Serve as the primary point of contact for product-related production issues; assess severity, urgency, and business impact.
Investigate issues by reproducing bugs in staging environments, gathering relevant data, and documenting findings in Jira.
Partner with Engineering to drive resolution, validate fixes, and conduct root cause analyses.
Manage tickets from intake through resolution, ensuring timely updates and stakeholder communication.
Identify recurring trends and recommend processes or system improvements.
Develop, maintain, and continuously improve training guides and onboarding materials.
Create and manage internal knowledge bases, FAQs, and user documentation.
Publish release notes and communicate product updates to relevant stakeholders.
Lead training sessions to support internal product adoption and operational readiness.
Propose and implement process enhancements to improve operational stability and efficiency.
Analyze product usage, support trends, and operational metrics to inform improvements and leadership insights.

3+ years of experience in Product Operations, Business Operations, Program Coordination, or a related operational role (preferably within retail eCommerce or digital product environments).
Experience operating within cross-functional, Agile product organizations.
Strong analytical and structured problem-solving skills; experience with reporting tools and data analysis.
Proficiency with ticketing systems (e.g., Jira) and documentation platforms.
Exceptional written and verbal communication skills, with the ability to translate technical concepts into business impact.
Demonstrated ability to manage multiple priorities in fast-paced, evolving environments.

K&L Wine Merchants

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