Product Operations Specialist

1 month ago

Toronto, Canada PAVE Full time

Company Overview At PAVE, we are redefining how the world inspects vehicles across the automotive landscape.

For fleet owners and managers, we are proud to work with you to simultaneously advance and modernize the condition management of your vehicle fleets and we are thankful for the recognition and positive impact we are having on the fleet industry.

In 2023, PAVE was named Overall Fleet Management Company Of The Year in the annual AutoTech Breakthrough Awards.

We are going through an exciting period of growth in our business and seeking a detail-oriented Data Analyst and System Performance Manager.

This role is hybrid remote, and attendance in our downtown Toronto office is required. Salary range is $70-80K CAD.

Role Overview:
Reporting to the Director, Major Accounts Product Operations , t his role will focus on client requirements management, technical support for integrations, third-party integration projects, and onboarding new clients. The ideal candidate will have strong project management skills, a technical background, and a customer-centric mindset.
Key Responsibilities:
Client Requirements Management:
Assist in gathering, documenting, and prioritizing client requirements in collaboration with the Product Manager.
Facilitate communication between clients and internal teams to ensure alignment on product features and deliverables.
Monitor progress on client-specific features and provide regular status updates.
Technical Support for Integrations:
Provide technical support for integration-related issues, troubleshooting and resolving problems quickly and efficiently.
Work with the development team to optimize integrations and meet client requirements.
Create technical documentation and guides for internal and client use.
Third-Party Integration Projects:
Coordinate third-party integration projects, managing timelines, deliverables, and communication with external partners.
Conduct thorough testing of new integrations to ensure seamless operation.
Identify opportunities to enhance existing integrations and drive product improvements.
Client Onboarding:
Lead the onboarding process for new clients, ensuring a smooth transition and setup of their accounts and integrations.
Develop and deliver training materials and sessions to help clients get the most out of the product.
Collect and incorporate feedback from clients to improve onboarding practices.
Product Operations Support:
Assist the Director of Product and Product Manager in streamlining product operations, including maintaining roadmaps, managing product backlogs, and tracking key metrics.
Help coordinate cross-functional efforts to ensure timely delivery of features and product improvements.
Analyze product performance data to identify trends and provide insights for decision-making.
Process Improvement:
Continuously identify and implement process improvements to enhance productivity and communication within the product team.
Develop best practices and standard operating procedures for product operations.
Troubleshooting and Technical Support:
Provide troubleshooting and technical support for Tier 1 Help Desk associates.
Escalate complex technical issues to relevant teams and ensure timely resolution.
Full-Time Flexible Hours:
This is a full-time role with flexible working hours throughout the week.
Be available for product-related activities across different times of the day to meet client needs and support global teams.

Qualifications:
Bachelor's degree in Business, Computer Science, Information Technology, or a related field.
3+ years of experience in product operations, technical support, or project management.
Strong understanding of SaaS products and technical integrations.
Excellent project management and organizational skills.
Proficiency in project management tools (e.g., Jira, Asana) and data analysis (e.g., Excel, SQL).
Exceptional communication skills, both written and verbal.
Preferred Skills:
Experience working with third-party APIs and technical documentation.
Familiarity with onboarding processes and client relationship management.
Background in software engineering or technical support.
At Pave, we are committed to fostering an inclusive and accessible workplace environment. As part of this commitment, we want to ensure that all individuals have an equal opportunity to participate in our recruitment process. If you are a job applicant with a disability and require accommodations during any stage of the recruitment process, please let us know. We are dedicated to providing reasonable accommodations to ensure that all candidates can fully participate in our assessment and selection procedures. Your request for accommodation will be treated with confidentiality and respect. We will work with you to identify and implement suitable accommodations based on your individual needs.

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