Product Operations Specialist

Problem management experience, with a sense of urgency to resolving business impacting issues and clearly report on status to key stakeholders
Technical skills to be able to review HTML and update CSS
Expertise with our metadata & content taxonomy
Ability to use our publishing tools (Curator, Webiny CMS, & Ceros) to service content needs by stakeholder teams
Collaborate with stakeholders including creatives to create pages quickly
Work with Product on learning new features or changes to publishing tools
QA monitoring of Customer Care agents and retraining as needed
Manage and troubleshoot system configuration including Sonic Legal text, Site Builder, transactional email templates, offers & campaigns
Support ticketing and related workflows and configuration
Support articles and help center design
Perform user audits for our app store accounts
Use SQL to access Redshift DB for reporting on regular (refund reporting) and ad hoc data (find accounts that meet the criteria of an investigation)

Customer problem management including escalating to Product and Tech teams
App Review responses and analysis
System configuration and metadata maintenance
Cross functionally collaborates and provide input from the Voice of the Customer
Provide product input on feature requests to increase our publishing throughput
Independent investigation and resolution of configuration issues
Provide consistent training, support, and mentorship to support agent team
Fairly and consistently ensure compliance with company policies and procedures

No preferred qualifications provided.