Senior Platform Operation Specialist - Trust and Safety

Responsibilities

- Lead platform specialists to collaborate closely with internal and external stakeholders to improve the overall platform service efficiency and quality, deep diving into business requirements and operation pain points to locate opportunities for user experience enhancement, making action plans and formulating a close loop

- Work with cross-functional teams to drive ticket handling efficiency improvements via ticket review, data analysis, product enhancement, workflow standardization, knowledge documentation and training

- Continuously monitor platform operation metrics, not limit to tickets handling quality and efficiency metrics. initiate and implement improvement changes & processes to constantly drive operation excellence via leveraging service data insights

- Refine and iterate the platform operation specialist team's inputs and outputs measurement system to keep alignment with the direction and goals of our partner teams and overall global operation team

- Coordinate internal and external resources based on operational activities requirement, priority & complexity

- Develop the platform operation specialist team and support the members career growth

Minimum Qualifications

• Experience in escalations process management to technical issues
• Detail-orientated, excellent problem-solving and critical thinking skills
• Rich experience in building knowledge bases for users and internal teams
• Great project management, stakeholders management and time management skills
• Strong sense of ownership and accountability

Preferred Qualifications:

• Bachelor's degree or above, with at least 5+ years of relevant work experience in user operations/ product technical support/ product operations/ project management
• Minimum 2+ years of people management experience
• Minimum 3+ years of data analysis experience, strong data processing skills and data sensitivity