Platform Lead

About the Role

Platform Lead will be responsible to set up and design the usable, useful and valuable digital platforms for the Customer Experience (CE) team to serve our end user inquiries / requests / complaints and to streamline the joint-handling process with the respective teams to solve customer problems. You will be expected to be agile, hands-on and willing to hit the ground with a growth mindset. You'll get a huge room of growth and opportunity to show your skills as you will help ideate and create new digital platforms that make our CE can serve our customer/perform their BAU faster and easier.

Work Responsibilities

• Being the key point of contact/go-to person/thinking partner for CE stakeholders to translate their requirements into business requirement documents
• Build alignment with cross-functional teams (business, product, operations, fraud, marketing, etc) to identify new CE use cases, discover the improvements and establish a joint process holistically in order to support each product initiative
• Being the owner and primary driver of the CE platform roadmap
• Work closely with product team and engineering team to prioritize the requirements/features by considering the business impact and effort
• Lead and drive the UAT/Sanity/ORT when we have new functionalities lined up in the platform
• Capture data driven insights from users feedback, velocity and capacity analysis, and usability testing to be translated into tactical solutions to improve the platform, process and people
• Being the gatekeeper of platform quality and ensure the platform is solving the real user problem (platform quality beyond bugs/operation issue)
• Own and manage the commercial strategy with the platform vendors
• Performing configuration level of the platform for any new functionalities that don’t require engineering effort

Job Requirements

• A minimum 5 years experience in business analyst / consultant / product management roles
• Has notable experience in building the platform in large scale organizations - used by hundreds of users
• Strong understanding and knowledgeable of product development methodologies, full product lifecycle from inception to delivery
• High determination in driving complex project to completion with minimal guidance
• Excellent leadership, communication and external/internal stakeholder management skills
• High sense of ownership, customer focused and strong business acumen
• Proven ability to build a scalable, modular and usable system that is used company-wide
• Proven to improve business processes by creating digital product
• Ability to work under uncertainty, fast-paced and highly dynamic environment
• Strong analytical and problem solving skills
• Experience in building omnichannel platform / ticketing platform / CRM platform will be plus points

Leadership Competency

Individual Contributor