Product Operations Specialist (English)

Role OverviewWe are looking for a highly organized, proactive, and versatile Product Operations Specialist to join our growing team at B3Networks, based in either HCMC or Da Nang. This is a crucial role focused on increasing the leverage and efficiency of our Product Management team and streamlining internal product-related processes for B3Networks' communication platform and solutions. The primary focus of this role is handling escalated product issues requiring deep technical investigation, alongside assisting Product Managers and managing product knowledge. The ideal candidate has a strong background or aptitude for technical troubleshooting, excellent problem-solving skills, and a proactive, efficiency-driven mindset.Key Responsibilities1. Troubleshooting Product Issue Escalations: (Primary Focus)• Take ownership of complex product issues related to B3Networks' platform and solutions, escalated from Customer Support or other internal teams, that require deeper investigation or cross-functional coordination.• Triage, investigate, and drive the resolution of these escalated issues, working closely with Engineering and Product Managers to identify root causes and solutions within our communication services.• Communicate updates on escalations to relevant stakeholders and track issues through to resolution.• Analyze escalation patterns to provide feedback for product improvements or process changes related to our platform and solutions.2. Product Manager Assistance:• Provide direct operational and administrative support to Product Managers overseeing B3Networks' product portfolio, freeing them up to focus on strategic initiatives.• Assist with tasks such as gathering data for analysis, coordinating cross-functional meetings, tracking action items, and supporting feature release processes for our communication products.• Act as an operational point of contact between Product Management and other departments like Engineering, Support, Sales, and Marketing regarding our platform and solutions.3. Process Efficiency:• Continuously evaluate existing product operations workflows within B3Networks (e.g., escalation handling, knowledge sharing, release coordination) to identify bottlenecks and areas for improvement.• Propose and help implement streamlined processes and best practices to enhance the overall efficiency and effectiveness of the Product team and its interactions with other departments.