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Orion Innovation is a premier, award-winning, integral business and technology services firm. Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity. We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.
Role Overview: Work together with business stakeholders to identify key opportunities. Demonstrate a strong track record in problem solving, and analyze both quantitative and qualitative user data to provide insights and inform product roadmaps. Excellent communication skills in English are essential to understand and articulate problems clearly to stakeholders, manage expectations, and foster relationships.
Main Responsibilities:




- Manage incident-related emails sent to a shared mailbox, ensuring all are answered within the same day.
- Analyze tickets received using tools such as Salesforce, DataDog, Jira, Troops, Intercom, Stripe, Sentry, Looker, and Mixpanel to understand and resolve issues.
- Implement quick fixes like editing data in Salesforce, re-launching API calls, and adjusting parameters on tools, while maintaining good communication with clients.
- Follow up on unresolved issues and ensure all incident-related emails are addressed.
- Ensure incident closures effectively resolve issues without leaving additional questions or concerns from customers or agents.
- Provide insights to stakeholders as needed.
- Identify anomalies proactively, create detailed tickets in Jira, assign them appropriately, and follow up to meet SLAs.

Qualifications:
- Bachelor’s degree or equivalent; MBA or postgraduate studies a

📌 Product Operations Analyst (Ciudad de México)
🏢 Orion Innovation
📍 Ciudad de México