Our business italki is a global language learning marketplace that connects students and teachers through 1-on-1 online language lessons. We’ve helped more than 5 million language learners take control of their learning and make their language journey unique. To us, nothing beats human connection when it comes to language learning, which is why it’s our aim to make italki the best community marketplace on the internet. With over 10,000 teachers teaching more than 130 languages, we have an ever-expanding pool of diverse languages available for everyone to learn, anytime, anywhere. 

Our Team When you choose to join italki, you join forces with a dynamic and culturally diverse company. Our users come from all over the world and so does our team. It is this diversity which makes italki unique. We've people from over 16 countries working in italki. We’re constantly growing and bringing cultures together to create a global language learning community. 

Introduction

italki is seeking a dedicated, hardworking Service Ops Manager with a proven track record of performance, customer empathy, and results-oriented thinking, to join the Service Operations Team in Shanghai. Ideal candidates will be analytical and capable of succeeding in a fast-paced team environment.

If you are the type of experience-driven person that feels a personal stake in everything that you work on, have a strong sense of ownership, a love for delightfully simple but powerful product experiences, enjoy working with complex technologies that can make a positive impact on people’s lives, know how to foster strong relationships with others, build trust, and work for the success of the entire team - then we look forward to meeting you!

The Service Ops Manager acts as the primary bridge between users, customer success team, and product teams. The Service Ops Manager will be responsible for recognizing and refine user demand and continuously contribute to the product optimization, connecting product teams and customer success team to ensure product roadmap alignment, supporting and owning service tools to enable customer success specialist to do their job effectively, efficiently and empathetically for italki community.

Skills & Abilities:

• Bachelor’s degree
• Outstanding written and verbal communication ability in English and Chinese
• 5+ years of experience in product management/Project experience, preferably in a Customer Service / Operations environment
• Outcome and objective-oriented, self-motivated, and creative problem solver who is able to identify obstacles, validate assumptions, and clearly articulate viable solutions to different levels of the organization
• Exceptional collaboration, partnership, and influencing skills with the ability to work in a global environment 
• Comfort in a rapidly changing business environment 
• Passionate about languages learning and the online industry 

Plus:

• ​Experience in high tech, software development, education technology industries
• Experience in Zendesk, Jira implementation 
• ​Experience in developing roadmaps, goal setting, project execution.

• Design and improve overall defects and feedback process efficiency between the service operations team and product team
• Manage and prioritize product defect & feedback backlog based on business value and customer impact 
• Research and integrate service system & omnichannel capabilities that enable Service Ops teams to effectively and efficiently service users. 
• Define and drive service tooling optimization and prioritization and be flexible to iterate/change per latest developments to meet agreed-upon deadlines and business needs
• Work closely with service operations and product stakeholders to ensure product roadmap alignment & communication  
• Work with cross functional team on incident management - Include process, investigation, resolution, walkaround & retrospective