Role Purpose:

Ensure effective day-to-day operation and adoption of digital products by connecting business needs with product capabilities, managing functional requests and approved system configurations, and supporting operational readiness across teams. The role serves as the primary functional contact for internal stakeholders, coordinates product-related activities, maintains access and configuration controls, and delivers product demonstrations, training, and documentation to enable consistent and efficient use of the product.

Key Accountabilities:

1- Stakeholder Intake & Functional Triage

• Serve as the first point of contact for internal stakeholders regarding product functionality, requests, and day-to-day operational questions.
• Understand and classify incoming matters as bug reports, new feature requests, enhancements, configuration changes, access requests, or operational/process issues.
• Resolve functional usage questions and configuration-related matters within approved permissions; route product decisions to Product Managers, defects to Engineering/QA, and non-product issues to the appropriate owners.
• Maintain a clear record of requests, impact, ownership, progress, and resolution; communicate updates and follow through until closure.

2- Product Configuration & Access Administration

• Own day-to-day administration of approved, configurable product settings and operational parameters across assigned digital products and internal tools.
• Apply configuration changes based on documented business rules, authorized requests, and appropriate approval controls; validate their operational impact and keep change records.
• Provision, modify, and revoke user roles, permissions, and feature access within delegated authority and company security policies, coordinating with IT/Security as needed.
• Maintain up-to-date configuration references, access instructions, and ownership documentation.

3- Feature Enablement, Demos & Training

• Prepare and conduct functional demonstrations of newly launched features and significant product updates for relevant internal users.
• Own product-related user onboarding, practical training, guides, FAQs, and communication of workflow changes.
• Help teams understand how to use features correctly, what has changed, and how to handle common operational scenarios.
• Monitor user readiness, adoption barriers, and recurring questions; propose follow-up training or improvements.

4- Operational Coordination & Stakeholder Alignment

• Coordinate day-to-day cross-functional follow-ups, resolve operational dependencies, and maintain timely communication on product-related activities.
• Work with Operations, Sales, Customer Experience, Finance, Product, Engineering, QA, and other teams to remove blockers and clarify workflows.
• Track dependencies and unresolved issues, escalate decisions or risks to the appropriate owner, and ensure stakeholders receive timely updates.
• Consolidate frontline feedback and recurring friction into clear, actionable insights for Product Managers.

5- Product Process & Continuous Improvement

• Document current workflows, standard operating procedures, configuration guides, and operational handoffs.
• Identify inefficient processes, repetitive manual work, misuse of features, and opportunities for product or operational improvement.
• Support release handover and post-launch readiness from an operational adoption perspective, in collaboration with Product and QA.
• Report on request patterns, resolution time, training effectiveness, adoption, and operational pain points using available tools and data.

Desired Candidate Profile

• Bachelor s degree in Business Information Systems, Information Technology, Business Administration, or a related field.
• 2+years of experience in Product Operations, Business Systems Operations, Application Administration, Business Analysis, or related technology-enabled roles.
• Strong understanding of software products, user roles, business workflows, and the distinction between defects, enhancement requests, and configuration issues.
• Experience administering configurable digital tools, managing access controls, and handling stakeholder requests in a structured way.
• Comfortable using Jira or comparable tracking tools, documentation platforms, and spreadsheet/reporting tools.
• Strong communication, stakeholder management, troubleshooting, training, documentation, and prioritization skills.
• Ability to understand technical concepts and collaborate effectively with engineering teams without being required to write software or execute QA testing.
• Good written and verbal communication in Arabic and English.