Product Operations Specialist

Job Summary & Responsibilities:

The Product Operations Specialist (full-time) will be a fixer that can work to keep our Product working.  They are an innovative and creative person who is tech-savvy and can pick up new tools and skills quickly.  Essential duties and responsibilities include but not limited to:

• 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

Supervisory Responsibility:

• This position may include supervising one or more employees and outsourced staff where applicable. Supervisory responsibilities include but are not limited to:
• Provide consistent training, support, and mentorship to support agent team
• Fairly and consistently ensure compliance with company policies and procedures

Education/Experience:

• Bachelor’s degree or equivalent experience

Knowledge, Skills, & Abilities:

• 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)

Physical Requirements:

• The ability to sit for prolonged period of time and view computer screen.

Equipment/Software Used:

• Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Webiny & Page Builder
• Ceros
• Sonic (UMS, VMS, and Site Builder)
• Zendesk
• App stores: Amazon, Apple, Google, Roku
• Payment systems: Adyen & PayPal
• SQL
• Excel and/or Google Sheets
• Be able to use formulas and perform data analysis and visualization
• Amplitude
• Apptentive
• PagerDuty
• ViralSweeps
• Mux
• New Relic
• Grafana
• GitHub
• Kibana

Work Environment:

• Work is performed in an office environment that is well lit and ventilated.

In compliance with local law, we are disclosing the compensation, or a range thereof, for roles that will be performed in California. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of MotorTrend's total compensation package for employees. Pay Range: $65,000.00 - $85,000.00 salary per year. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, MotorTrend provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO).