Product Operations Specialist

The Product Operations Specialist is a full-time role responsible for ensuring the smooth functioning of our product. They are tech-savvy and quick to learn new tools and skills. Key responsibilities include managing customer problems, app review responses, system configuration, and collaborating with various teams. This position may also involve supervising employees and outsourced staff. The ideal candidate should have problem management experience, technical skills in HTML and CSS, and expertise in metadata and content taxonomy. They should also be proficient in using publishing tools and have the ability to troubleshoot system configuration.

• Customer problem management including escalating to Product and Tech teams
• App Review responses and analysis
• System configuration and metadata maintenance
• Cross functionally collaborates and provide input from the Voice of the Customer
• Provide product input on feature requests to increase our publishing throughput
• Independent investigation and resolution of configuration issues
• Provide consistent training, support, and mentorship to support agent team
• Fairly and consistently ensure compliance with company policies and procedures
• Problem management experience, with a sense of urgency to resolving business impacting issues and clearly report on status to key stakeholders
• Technical skills to be able to review HTML and update CSS
• Expertise with our metadata & content taxonomy
• Ability to use our publishing tools (Curator, Webiny CMS, & Ceros) to service content needs by stakeholder teams
• Collaborate with stakeholders including creatives to create pages quickly
• Work with Product on learning new features or changes to publishing tools
• QA monitoring of Customer Care agents and retraining as needed
• Manage and troubleshoot system configuration
• Including Sonic Legal text, Site Builder, transactional email templates, offers & campaigns
• Support ticketing and related workflows and configuration
• Support articles and help center design
• Perform user audits for our app store accounts
• Use SQL to access Redshift DB for reporting on regular (refund reporting) and ad hoc data (find accounts that meet the criteria of an investigation)
• The ability to sit for prolonged period of time and view computer screen.
• Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Webiny & Page Builder
• Ceros
• Sonic (UMS, VMS, and Site Builder)
• Zendesk
• App stores: Amazon, Apple, Google, Roku
• Payment systems: Adyen & PayPal

• Bachelor's degree or equivalent experience
• Problem management experience, with a sense of urgency to resolving business impacting issues and clearly report on status to key stakeholders
• Technical skills to be able to review HTML and update CSS
• Expertise with metadata and content taxonomy
• Ability to use publishing tools (Curator, Webiny CMS, and Ceros) to service content needs by stakeholder teams
• Collaborate with stakeholders including creatives to create pages quickly
• Work with Product on learning new features or changes to publishing tools
• QA monitoring of Customer Care agents and retraining as needed
• Manage and troubleshoot system configuration, including Sonic Legal text, Site Builder, transactional email templates, offers and campaigns
• Support ticketing and related workflows and configuration
• Support articles and help center design
• Perform user audits for app store accounts
• Use SQL to access Redshift DB for reporting on regular (refund reporting) and ad hoc data (find accounts that meet the criteria of an investigation)
• The ability to sit for a prolonged period of time and view a computer screen
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Familiarity with Webiny and Page Builder
• Experience with Ceros
• Knowledge of Sonic (UMS, VMS, and Site Builder)
• Familiarity with Zendesk
• Familiarity with app stores such as Amazon, Apple, Google, and Roku
• Familiarity with payment systems such as Adyen and PayPal

• Competitive salary range of $65,000.00 - $85,000.00 per year
• Annual bonuses, short- and long-term incentives, and program-specific awards
• Health insurance coverage
• Employee wellness program
• Life and disability insurance
• Retirement savings plan
• Paid holidays and paid time off (PTO)
• Opportunity to work in the largest automotive media company in the world
• Access to premium content and in-depth analysis
• Opportunity to work with a diverse and passionate team
• Training, support, and mentorship opportunities
• Collaborative work environment
• Opportunity to work with innovative and creative tools and technologies
• Opportunity for career growth and development