Product Operation-X-Space Analyst

About the jobTeam & Role IntroductionLazada Customer Care leverages on a suite of customer-facing products, designed to provide an enhanced customer experience ranging from chatbot, live chat and social media channels.To meet the increasing demands of daily operations for these customer-facing tools, we need a Regional Product Operations Analyst to provide operational support throughout product development lifecycle and ensuring the success across key products from Lazada’s e-commerce solutions.Reporting to the Customer Care Regional Product Operations Lead, the Regional Product Operations Analyst’s job is to improve the agent inhouse proprietary CRM tool (Xspace) experience.Responsibilities • Become an expert on Lazada inhouse proprietary CRM tool (Xspace) product • Be the voice of our agents; empathize and understand their challenges and problems, and suggest useful solutions based on domain expertise • Coordinate with local PICs on new requirements & maintenance of product performance • Develop and maintain operational processes for all requirements and enhancements.• Collaborate and work closely with regional product managers to ensure product asks are prioritized and built according to defined requirements • Use project management methodologies to manage the product development lifecycle, including planning, execution, monitoring and control• Collaboration with Customer Experience team to gather new requirements & refine business requirements for new domain enhancements• Work with Training team to create programs and materials for agents to adhere to new use cases and SOPs• Connecting technology, products, operations and other teams to drive for business change• Conduct user interviews with agents