Product Operations Specialist

Who We Are:

Convoso is a leading provider of omnichannel contact center software. The company was founded on innovation and continues to push boundaries in our industry. 

Headquartered in Los Angeles, the company has employees around the globe working both hybrid and remote. The company culture fosters team integrity, positive persistence, and continuous growth. (A heads up - we were awarded as Built In LA’s Best Places to Work in 2020, 2021 and 2022!)

With Convoso, the future is bright as we continue to evolve our technology.

The company’s foundational product provides the most powerful contact center software available for outbound teams. However, we are expanding our reach by relaunching an advanced version of our conversational AI product. The enhanced capabilities of our Intelligent Virtual Agent (IVA) gives our customers a competitive edge and streamlined productivity by dramatically reducing repetitive tasks. This future forward technology will allow Convoso to grow into new markets across hundreds of use cases. 

Convoso is looking for people who are excited about technology and the fast growing, innovative field of IVA and AI. We are a company of motivated team players driving accelerated growth in a supportive, positive culture. We celebrate a diversity of people, ideas, and backgrounds that contribute to one shared community. 

Most roles at Convoso function as “hybrid” with some opportunities for travel to in-person business events and company meetings. For remote positions, Convoso’s U.S. hiring is open to candidates who are residents of the following states: AZ, CA, CO, CT, FL, GA, IL, IN, MA, NC, NJ, NV, OH,TX, UT.

The Job:

At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. That’s where you come in.

​​We are looking for … a Product Operations Sepecialist.

This role is an important addition to the product management team at Convoso as the team is moving towards becoming more data-driven. You will work closely with all the product managers and product leadership to get data and turn that data into actionable insights that will be instrumental in both the tactical and strategic direction of the Convoso suite of products. You will have to work on compiling data from a variety of sources - both home-grown and 3rd party systems - as well as a variety of stakeholders in the business.

This role will also be instrumental in the management of the tools used by the Product team and the implementation of processes for the Product team to keep us working like a well-oiled machine on a day to day basis.

Stepping into this very challenging role will mean stepping into a dynamic environment. There’ll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines. 

What You'll Be Doing:

• Data Analysis Tasks:
• Retrieve data on a regular basis from different sources such as the core Convoso systems, Zuora, Pendo, Zendesk, Salesforce, and more.
• Clean and merge data to transform it into readable and insightful formats.
• Track KPIs, update dashboards, and share with the regular stakeholders.
• Assist product managers with gathering user data for analysis around product usage and adoption, billing, revenue, and support.
• Operational Tasks:
• Establish processes and best practices for reporting on KPIs and other insights.
• Take full ownership of Pendo and other Product tools, ensuring that data is clean and reliable and dashboards are up to date. 
• Ensure all new feature requests are properly tagged and categorized within established SLAs and that the appropriate Product Manager reviews them and communicates with customers via Pendo or other channels within established SLAs.
• Assist in the implementation of Product processes to ensure that tasks are executed in a consistent manner and according to established processes.
• Team Efficiency:
• Become a strong, contributing member of the team through the operational cadence, helping others succeed, and improvements to how we operate.

Who You Are:

 

• Bachelor's or Associate's Degree in Mathematics, Business, or Computer Science field or equivalent practical experience in Business/Data Analysis.
• 2+ years of data analysis, business intelligence, or product operations (or equivalent role) experience with a focus on data required.
• A robust understanding of the Convoso platform is a very strong plus.
• Experience with extracting and transforming data from a variety of sources.
• Affinity and interest in data visualization approaches.
• Strong communication skills.
• Strong analytical skills
• Experience in building presentations and communicating ideas supported by data.
• Ability to build relationships and influence others without authority at all levels of the organization.
• A passion for resourceful and creative problem-solving.
• Ability to handle multiple competing priorities in a fast-paced environment

 

Work Perks Worth The Hype:

• Competitive compensation package
• PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
• Your birthday off
• Leadership Development Program
• Company Outings
• On and offsite team building events
• Paid training for departments
• Apple laptop (most roles)
• And a team of highly experienced and kind colleagues!

HQ Office:

• Casual office environment & dress
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• Monthly Massages
• On-site Car Wash 
• Free Parking