ABS-CBN Corporation
ABS-CBN Corporation

Product Operations Specialist (for TFC Online)  

ABS-CBN Corporation

  • Quezon City, Philippines
    Ground Floor ELJ Building, ABS-CBN Compound, Mother Ignacia Avenue, 1100 Metro Manila, Quezon City, Metro Manila, Philippines
    Quezon City
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 4 years ago

2019-10-30T16:00:00+00:00
Job closed.

Job Description

POSITION SUMMARY

The objective of the TFC Online Operations Specialist is to oversee daily customer support performance and product operations of TFC Online in coordination with the TFC.tv Operations Head, TFC Online team, Manila Contact Center and the Global and Regional CS Operations teams. (Online CS Specialist).

MAJOR FUNCTION AND DUTIES

Product Operations:

  • Assistance in product setup and execution for all product website content and campaign management – including updates, compliance, version control and quality assurance – via several systems (CMS, GOMS, 2CheckOut) for promotions, merchandising, product content, etc.
  • Assistance in creation, maintenance and audit of packages and products offered regionally or globally on the CMS platform for TFC Online product and package operations
  • Uploading of website/app content (such as FAQs, dealer listings) in keeping the website/apps current
  • Assist on performance monitoring, including ownership of KPIs including log-ins, page load time, broken links, rage clicks, errors logged, delayed uploading of content, crashing of site/apps, etc.
  • Data generation from tools like Netsuite-GOMS and in-house developed dashboards as well as monitoring and auditing of data - pulling data from SAS-VA and Google Analytics -for management and client services in support of Product Operations business reviews
  • Assist and participate in the UAT testing for TFC Online projects
  • Monitor inventory of cards and EPINs for global and regional distribution
  • Support on maintaining and updating Process Documentation and Policies as it relates to TFC Online Customer Support Operations

Customer Service Operations:

  • Data generation for reporting/monitoring of CS cases and TFC Online technical and product issues/outages
  • Handling of specific cases escalated from the Manila Call Center or other departments as it relates to TFC Online Operations
  • Assist in cascading information related to TFC Online product enhancements, features releases, package and content availability, special livestream and on-ground events, and promotional offerings to the CS team
  • Data generation monitoring/auditing of data -for management and client services in support of CS Operations monthly operational reviews
  • Track information from CS agents about customer complaints, issues, inquiries, concerns related to product usage
  • Maintain tracker and monitor current and open issues experienced on TFC Online

Minimum Qualifications

  • With background on Product Development or Product Operations
  • With background on process engineering / innovation
  • With background on data analytics
  • Fresh graduate who studied subjects on process engineering, product and/or customer operations but preferred to have at least 2-3 years of relevant experience in Product Development or Operations
  • With familiarity of ABS-CBN Content / Properties

Required Skills

  • Operations Management
  • Digital Marketing
  • Process Flow Development
  • Product Management

Jobs Summary

Job Level
Entry Level / Junior, Apprentice
Job Category
Media and Creatives
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Often
Office Address
Ground Floor ELJ Building, ABS-CBN Compound, Mother Ignacia Avenue, 1100 Metro Manila, Quezon City, Metro Manila, Philippines
Industry
Entertainment / Film / News and Current Affairs / Public Service / Publishing / Digital, etc.
Vacancy
1 opening
Website
https://careers.abs-cbn.com/

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About ABS-CBN Corporation

ABS-CBN is considered one of the country’s leading media and entertainment companies, with service offerings across the different platforms of media, servicing a wide array of customer segments. As an organization, ABS-CBN affirms its mission of being in the service of the Filipino and all of its stakeholders worldwide. The company is driven to pioneer, innovate and adapt as it continues to provide information, news and entertainment that connects Filipinos with one another and with their community - wherever they may be. ABS-CBN is firmly committed to pursuing excellence. ABS-CBN’s line of businesses include: • Content Production and Distribution is comprised of content exhibition on free terrestrial television (TV), cable channels and on-line streaming platforms; global operations; films or movies; music; narrowcast; digital; print and on-line publications; and live events and concerts. • News and public affairs programs; News delivery platforms • The company delivers television programming outside of the Philippines to over 3 million viewers in North America, the Middle East, Europe, Japan, Australia, Canada, and other countries in Asia, through the internet and the Company’s global distribution platform, TFC, using DTH satellite service, cable television channels, IPTV, mobile applications and video streaming services. • Films • Music • Digital • Live events and concerts • Cable and broadband Teams working in ABS-CBN live out these core values, collectively called “The Kapamilya Way”: • Service Orientation • Meritocracy • Excellence • Teamwork and Partnerships • Teaching and Learning • Honesty, Integrity, and Respect

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