LAZOP (Operations Product)-Manager
Department: Commercial
Location: Indonesia
Job Description
1. Responsible for Lazada Open Platform product ownership and strategy. Initiative new relationship and maintain existing ones with ISV / ERP companies
2. Plan and strategize new services or service providers to assist sellers and their operations. This includes onboarding new ISV / ERP companies and devising marketing plans.
3. Has the ability to Drive API Adoption
4. Use technical expertise to address business teams’ inquiries
5. Handle technical requests via phone, web, and email support channels
6. Effectively test and troubleshoot technical end-user and system components, especially for Lazada Open Platform API
7. Maintain SLAs and properly document tickets and support issues appropriately
8. Act as a liaison between Lazada sellers, ISV / ERP companies, and the product team to manage the resolution of technical issues
9. Escalate issues to escalation teams as necessary, driving the issue to resolution
10. Resolve all technical questions associated with general seller operation in the onboarding process
11. Be the expert in using data to measure and analyze performance. Comfortable with crunching numbers
12. Design intelligence reports and performance measurement dashboards to share with senior management
13. Perform ad-hoc analysis, to drill down on certain challenges where tools or services can help drive business or solve issues. Provide conclusions and advice based on data analysis
14. Conduct UAT and prove that the tool/system meets major architectural requirements, including writing test cases, executing test cases, opening bugs, verifying bugs
Job Requirements
1. 3+ years of technical support experience
2. Strong knowledge in SDLC, Project Management & Product Development
3. Proficient in Excel reporting (vlookup, pivot table, etc.)
4. Good communication skill
5. Strong analytical/thought process
6. Understand about REST API, XML, JSON, Webhook
7. Detail-oriented and present logical analysis. Out-of-the-box thinking is a plus
8. Passionate about e-Commerce ecosystem and overcoming challenges
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