Network Product Operations Expert (user Connectivity)

Product Operations Lead

About AXA: As a world-leading insurance company, we act for human progress by protecting what matters. With 153,000 employees in 54 countries working for 105 million customers, we've created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we're nurturing a culture of respect, for each other, for our customers and the communities around us. Join AXA and you'll feel like you belong, are included and can thrive. You'll be able to shape the way you work and truly grow your potential as you seek out new opportunities, push boundaries and benefit people in critical moments of their lives. This is your chance to build the tomorrow you want. Know you can.

About the entity: AXA is becoming a sustainable tech-led company and at AXA Group Operations we are one of the major catalysts for this transformation. We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution. We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary. At AXA Group Operations, we want to be recognized in three fields of action: State-of-the-art Data Technology to drive customer experience, State-of-the-art Procurement & Sourcing to drive efficiency and better manage risks, High-Performing Global Team for stronger partnerships with AXA entities.

About the job

A Product Operations Lead (POL) oversees the operations, maintenance, and security of an organization's network infrastructure, ensuring it functions efficiently and reliably. They are responsible for designing, implementing, and managing network processes, as well as providing technical support and guidance to IT teams in the entities and markets. POL supports the product team enabling product managers to focus on the product and their core tasks and responsibilities. While product management focuses on the customer, the NSM customer is the product team. So, the POL responsibilities fall into four broad categories: Implementing or optimizing systems and processes, Ensuring timely, audience-appropriate communication, Analyzing, synthesizing, and automating data created or used by product management, Offloading non-core product management tasks as Incident & Problem management, service improvement plans…

Main missions:

• Process Optimization: Identifying and streamlining processes related to product development, launch, and support for networking products.
• Tool Management: Choosing and managing the tools used by the product team, including communication platforms, road mapping software, and user onboarding tools and managing account administration of network tools (new requests for user accounts, quarterly account reviews, etc.)
• Business Process Development: Creating and refining business processes that support the product development lifecycle.
• Problem Resolution: Coordinate troubleshooting network problems, respond to outages, and ensure timely restoration of network services.
• Communication: Ensuring clear communication and collaboration between different teams involved in product teams.
• Data Analysis: Analyzing data to identify trends, track performance, and make data-driven decisions.
• Product Launch Support: Assisting with the planning, execution, and post-launch support of new networking products or features.
• Cross-Functional Collaboration: Working with engineering, product management, and other teams to align on goals and drive operational success.

Strong understanding of product operations principles: This includes knowledge of product lifecycle management, process optimization, and cross-functional collaboration. Experience in a fast-paced technology environment: The ability to adapt to changing priorities and manage multiple projects simultaneously. Excellent communication and interpersonal skills: The ability to clearly communicate complex information and build strong relationships with cross-functional partners. Data analysis skills: The ability to collect, analyze, and interpret data to identify trends and make data-driven decisions. Knowledge of networking technologies (preferred): While not always required, experience with networking technologies can be a significant advantage.

Act as interface between entity / GSO Country Service Manager and Product family's / Service Owners Support Vendor Management activities in collaboration with Service Owner and L1/L2 Operations teams

Expected skills & experience:

• Technical skills: 5+ years in an Incident / Network Service Management role. Experience of working with internationally based customers and service providers. Technical understanding of key services such as Networking, Network Security, TCP/IP, VPN. Depth of understanding of the processes and practices of Customer Support and Service Level Management (ITIL). Ability to understand and improve operational process & Procedure. Proven track record of working within standards-based operations environments.
• Soft skills / transversal skills: Able to communicate in fluent English and French, any other language is a plus. Demonstrated ability to matrix manage across the business to achieve maximum results for clients. Significant experience in managing escalated incidents through to resolution. Ability to operate within an engineering and Senior Management environment.

What we offer: We bring together the expertise, cultural diversity and creativity of over 8,000 employees worldwide and we're committed to equal opportunities in all aspects of employment (gender, LGBT+, disabled persons, or people of different origins) and to promoting Diversity & Inclusion by creating a work environment where all employees are treated with dignity and respect, and where individual differences are valued.