As a Senior Product Operations Specialist at Crescendo Lab, you will play a pivotal role in enhancing product quality, scalability, and user experience through operational excellence. You are expected to independently lead complex product issue investigations, design post-release monitoring frameworks, and proactively leverage AI technologies to optimize workflows and knowledge sharing. Your work will improve not only your own team’s efficiency but also support cross-functional collaboration across the company.
You will also contribute to onboarding, internal enablement, and the ongoing development of a high-performance operations team.
Lead investigations into complex or high-impact product issues originating from support escalations, user feedback, or system anomalies.
Collaborate with Product, Engineering, and Data teams to validate hypotheses, consolidate findings, and propose actionable solutions.
Maintain structured documentation and contribute to a knowledge base to prevent issue recurrence and improve internal learning.
Proactively utilize AI tools (e.g., ChatGPT or internal systems) to streamline repetitive workflows, reduce turnaround times, and enhance documentation quality.
Support the design of AI-assisted mechanisms to help internal stakeholders efficiently access and understand product information.
Drive AI adoption within the operations team to improve scalability, reduce manual workload, and enable cross-functional efficiency.
Design and manage anomaly detection systems to monitor product health and behavior after release.
Implement post-release monitoring workflows, including bug count tracking, adoption metrics, and validation checklists.
Identify operational risks or process gaps and recommend mitigation strategies.
Partner with Product Managers and Analysts to translate frontline feedback into actionable insights.
Actively participate in product development cycles to ensure operational readiness and user-centric alignment.
Act as a liaison between customer-facing teams (CS, AM) and product/engineering teams to facilitate efficient prioritization and resolution of issues.
Develop and maintain internal SOPs and playbooks to support scalable operations.
Mentor junior team members and participate in new hire onboarding.
Facilitate internal debriefs or training sessions to support continuous learning and process improvement.
Crescendo Lab encourages all team members to leverage AI—not only to increase engineering throughput but also to improve team-wide collaboration and access to information. In this role, Product Operations is not just a support function but a key enabler of successful product delivery and organizational scale. If you're someone who thrives in complex environments, is motivated by solving real operational problems, and wants to lead the way in applying AI to your work, this is the role for you.
3+ years of experience in Product Operations, Technical Support, Product Enablement, or related SaaS roles.
Proven ability to work cross-functionally with PMs, Engineers, Data Analysts, and Support teams in ambiguous problem-solving scenarios.
Strong analytical skills for investigating root causes, interpreting product data, and improving workflows.
Self-driven with strong ownership mindset and the ability to deliver independently.
Demonstrated interest and practical use of AI tools to enhance work efficiency and team productivity.
Familiarity with monitoring tools (e.g., Sentry, Grafana) or issue tracking systems (e.g., ASANA, Zendesk).
Experience with SQL, Metabase, or other data analysis tools.
Understanding of QA and post-release validation workflows.
Hands-on experience applying AI tools to improve documentation, troubleshooting, or internal automation.
員工福利
◎ 安心保障
●法定保障-勞保、健保、勞退提撥
◎ 彈性工作環境
● 小巨蛋站步行 8分鐘，上下班交通方便
● 彈性上下班時間
● 採混合辦公（hybrid） ，一週進辦兩天，以配合團隊會議［每週一四／二四］為主
● 開放式工作空間，你可以選擇在任何舒適的角落工作
◎ 公司文化
● 年輕團隊，扁平組織，去官僚化的快速溝通
● 互相包容尊重、講求效率與信任
● 所有的意見都會被重視，一起學習成長
◎ 福利制度
● 到職即享有無期限休假，只要工作能完成，連休沒有上限！(所有假別皆不扣薪)
● 公司提供高規的 MAC 筆電
● 每個月零食櫃更新，還有各式咖啡、茶，隨時補充能量
● 每週免費按摩，放鬆緊繃身體
● 定期舉辦Team Building活動，一起同樂去
● 每年健檢、心理諮商及物理治療補助，員工眷屬享有優惠價
◎ 進修機會
● 公司補助參加 Workshop 或進修課程，讓你學習到業界最新的知識
● 不定期的業界人士內部分享，讓你了解業界的的最新脈動 (之前請過北美 Google，矽谷工程來、大數據工程師來分享業界最新動態）
更多詳情請閱讀公司部落格：https://www.cresclab.com/tw/career
