Senior Product Operations - Product, SPX Express

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.
• 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.
• 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.
• Experience in evaluating trade-offs and making data-informed decisions under ambiguity or limited time.
• Proactively identifies risks, blockers, or inefficiencies and proposes actionable solutions.
• Comfortable in challenging assumptions and asking the right questions to improve outcomes.

6. 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.

• Bachelor's degree in Computer Science, Business Administration, or a related field.
• Minimum 5 years of relevant experience, including experience as a Business Process Owner for digital products.
• Proven experience engaging directly with HOD-level or above stakeholders and independently managing scope, stakeholders, and schedules.
• Understanding of business and data flows, UX/UI, API concepts, and project management fundamentals.
• Proficiency in Jira and Confluence.
• Ability to analyze trends, anomalies, and root causes using Excel, SQL, or data visualization tools such as Looker Studio.
• Strong analytical and problem-solving skills, including evaluating trade-offs, challenging assumptions, and proposing actionable solutions.