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
  • Full time
Posted 22 days ago and deadline of application is on 30 Oct
Recruiter was hiring 11 minutes ago

Product Operations Specialist (for TFC Online)

ABS-CBN Corporation

Job Description


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 Operations Head, TFC Online team, Manila Contact Center and the Global and Regional CS Operations teams. (Online CS Specialist).


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
Fresh Grad / Entry Level
Job category
Media and Creatives
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
Ground Floor ELJ Building, ABS-CBN Compound, Mother Ignacia Avenue, 1100 Metro Manila, Quezon City, Metro Manila, Philippines
Entertainment / Film / News and Current Affairs / Public Service / Publishing / Digital, etc.
1 opening

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About ABS-CBN Corporation

ABS-CBN Corporation is the Philippines’ leading information and entertainment multimedia conglomerate. The Company is primarily involved in television and radio broadcasting, as well as in the production of television and radio programming for domestic and international audiences and other related businesses. ABS-CBN produces a wide variety of engaging, world-class entertainment programs that are aired on free-to-air television. The Company is also one of the leading radio broadcasters, operating eighteen radio stations throughout the key cities of the Philippines. ABS-CBN provides news and entertainment programming for nine channels on cable TV and operates the country's largest cable TV service provider. The Company also owns the leading-cinema and music production and distribution outfits in the country. It brings its content to worldwide audiences via cable, satellite, online and mobile. The Company has interests in content development and production, cable and satellite television services, merchandising and licensing, mobile and online multimedia services, glossy magazine publishing, video and audio post production, and overseas services, all of which complement and enhance ABS-CBN's strength in content production and distribution.
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