Product Operations Team Leader

About the Role:

The Product Operation Team Leader is responsible for managing the resolution of critical customer issues by coordinating efforts across different departments. Acting as the main escalation point for complex technical and operational problems, this role ensures quick short-term fixes while pushing for long-term solutions to prevent future issues. The Product Operation Lead also analyzes support trends, identifies improvement opportunities, and drives data-based decision-making.

What You Will Do:

• Act as the escalation point for unresolved or complex issues from the L1 Support team, ensuring timely and effective resolution.
• Collaborate with Engineering, Product Management, Finance & Payment, and Customer Operations teams to track issue progress, clarify merchant/customer impact, and push for prioritization when needed.
• Monitor and ensure the quick implementation of immediate workarounds or fixes to minimize merchant/customer disruption.
• Develop and maintain dashboards and metrics to support business operations and performance tracking.
• Lead root cause analysis efforts, ensuring teams own and implement lasting corrective actions in collaboration with relevant stakeholders.
• Generate and analyze regular reports on issue trends, root causes, and resolution performance to identify recurring problems and process bottlenecks.
• Provide actionable insights and recommendations to leadership and other key stakeholders.
• Regularly update stakeholders on the status of high-priority issues and highlight recurring trends or systemic challenges.
• Identify workflow gaps and recommend improvements to enhance incident resolution efficiency and team collaboration.
• Document resolutions and lessons learned to build and strengthen the organization’s knowledge base, supporting all support tiers.

What We Are Looking For:

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