Deskripsi pekerjaan Head of Product and Customer Operations PT. Koltiva

Responsibilities and Duties
The Head of Product and Customer Operations responsibilities in this role include:
• Be the primary point of contact for internal and external customers as the product expert and lead product operation and customer support teams;
• Initiate and drive internal initiatives/results that up-level the product operations organization’s processes, technology, and ability to deliver a best-in-class customer experience, including leading the team in:
o Facilitating user interviews and other market research;
o Overseeing quality assurance checks on new features;
o Analysing data to help product management make better-informed decisions;
o Developing business processes to streamline product development;
o Managing tools (for road mapping, prototyping, etc.) that the product team uses;
• Lead initiatives related to users product onboarding, user training, product communications strategy, product documentation, product demo to potential and existing clients, questionnaire/survey management, and other internal and external user support related projects;
• Manage product support processes and SLAs for improved internal process and working closely with support and sales to improve the customer experience
• Handle customer feedback, use data to inform and bringing it back to product or others stakeholder, and providing regular updates or problem solving;
• Analyse customer issues using internal tools, customer surveys, and queries of all available data sources to gather user insights;
• Build a Knowledge Management System to ensure members can find answers to the most frequently asked questions.
• Master’s degree or equivalent relevant work experience;
• 4+ years’ experience in one of the following areas: Product Management, Product Operations Management, Customer Support Experience;
• Experience driving complex projects with several competing stakeholders, ideally in a product operation and customer support function;
• Experience in gathering business insights and identifying trends from data, including combination of data from multiple sources;
• Strong organizational skills and attention to detail;
• Cross functional collaboration and negotiation skills;
• Ability to interact with technical and non-technical stakeholders to achieve product goals;
• Experience working in multicultural environments, both with internal and external stakeholders;
• Fluency in English and Bahasa Indonesia, verbal and written, is a must, additional languages are a plus.

About PT. Koltiva

We are a technology-enabled service company empowering over half of the millions of producers and business users across 27 countries. We support some of the largest multinational companies by digitizing and verifying global supply chains. Our focus is to enhance traceability, inclusiveness, and sustainability.
We combine quadruple-tech (agritech, fintech, edutech, and climatech) with “boots on the ground” services to improve producers’ outcomes and profitability, while building more sustainable supply chains.