工作职责：

Job Summary
We are looking for talented Product Operations Specialists to join our team and drive product excellence through user-centric support and data-driven optimizations. You'll handle user feedback, implement in-product guidance, analyze key metrics ( i.e. NPS/CSAT), and maintain a product online knowledge base—all while collaborating cross-functionally to streamline workflows and enhance the customer experience.


What You Will Do
• Respond to user feedback with precision and empathy – Address product feedback tickets (Userback) swiftly and accurately, ensuring customer concerns are resolved while identifying patterns to improve product experience.
• Champion customer-centricity – Partner with Product Managers and Designers to translate feedback into roadmap priorities, ensuring solutions align with user expectations and drive product adoption.
• Maintain and evolve product knowledge resources – Build, update, and curate user guides, release notes, and self-service materials (e.g., online knowledge base) to empower user autonomy and reduce dependency on direct support.
• Implement data-driven in-product guidance – Design and deploy Product Tours, monitor adoption metrics, and propose optimizations to accelerate feature discovery and usability.
• Deliver actionable insights from customer data & product data– Analyze UX metrics (NPS, CSAT, etc), user behavior (Google Analytics, Userback, etc), product performance metrics to uncover trends, prioritize improvements, and advance Voice-of-Customer (VOC) initiatives.
• Scale operations through digital tooling – Evaluate and integrate product ops tools, automate workflows, and eliminate redundancies to boost team productivity and cross-functional synergy.
• Stay ahead of industry trends – Continuously learn new skills in product management, Design Thinking, and data analytics to enhance both personal and team capabilities.

任职资格：

What We Are Looking For
• 1+ years of experience in software support or operations role (preferably SaaS). Project, programme, or portfolio management qualifications are desirable.
• Ability to negotiate conflicting objectives and create alignment across functional teams
• Strong organizational skills and extreme attention to detail can manage multiple projects to successful completion.
• Excellent communication and documentation skills, verbal and written, in both Mandarin and English
• Experience absorbing training on complex products and tools will be a plus.
Proficient in the use of the Office Suite and Project Management Software.
• Innovative and creative characteristics drive initiatives by utilizing streamlined processes, automation, and an AI-powered approach.


Who is DerbySoft?
Connecting different businesses together is what DerbySoft’s all about. We make the travel business easier by developing intelligent technology services delivering superior performance for our customers around the globe. We’re passionate about empowering companies to achieve their goals and transforming how companies interact with their customers.
Our sophisticated connections between business partners provide highly efficient connections that minimize and evaluate transaction volume, improve functionality and provide secure and reliable environments. Our digital marketing capabilities provide Artificial Intelligence powered algorithms to help hotels manage rates, bidding and advertising and maximize their return on advertising spend.
DerbySoft has been recognized as a distinguished partner to the industry since 2002 offering strengths through exceptional technology and customer service with local operations globally.

Why work with DerbySoft?
• We offer competitive salary based on experience
• Peer recognition programs
• Casual work environment where teamwork is key
• Work with passionate experts who will share their knowledge and help you develop and grow!
• Pension plan
• Annual and performance bonus