Product Operations Associate

**Description**:
The Product Operations Associate will be a vital collaborator, working to guarantee the smooth operation and improvement of our financial products. Working directly with the Technical Support Manager, you will connect customer support, product development, and operations to ensure a seamless user experience and operational efficiency. You will drive product improvements, analyze support trends, and optimize processes to enhance customer satisfaction and business success.

**Key Responsibilities**:
Product Support & Incident Management
- Act as the first point of escalation for technical issues related to our products.
- Collaborate with the Technical Support Manager to diagnose and resolve product-related issues efficiently.
- Monitor, analyze, and report on support tickets to identify trends and recurring issues.
- Work closely with engineering and product teams to prioritize and resolve technical challenges.

Process Optimization & Documentation
- Develop and refine operational workflows to improve the efficiency of product support and troubleshooting.
- Document standard operating procedures (SOPs) to ensure consistent handling of technical and operational tasks.
- Support automation initiatives to streamline customer support and product operations.

Customer Success & Engagement
- Work closely with the customer support team to improve response times and issue resolution.
- Gather customer feedback, analyze common pain points, and collaborate with product teams to drive improvements.
- Assist in the implementation of self-service solutions, such as FAQs and knowledge bases.

Data Analysis & Reporting
- Analyze support and operational data to track product performance and user experience.
- Identify key trends and provide actionable insights to enhance product functionality and efficiency.
- Assist in building dashboards and reports to support decision-making.

Cross-Team Collaboration
- Liaise between product, engineering, customer support, and compliance teams to ensure alignment on operational processes.
- Support the rollout of new product features by preparing training materials and troubleshooting potential issues.
- Contribute to testing and quality assurance efforts before product updates and launches.

**Skills, Knowledge and Expertise**:

- 1-3 years of experience in product operations, technical support, or a related field.
- Strong analytical and problem-solving skills with attention to detail.
- Excellent communication skills and ability to collaborate across teams.
- Experience with Intercom, CRM systems, or customer support tools is a plus.
- Familiarity with financial products, fintech, or compliance-related operations is preferred.
- Ability to work in a fast-paced, dynamic environment and adapt to evolving business needs.
- Proficiency in English (spoken and written) is required.

**About Malaa**:
Malaa is the leading wealth management tool in the Kingdom, addressing the gap in the financial products offerings and advancing cutting-edge technology adoption by offering data-driven financial products and services that empower individuals and organizations for better financial decisions. Established in November 2021, Malaa aims to be the go-to for financial decision-making, whether it’s for saving, lending, or investing. Malaa is regulated by the Saudi Central Bank (SAMA) for Open Banking activities and the Capital Market Authority for Robo-advisory and asset management activities.

Malaa is spearheading Open Banking in the Kingdom as the first Open Banking company to officially launch its services for its users and the first company to offer behavioral risk profiling for its lending partners, leveraging Open Banking data with exceptional engineering and data science capabilities.