Senior Product Operations Specialist

Location: South Melbourne, VIC

Work arrangement: Hybrid, 1 day work from home per week (Monday)

Reports to: Operations Leader

Salary: $90,000 – $120,000 per annum

About the Role

We are looking for a proactive Senior Product Operations Specialist to own operational health across core user journeys — including registration, KYC, payments, SMS/OTP, wallet, and betting/play flows. You will monitor live metrics, respond to incidents, and work with cross-functional teams to resolve issues quickly and improve conversion and reliability.

Ideal for someone from consumer internet, fintech, gaming, or mobile app operations who enjoys real-time problem solving, SQL-led analysis, and using modern tools (including AI) to improve efficiency.

Key Responsibilities

· Monitor daily and real-time KPIs across critical journeys: conversion, payment success, SMS delivery, betting/settlement, and wallet flows

· Triage and coordinate platform incidents with product, engineering, payments, and support; track resolution and post-incident learnings

· Identify friction in the user funnel using SQL, dashboards, and product analytics (e.g. Power BI, Mixpanel or equivalent)

· Propose and support operational improvements based on data and root-cause analysis

· Maintain runbooks, escalation paths, and operational quality standards in a fast-paced, 24/7 digital product environment

· Partner with campaign and analytics colleagues on conversion and reliability initiatives

· Use AI tools where appropriate to speed up investigation and reporting

Requirements

· Bachelor’s degree or equivalent practical experience

· 5+ years in product operations, business operations, or similar roles in B2C internet/mobile products (3+ years considered for high-potential candidates)

· Strong ownership, detail orientation, and calm under pressure

· Hands-on SQL and experience with BI/product analytics tools

· Proven ability to diagnose root causes and coordinate across teams without formal authority

· Full Australian work rights

Nice to Have

Experience working with conversion funnels, user journey optimization, or operational monitoring.

Exposure to product analytics, dashboarding, or performance tracking.

Experience in a data-driven operational environment.

Experience in Online Betting Industry.

Can Speak and Write Mandarin is Mandatory to be considered in this role