SUBSIDIARY ABS-CBN Global
POSITION Product Operations Specialist (for TFC Online)
WORK LOCATION National Capital Region
DATE POSTED August 13, 2019

BUSINESS SUMMARY

ABS-CBN Global utilizes the latest technology and available resources to provide Filipinos the most innovative products and services in content development and distribution, telecommunications, retail, money remittance, cargo forwarding, and social networking. 

ABS-CBN Global goes beyond content development and distribution as part of its mission to serve, empower, connect, and instill national pride among Filipinos worldwide. ABS-CBN Global provides products and services that enable Filipinos overseas to connect and nurture relationships with the Philippines and Filipinos worldwide.

RESPONSIBILITIES

    POSITION SUMMARY
    The objective of the TFC Online Operations Specialist is to oversee daily customer support performance and product operations of TFC Online in coordination with the TFC.tv Operations Head, TFC Online team, Manila Contact Center and the Global and Regional CS Operations teams (Online CS Specialist).
    MAJOR FUNCTION AND DUTIES
    Product Operations:
    • Assistance in product setup and execution for all product website content and campaign management including updates, compliance, version control and quality assurance via several systems (CMS, GOMS, 2CheckOut) for promotions, merchandising, product content, etc.
    • Assistance in creation, maintenance and audit of packages and products offered regionally or globally on the CMS platform for TFC Online product and package operations
    • Uploading of website/app content (such as FAQs, dealer listings) in keeping the website/apps current
    • Assist on performance monitoring, including ownership of KPIs including logins, page load time, broken links, rage clicks, errors logged, delayed uploading of content, crashing of site/apps, etc.
    • Data generation from tools like Netsuite-GOMS and in-house developed dashboard as well as monitoring and auditing of data – pulling data from SAS-VA and Google Analytics – for management  and client services in support of Product Operations business reviews
    • Assist and participate in the UAT testing for TFC Online projects
    • Monitor inventory of cards and EPINs for global and regional distribution
    • Support on maintaining and updating Process Documentation and Policies as it relates  to TFC Online Customer Support Operations
     
    Customer Service Operations
    • Data generation for reporting/monitoring of CS cases and TFC Online technical and product issues/outages
    • Handling of specific cases escalated from the Manila Call Center or other department as it relates to TFC Online Operations
    • Assist in cascading information related to TFC Online product enhancements, feature releases, package and content availability, special livestream, and on-ground events, and promotional offerings to the CS team
    • Data generation monitoring/auditing of data – for management and client services in support of CS Operations monthly operational reviews
    • Track information from CS agents about customer complaints, issues, inquiries, concerns related to  product usage
    • Maintain tracker  and monitor current and open issues experienced on TFC Online

REQUIREMENTS

    • With background on Product Development or Product Operations
    • With background on process engineering / innovation
    • With background on data analytics
    • Fresh graduate who studied subjects on process engineering, product and/or customer operations but preferred to have at least 2-3 years of relevant experience in Product Development or Operations
    • With familiarity of ABS-CBN Content / Properties

Preference will be given to candidates who APPLY ONLINE.