Product Operations Team Leader at Fazz

The Product Operation Team Leader role at a company based in Jakarta, Indonesia, involves managing the resolution of critical customer issues by coordinating efforts across various departments. He/She acts as the primary escalation point for complex technical and operational problems. This role focuses on ensuring swift short-term fixes while advocating for long-term solutions to prevent recurring issues. The Product Operation Lead also analyzes support trends, identifies areas for improvement, and promotes data-driven decision-making.

What the role involves:

• Acting as the escalation point for unresolved or complex issues from the L1 Support team.
• Collaborating with Engineering, Product Management, Finance & Payment, and Customer Operations teams.
• Monitoring and ensuring the quick implementation of immediate workarounds or fixes.
• Developing and maintaining dashboards and metrics to support business operations.
• Leading root cause analysis efforts and ensuring teams implement lasting corrective actions.
• Generating and analyzing regular reports on issue trends and resolution performance.
• Providing actionable insights and recommendations to leadership.
• Updating stakeholders on the status of high-priority issues.
• Identifying workflow gaps and recommending improvements.
• Documenting resolutions and lessons learned.

Requirements:

• Strong communication skills across technical and non-technical audiences.
• Proven experience in support operations or escalation management.
• Excellent problem-solving and organizational skills.
• Familiarity with data analysis tools (e.g., Excel, Tableau, SQL).
• Ability to balance short-term urgency with long-term strategic thinking.
• Experience in reporting and delivering actionable insights through data.
• Ability to thrive in a fast-paced environment.
• Comfortable with basic English for effective communication.
• Familiarity with telco and payment products is a strong advantage.