Senior User Operations Specialist at PalmPay

• We are looking for a Senior User Operations Manager to lead user engagement initiatives across the full user lifecycle — from acquisition to retention, conversion, and reactivation. This role will be instrumental in shaping our user strategy, leveraging data insights and close cross-functional collaboration to optimize user experience and drive sustainable growth.

Key Responsibilities:

• Develop and execute data-driven user lifecycle strategies to enhance acquisition, activation, retention, and reactivation;
• Build and manage user segmentation, persona development, and tagging systems, enabling more targeted and personalized user operations;
• Design and lead impactful user engagement campaigns, including incentive programs, rewards systems, content-driven activations, etc.;
• Partner with product, data, marketing, and customer experience teams to improve end-to-end user experience and product engagement;
• Manage multi-channel user communication strategies (push notifications, in-app messages, SMS, email, communities, etc.);
• Monitor user behavior and key operational KPIs; generate insights and present regular performance reports and strategy reviews to leadership
• Stay up-to-date on industry trends and competitor strategies to continuously innovate user operations tactics.

Requirements:

• Bachelor’s degree or above, preferably in Marketing, Psychology, Statistics, Business, or a related field;
• 5+ years of hands-on experience in user operations, lifecycle marketing, or CRM management — preferably with large-scale consumer products (Fintech, E-commerce, Social, Gaming, etc.);
• Strong understanding of user segmentation, lifecycle management, and engagement strategies;
• Data-driven mindset; proficient in Excel and at least one analytics tool (e.g., SQL, Looker, Power BI, Tableau);
• Solid project management skills; ability to lead cross-functional initiatives and manage multiple priorities;
• Familiar with multi-channel user communication tools and engagement platforms;
• Creative, analytical, and user-centric — with a passion for building delightful experiences.

Preferred Qualifications

• Experience managing or mentoring junior operations staff;
• Proven track record of improving retention or conversion rates through strategic initiatives;
• Knowledge of AARRR, RFM, or other user analytics models;
• Experience in international markets or multilingual user bases is a strong plus.