Head of Product – Operations

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Take ownership and manage the company’s product roadmap.

• Convert commercial needs into clear development specifications.

• Prioritize features, enhancements, and bug fixes.

• Oversee external developers and technology partners.

• Question development estimates and timelines.

• Define acceptance criteria for development tasks.

• Organize product releases.

• Keep product and technical documentation up to date.

• Lead QA and regression testing efforts.

• Conduct testing of developments prior to production release.

• Maintain registers for bugs and issues.

• Manage development priorities and ensure timely delivery.

• Address security, backups, platform reliability, and technical challenges.

• Oversee fundraiser operations from the signed agreement through onboarding, setup, launch, and ongoing management.

• Supervise merchant operations from the signed agreement through onboarding, offer setup, approval, live operations, and continuous management.

• Manage member and payment operations, including registration, payments, fundraiser allocation, membership activation, usage, and renewals.

• Handle Stripe/payment issues, including failed payments, refunds, membership status, and reconciliation.

• Create customer support processes for fundraisers, merchants, and members.

• Develop support systems, FAQs, documentation, and automation solutions.

• Create and maintain management reporting covering fundraisers, merchants, members, sales, revenue, distributions, payments, renewals, support, product development, and platform performance.

• Identify manual processes and work towards automating them progressively.

• Assume day-to-day product and operational management responsibilities from the Founder.

• Establish scalable frameworks to support significant company growth.

⛳️ Requirements

• Over 5 years of relevant experience in Digital Product and/or technology-enabled operations.

• Previous experience with an Australian, UK, US, or other international technology company is highly desirable.

• Exceptional written and verbal English communication skills.

• Proven experience in SaaS, marketplace, fintech, subscription, or membership platforms.

• Experience in product management and/or product ownership.

• Background in managing external software developers.

• Familiarity with QA and software release processes.

• Experience in digital customer onboarding.

• Knowledge of payments and subscriptions; experience with Stripe is highly regarded.

• Proficiency with CRM and workflow systems.

• Experience in process automation.

• Background in customer support operations.

• Experience with data management, dashboards, and reporting.

• Proven experience in developing operational processes within a growing company.

• Must possess enough technical confidence to manage developers effectively.

• Must be comfortable working Australian business hours (9:00 am–5:00 pm).

• Formal tertiary qualifications in technology, information systems, business, operations, or related fields are advantageous but not mandatory.

• Must disclose any ongoing roles or client work.

• Must reflect this engagement on their LinkedIn profile.

🏝️ Benefits

• 100% remote work from home.

• Formal employment through an Employer of Record (EOR) arrangement.