Key Responsibilities:

• 1.System Promotion & User Training

  •Promote system features and product updates through email, collaboration tools, meetings, and internal communications
  •Develop and maintain user manuals, operation guides, and FAQ documentation
  •Organise user training sessions and assessments for new system features
  •Monitor post-training user engagement and optimise training strategies

  2.Product Experience Optimisation

  •Build and maintain system usage and operational KPI frameworks
  •Monitor key user behaviour metrics and identify workflow bottlenecks
  •Analyse user journeys and system pain points to improve operational efficiency and user experience
  •Collaborate with product and development teams to optimise system interfaces and workflows
  3.Product Iteration & User Feedback Management

  •Conduct user surveys, interviews, and feedback collection initiatives
  •Analyse and consolidate user feedback into actionable product improvement recommendations
  •Work closely with product and development teams to support product enhancement roadmaps
  •Track issue resolution and implementation progress

  4.Issue Management & System Support

  •Respond to and manage system-related support tickets from business users
  •Establish and maintain a full-cycle issue management process from collection to resolution and prevention
  •Coordinate with internal stakeholders to ensure timely issue resolution

  5.Operational Review & Reporting

  •Conduct regular system operation review meetings
  •Evaluate system performance, operational health, and user experience based on KPI data and feedback
  •Prepare system operation analysis reports and provide recommendations for continuous improvement and future planning

Key Requirements:

• Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or related discipline
• Minimum 5 years’ experience in system operations, product operations, or IT- related roles
• Strong communication, documentation, and stakeholder management skills
• Strong analytical and problem-solving abilities with a data-driven mindset
• Experience using collaboration tools such as Feishu or similar platforms
• Experience in logistics, supply chain, or courier industry environments
• Familiarity with operational workflows such as warehousing, transportation, or customer service systems
• Experience with automation, AI tools, or process optimisation initiatives
• Mandarin Request

Email tammy.chiu@brilliantalent.com.au  or contact (+61) 04 6739 700 to discuss this role further.