Product Operations Specialist

**Position Summary** - The Product Operations Specialist is responsible for managing, optimising, and supporting the operational lifecycle of telecommunications and essential services products, including electricity, gas, payment processing, and insurance. The role applies process analysis and continuous improvement principles to ensure compliance, operational efficiency, accurate data integration, and high-quality service delivery. This includes coordinating cross-functional activities, monitoring performance, and aligning partner processes with regulatory and business requirements.
- **Key Responsibilities**_

**1. Product Lifecycle Management**
- Oversees the operational delivery of products from onboarding to retirement, ensuring each stage is implemented efficiently and in line with partner and regulatory requirements.
- Coordinates new product launches by working with partners to analyse activation guidelines, ensure systems readiness, prepare training resources, and communicate timelines to stakeholders.
- Monitors in-life product performance, identifying issues or opportunities for improvement and recommending solutions.
- Manages the operational transition of product changes or withdrawals to minimise disruption to customers and sales channels.

**2. Process & Operations Optimisation**
- Designs, reviews, and improves operational workflows for product delivery, updates, and issue resolution, ensuring optimal resource utilisation and service quality.
- Works with cross-functional teams to streamline processes across areas such as partner onboarding, product activation, customer sign-up, and data management.
- Ensures internal systems and databases are accurately updated with product information, pricing, and rule changes.
- Leads improvement initiatives such as optimising the missing claims process, refining activation workflows, and enhancing partner data integration.

**3. Compliance & Quality Assurance**
- Ensures partner products and internal processes meet all relevant regulatory, industry, and internal compliance standards.
- Manages product accreditation processes in collaboration with partners and compliance teams to ensure Independent Business Owners (IBOs) are accredited to sell products.
- Validates service sign-ups in collaboration with partners and compliance teams to ensure they are genuine and in line with contractual obligations.
- Reviews and updates the parameters of the compensation plan to ensure alignment with product specific rules, enabling accurate and efficient commission processing.

**4. Reporting & Performance Analysis**
- Develops and maintains reports and dashboards to monitor key performance indicators (KPIs) such as activation times, pending orders, sales performance, claim resolution rates, cancellations, and retention.
- Provides monthly performance reports with analysis of operational trends and recommendations for improvement.
- Conducts data reconciliation between partner reports and internal records, addressing discrepancies through established procedures such as whitelisting and system mapping. 5. Cross-Functional & Partner Coordination
- Serves as the primary operational liaison between Conxxion, partners, and Independent Business Owners (IBOs) for product-related matters.
- Collaborates with sales teams to deliver training materials and ensure accurate, up-to-date product knowledge is available.
- Works with IT and partner technical teams to address operational or system-related issues.
- Coordinates with marketing and partners to manage product promotions, ensuring compliance with terms and maximising results.

**6. Continuous Improvement & Customer Experience**
- Identifies and recommends operational improvements to reduce costs, save time, and enhance the customer and IBO experience.
- Reviews the user experience of IBO storefronts used for customer sign-ups, identifying bottlenecks, inaccuracies, or opportunities for optimisation.
- Gathers feedback from partners, IBOs, and internal teams to guide product and process enhancements.

**Qualifications and Skills**
- Proven experience in process analysis, workflow optimisation, and operational performance monitoring.
- Strong analytical skills with proficiency in Microsoft Excel, including pivot tables, advanced formulas, and data visualisation.
- Excellent stakeholder management and communication abilities, with experience liaising between internal teams, partners, and independent business operators.
- Familiarity with telecommunications, energy, payment processing, and insurance industries.

**Job Types**: Full-time, Permanent

Pay: $80,000.00 per year

Work Authorisation:

- Australia (required)

Work Location: In person