Product Operations Analyst at Majority in USA

Job description

• As a Product Operations Analyst at MAJORITY, you’ll play an essential role in optimizing our banking and telecom processes, integrating AI across operations, streamlining workflows, and collaborating closely with our Product and Customer Service teams to deliver an exceptional customer experience. This role involves digging into details, making important strategic decisions, building cross-functional collaboration, and managing relationships with key partners in order to support the following areas: Growth (onboarding, adoption, retention, CIP monitoring, customer success), Bank (debit, credit), Services/Telecom (stablecoin payments/global wallet, remittance, international calling, phone plans). If you’re driven, resourceful, and excited by the chance to make an impact at startup-pace, this is your opportunity to help shape the future of financial services.

Responsibilities

• Monitor operational performance of our products and features, working with our Product and Engineering team to make improvements.
• Implement AI and automation tools to build for scale and empower our Escalations team to resolve better/faster.
• Work closely with our CS team to improve volumes, resolution quality, and efficiency.
• Team up with our Risk, Compliance, Product and Engineering teams to investigate customer behavior, proactively detect patterns, understand our customers' needs and keep our customers happy.
• Lead communications with our operational partners and providers.
• Assist with additional initiatives to reduce operational downtime, improve stability and implement automations.

Requirements

• You are bilingual in Spanish and English.
• You have fantastic communication skills and love to work in teams.
• You are extremely proactive and are not afraid to take ownership and make decisions.
• You have a passion for process and continuous improvement, especially in user-experience and customer-facing roles.
• You already use AI in your day-to-day, and are eager to implement different AI tools into our operations.
• You thrive in a dynamic, self-starter, and high-pace startup environment.
• You love working with customers, understanding their needs, and improving products to better serve them.
• You have 2+ years of experience within fintech operations, data analysis, relationship management, process development or automation.
• You have a bachelor’s degree in analytics, science, engineering, business, digital design or relevant field.
• You have experience working with cross-border markets and B2C products.
• You have some experience with coding (Python). You won't be coding much in this role, but you will be handling multiple software interfaces (n8n, Looker, Intercom, Datadog, Jira) and having at least some programming experience will help you succeed.

Skills

Required

• Bilingual in Spanish and English
• Fantastic communication skills
• Teamwork
• Proactive
• Ownership and decision-making
• AI tools usage
• Thrives in startup environment
• Customer-focused

Preferred

• Fintech operations
• Data analysis
• Relationship management
• Process development
• Automation
• Cross-border markets
• B2C products
• Coding (Python)