team capacity planning.

Must-Have:

• Bachelor's degree in Computer Science, Business Administration, or a related field.
• Minimum 2 years of experience in one of: Business Analyst, QC, Project Coordinator, Product Owner, or Business Process Owner.
• Reference scale of past work: 1 release/month, 100 tickets/month supported, projects of 10 members, systems with 100 users (or equivalent).
• Strong verbal and written communication in both Vietnamese and English.
• Strong systems thinking, product logic, and a fast-learning mindset.
• Ability to manage multiple tasks and prioritize effectively.
• Empathy and patience in user communication, with the ability to de-escalate conflicts.
• Hands-on UAT planning and execution with business users issue tracking in Jira.
• Problem solving: root-cause analysis using structured frameworks (e.g., SWOT, Impact vs. Effort).

For Senior Level:

• Minimum 5 years of relevant experience.
• Proven experience working directly with stakeholders at HOD level or above.
• Scope, Stakeholder, and Schedule Management - able to define and control independently.
• Experience as a Business Process Owner for digital products.
• Minimum 1 year of team management experience.
• Knowledge of business flows, data flows, UX/UI, API concepts, and project management fundamentals.
• Proficient with Jira and Confluence.
• Able to analyze data for trends, anomalies, and root causes using Excel, SQL, or visualization tools (e.g., Looker Studio).
• Strong analytical mindset: break down complex problems, propos