Senior Manager – Product Operations
Job Description
Drive, develop, and scale the Product Operations (ProductOps) capability within Riyadh Air’s Guest Experience Department. Leads NorthStar framing, roadmap definition, research operations and voice of customer to ensure the end-to-end guest / staff digital products and experiences stays true to RX’s vision. Ensures the daily management of digital operations including user testing, and overall initiative-level requirements to uphold the brand positioning and corporate mission.
Responsibilities
- Focus and lead the improvement of operations of how products are built through process refinement, craft, workshops and design sprints.
- Lead product experimentations to allow Guest Experience teams to continue making insight-driven decisions and solution design inputs.
- Operationalize the Voice of the Customer, creating and embedding a feedback loop into the guest/staff experience cycle.
- Orchestrate and lead adoption, playing an active role in product launches and implementation, aligning stakeholders together in terms of timelines and information.
- Encourage input and alignment from multiple internal stakeholders, third parties, and larger ecosystem players.
- Leads the prototyping and testing of product, experience ansd service concepts to validate ideas and enhance the Riyadh Air experience.
- Responsible for all experience documentation, systems and recommendations for Executive management approval.
- Act as a liaison between various internal and external stakeholders, including leadership, function heads, engineering, design, operations, commercial, marketing, and executive management.
- Establish a scalable experience governance framework customized for a digitally native business, co-governing with the Digital, Commercial, Corporate, Ops and Guest Experience teams.
- Manage the budget for digital value stream projects, ensuring efficient resource allocation Spearhead interventions and innovation within intricate, multi-partner ecosystems.
- Identify frameworks best suited to simplify complex challenges in human behaviors, relationships, workflows, and processes and guide decision-making.
- Follow-up daily live-op problems, including version stability and customer/staff feedback monitoring, provide timely coordination of problem fixes, support on version quality and experience optimization.