About the role
About Gen
Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries.
Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We’re always looking for smart, fearless and high-impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results.
When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well-being programs.
At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage.
If this sounds like you, we’d love you to be part of Gen.
About the Role
The Kuala Lumpur office is the technology powerhouse of MoneyLion. We pride ourselves on innovative initiatives and thrive in a fast paced and challenging environment. Join our multicultural team of visionaries and industry rebels in disrupting the traditional finance industry!
- We are seeking a highly passionate Product Operations Analyst to work in the Product Operations department.
- You will be an essential link between customer-facing operations teams and the product and engineering team building features used by MoneyLion users.
- You'll help close the feedback loop by analyzing contact drivers, and collaborating with various team members to build a cohesive customer story illustrating the biggest areas for opportunities.
- You will also identify gaps in workflows, SOPs and operational processes, recommend practical improvements, and coordinate their implementation with stakeholders.
- You will investigate customer tickets and product escalations, identify patterns and root causes, and coordinate with the relevant teams to drive issues toward resolution.
- Your experience in data analytics will be useful in a data-driven approach to influence the team’s decisions and your communication skills will ensure stakeholders are informed of the business impact of projects and associated risks.
Key Responsibilities
- Investigate and manage customer-reported issues and product escalations, coordinating with relevant teams to drive timely resolution and close the feedback loop.
- Identify key issues and size impact from user feedback; work with Product teams for enhancements tackling those issues.
- Use operational data, existing dashboards and basic SQL to monitor issue trends, validate findings and identify actionable insights.
- Establish systematic processes to analyze and identify the root cause of various system issues identified by customers or stakeholders across MoneyLion.
- Create key workflow processes and documentation to improve team efficiency.
- Implement process improvements: identify operational gaps and implement them to optimize product operations processes, reducing costs and improving efficiency
About You
- Bachelor’s Degree in Management, Economics, Computer Science, Engineering or any related field.
- 2–4 years of experience in Product Operations, Business Operations, Business Analysis, Process Improvement or a similar operational problem-solving role.
- Knowledge of Agile principles and techniques would be beneficial to have
- Excellent written and verbal communication skills
- Excellent time management and prioritization skills
- Multi-tasking ability in managing multiple concurrent programs
- The ability to balance customer needs against the company’s vision
- You enjoy learning about technical products and processes, you are an organized, self-starter with passion for finding solutions to our user’s challenges
- You have a process-oriented mindset and ability to get things done
- Self-motivated, strong interpersonal skills focus on rapport-building, information gathering, and listening skills.
- Proven analytical & problem-solving skills, with good attention to detail, high curiosity, and structured-thinking processes.
- Open to having meetings with U.S. counterparts after work hours.
- Basic proficiency of SQL to query data.
What's Next
- TA Call
- Technical Assessment
- Final Interview
Gen is an equal opportunity employer, and we’re committed to fair, inclusive practices at every stage of the candidate and employee journey. Employment decisions are based on merit, experience and business needs.