As a company whose mission is to be the most progressive and inclusive money transfer business in the world, Ria delivers highly reliable payment services to our customers.
With locations in over 402k locations in 165 countries, we have adopted the true identity of what it means to be multicultural.
Our commitment to future growth is ingrained in everything we do, from global expansion and partnerships to our persistent focus on the ultimate customer experience.
**Digital**:Ria Digital is a business unit within Ria Money Transfer, focused on leading the company into the fast-paced world of customer needs in the digital age.
From our websites to our mobile apps, we are dedicated to delivering innovative products that ensure our customers' hard-earned money is received by their loved ones wherever they may be around the world.
For us, this isn't just business.
It's personal.
Join us in our mission to open ways for a better everyday life.
The Product Operations Analyst (AMERICAS) will be responsible for supporting the day-to-day operations for Ria digital at a global level with a focus on Americas region.
This entails implementation of processes to provide production support for digital products already in the market as well as ensuring operational readiness for new products yet to be launched and includes responsibilities such as working with cross functional teams to ensure performance KPIs and service SLAs are being met.
Furthermore, this role will be responsible for identifying, prioritizing and resolving issues and identifying improvements necessary to ensure a best-in-class customer experience.
The role will report directly to the Digital Operations Manager.
Additional responsibilities for this role include but are not limited to identifying and implementing process improvements, ensuring scalability of products and processes, managing various tools and vendors needed to support digital products and managing special projects focused on service improvement as needed.
This role will also serve as SME for all digital products within the region with a keen focus on promoting a digital first approach and having a customer centric mindset.
The duties of this role requires a highly organized individual with a calm nature that works well under pressure and can adapt to a fast paced environment.
This role requires you to work as part of a team, both virtually and in person, as well as being able to work independently.
You need to be a self-starter, be capable of working autonomously with little supervision and demonstrate initiative and proactiveness.
- Responsibilities
Act as point of contact for digital products and handle issue management (triage, prioritization, resolution) within the region;
Manage backlog of defects to prioritize based on impact and severity and work with product teams to ensure timely resolution of critical issues
Work with regional and digital personnel to perform root cause analysis and measure impact of issues encountered;
Identify and implement operational needs necessary to support new product launches as well as existing products already in the market;
Define, implement and communicate operational processes and policies to ensure smooth and efficient operations for all digital products;
Identify and implement operations improvements by using a data-driven approach to justify and measure the impact of such improvements;
Reduce contact rate by promoting a digital first approach and working w/product and engineering teams to define and implement solutions that enable self-service where possible;
Stay abreast of and promote adherence to industry best practices to ensure a best-in-class customer experience;
Identify opportunities to improve scalability and leverage automation and AI where possible to improve efficiency;
Work with regional customer care team(s) to ensure proper processes are being followed, quality levels are being achieved and operational SLAs are being met;
Participate in UAT and help support and coordinate local testing activities as needed
Be able to extract actionable insight from data including but not limited to call center data, product analytics data and various other forms of data;
Facilitate communication between cross functional teams to ensure effective collaboration and manage dependencies to ensure successful delivery of solutions;
Assist with training various personnel (technical and non-technical) on new processes, tools, procedures and protocols as necessary to support growing business needs;
Acquire and analyze customer feedback to identify service improvements and provide product recommendation improvements to product team
**Qualifications**:
**Required Skills**:
Experience supporting D2C digital products in financial services, technology related or similar industry preferred
Experience using a digital first approach to servicing customer needs including use of chat bots and knowledge base to promote self-service
Creative thinking backed by st