Senior Product Operations Specialist (Mandarin Speaking a MUST)

South Melbourne, VIC | Hybrid (1 day WFH - Monday) - 4 days per week in the office

Full-time | 10:00am-6:00pm or 11:00am-7:00pm (Please don't apply if you cannot work these hours.)

Our client is seeking a Senior Product Operations Specialist to take ownership of the operational health across key user journeys in a fast-paced digital product environment.

This role is ideal for someone who thrives in real-time operations, data-driven decision-making, and cross-functional problem solving, particularly across consumer internet, fintech, gaming, or mobile app platforms.

You will play a critical role in ensuring the smooth performance of core systems such as registration, KYC, payments, SMS/OTP, wallet, and betting/play flows, while continuously improving conversion, reliability, and user experience.

What's on Offer

- Competitive salary of $90,000-$120,000 (Salary is slightly negotiable for a great candidate).
- Hybrid working model with 1 day WFH (Monday).
- Transport allowance of $20 per day when working in-office until 7:00pm.
- Biannual performance bonus paid in June and December (pro-rated based on start date).
- Opportunity to work in a high-growth, data-driven product environment.

About the Role

Reporting to the Operations Leader, you will monitor live platform performance, identify issues, coordinate incident resolution, and drive continuous improvement across critical customer journeys.

You will work closely with Product, Engineering, Payments, and Support teams to ensure seamless operations and fast resolution of any issues impacting users.

- Monitor real-time and daily KPIs across critical funnels including conversion, payments, SMS delivery, wallet activity, and betting/settlement flows.
- Triage, manage, and coordinate platform incidents across cross-functional teams.




- Track incident resolution and lead post-incident analysis and learning reviews.
- Use SQL and analytics tools (e.g. Power BI, Mixpanel or similar) to identify friction points and operational issues.
- Diagnose root causes and recommend data-driven improvements to enhance reliability and conversion.
- Maintain operational runbooks, escalation processes, and service quality standards.
- Partner with Product, Campaign, and Analytics teams to support optimisation initiatives.
- Leverage AI tools where appropriate to improve speed of analysis and reporting.

You Will Bring

- Bachelor's degree or equivalent practical experience.
- 5+ years' experience in Product Operations, Business Operations, or similar roles in B2C digital/mobile environments (3+ years considered for strong candidates).
- Solid ownership mindset and ability to stay calm under pressure.
- Hands-on SQL experience and familiarity with BI/product analytics tools.
- Proven ability to investigate issues, identify root causes, and coordinate resolution across teams.
- Strong communication and stakeholder management skills.
- Full Australian working rights.
- Experience working with conversion funnels and user journey optimisation.
- Exposure to product analytics, dashboards, and performance monitoring tools.
- Experience in fast-paced operational or real-time digital environments.
- Background in online betting, gaming, fintech, or subscription-based platforms.

Employer Questions

- How many years' experience do you have using SQL queries?
- How many years' experience do you have as an Operations Specialist?
- How many years of B2C marketing experience do you have?
- Which of the following statements best describes your right to work in Australia?
- What's your expected annual base salary?
- How would you rate your Mandarin language skills?

Applicants must have full Australian working rights.

#J-18808-Ljbffr

📌 Product Operational Specialist (Melbourne)
🏢 Cipher Recruitment
📍 Melbourne