Product Specialist - Retail at Omnibiz Africa

Job Description
We are looking for a Product Support Analyst to join our Retail Team on our journey to ensure continuous delivery of amazing experiences, by:

• Collaborating with cross-functional internal teams to understand and build operational processes that help to resolve complex issues and improve the customer experience.
• Communicating modifications to the existing products/new product offerings and innovation.
• Troubleshooting account issues, escalating issues to cross-functional teams when necessary.
• Being curious enough to spend an afternoon tracking down the right answer.
• Maintaining product lifecycle changes through accurate documentation.

Duties and Responsibilities
We will rely on you to make sure the two-way feedback loop between Technology and Business teams is effective and that the product teams use customer insights during the product development process. 

Your Mission:

• Be an individual contributor and an expert in all our efforts towards the retailers’ experience - Demand and Supply
• Inform and deliver new strategies and tactics to improve users' experience with Product Support.
• Work cross-functionally with Engineers and Product Managers, to advocate key areas for improvements for high-impact issues.
• Proactively find areas for improvement, be innovative in seeking the best solution, and execute in a timely and considered manner
• Continuously identify opportunities for simplicity and scalability.
• Develop and implement a continuous improvement methodology that will identify critical areas for improvement, identify optimal solutions, and implement improvement initiatives within the organization.
• Provide data-driven insights and feedback to enhance internal customer experiences.
• Liaise between business and product teams to get answers to escalated and tricky questions
• Track issues/bugs

What you’re bringing on board:

• Understanding of core business structures and processes, to enable improvement recommendation.
• Build strong relationships and connect with others easily
• Be empathetic and work to understand the perspective of the business teams - your customer
• A track record for developing and driving high-level support initiatives from the ground up
• Track and communicate new product introductions
• Be familiar with agile software development and related tools.
• Ability to think like a Product user and be invested in users’ needs.
• Hands-on attitude, capable of dealing with constant change and being able to get things done in a timely and effective manner.
• A proactive mentality and desire to make an impact.
• Conduct research and user interviews on feature updates/upgrades
• Analyze data on the impact of an application on the businesses
• Collect data to understand user behavior and improve business impact.

Qualifications

• Bachelor’s Degree in Business or relevant field.
• 2+ years of professional experience executing operational improvements in a dynamic, entrepreneurial environment.
• Exceptional interpersonal skills; strong written and verbal communication skills.
• Good stakeholder management skills are highly required.
• Service-oriented focus and ability to work as part of a fast-paced, high-performance team.
• Strong work ethic, self-starter, ability to work in a fast-paced, team-oriented environment
• Self-motivated and goal-driven to run with individual projects to meet business needs
• Excellent organizational and analytical skills.
• Ability to handle multiple assignments, prioritize tasks, and meet demanding deadlines.

Benefits

• Growth
• Equal Opportunity
• Exchange ideas and meet colleagues from different teams in our active squads.