Role overview
Product Operations at USim is a hands-on, execution-focused role that keeps our day-to-day product operations running smoothly across the mobile app, admin portal, and supplier/network ecosystem. You'll triage operational issues, coordinate fixes with engineering and partners, maintain and update our plans/SKUs, and ensure customer-impacting problems are resolved quickly and permanently.
This is not a pure PM role — it's an operations role at the intersection of product, engineering, customer service, and suppliers.
What success looks like (first 6–12 months)
- Operational issues are handled fast: clear triage, ownership, tracking, and closure for daily bugs/reporting/FUP issues.
- Customer service issues are converted into product fixes: repeated issues are identified, prioritized, and eliminated.
- Plans/SKUs are reliable and accurate (pricing, rules, availability), with fewer incidents and faster resolution times.
- Provider/network issues are managed decisively, including switching providers when needed and coordinating verification.
- Documentation and tooling are improved so processes are repeatable, searchable, and easy for teams/partners to follow.
Key responsibilities
1) Incident & issue management (day-to-day)
- Triage, prioritize, and track daily issues (bugs, reporting anomalies, FUP-related issues, plan misconfigurations).
- Coordinate with engineering for fixes and with operations/support for validation and customer impact updates.
- Maintain clear status updates to founders and stakeholders when incidents are ongoing.
- Own the close the loop process: root cause, prevention, documentation, and follow-ups.
2) Plan / SKU operations
- Create, update, and maintain plans (SKUs): pricing, configuration, availability, and operational rules.
- Run checks to ensure plans are working properly end-to-end (app → admin portal → supplier).
- Coordinate changes with relevant stakeholders and ensure updates are documented.
3) Supplier & network coordination
- Work with suppliers / third parties to diagnose and resolve network or provisioning issues.
- When service quality requires it, coordinate provider switching (including internal alignment, execution steps, and confirmation testing).
- Manage relationships and follow-ups with SaaS provider representatives involved in operations.
4) Tooling, documentation, and process improvement
- Improve documentation and operational playbooks in Notion (runbooks, SOPs, plan change checklists).
- Keep Jira workflows clean: clear tickets, acceptance criteria, and resolution notes.
- Identify recurring operational friction and propose improvements to reduce manual work and prevent incidents.
5) Cross-functional coordination
- Partner closely with founders/C-suite, engineering, operations, and customer service to ensure issues are surfaced early and resolved effectively.
- Participate in weekly engineering catch-ups with founders and maintain daily operational alignment.
Stakeholders you will work with
- Founders and C-suite (reporting line: COO)
- Engineering team
- Operations & customer service team
- External suppliers / third parties
- Software / SaaS provider representatives
Tools
- Notion (documentation, runbooks, tracking)
- Slack (coordination)
- Jira (ticketing, issue tracking)
Requirements (must-have)
- 3–6+ years experience in Product Ops, Operations, Technical Operations, Program/Project Ops, or a similar execution role in a tech/product company.
- Strong ability to run incident triage and manage multiple urgent threads calmly and clearly.
- Comfortable working with engineering teams: can write clear Jira tickets, reproduce issues, and validate fixes.
- High ownership and attention to detail (especially around pricing/SKU configuration and customer impact).
- Strong communication with internal stakeholders and external partners/suppliers.
- Based in Kuwait (or able to work from Kuwait).
Nice-to-have
- Experience with telco/eSIM, mobile apps, provisioning systems, or marketplace-style SKUs.
- Familiarity with analytics/monitoring or support tooling that helps identify recurring issues.
- Experience scaling operations post-PMF and supporting international operations.
Working style
- Practical, fast-moving, and process-minded: you simplify and document as you go.
- Comfortable with ambiguity and rapid prioritization in a scaling environment.
- Bias toward action and long-term fixes (not only quick patches).
