Product Ops Analyst

**The Company** RightShip is the world's biggest third party maritime due diligence organization, providing expertise in global safety, sustainability and social responsibility best practices. We bring together years of industry expertise with the output from analytics and large data sets to provide our safety and environmental scoring systems, recommendations and consultancy services. Using leading data and technology, we aim to set new benchmarks in environmental protection. We support global initiatives and action influencing practical and impactful change, enabling "win-win" for business and the environment. **What we offer** We offer a place where you know you are contributing to an organization who are constantly working to ensure ships are safe as possible so that crew and cargo are protected. We are passionate about maritime efficiency, safety and sustainability practices. We offer generous rewards. Our base salary is competitive, we support employee wellbeing and provide our employees with a Healthy Living Allowance and our annual incentive scheme is awesome. We have some great talent who are happy to share their experience and skills to help you on your way and we are committed to professional development to make sure your career keeps growing while you're working with us. **What makes RightShip a great place to work at**: RightShip is an equal opportunity employer, and we champion diversity. Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities, and generations. We believe that a diversity of experiences makes us stronger—as individuals, as communities and as an organization. **Position Description** **Location**: Gozo, Malta/Hanoi, Vietnam **Reports to**: Head of Platform Operations & Support **Employment type**: Permanent, Full Time **About the Role** We are looking for a motivated and detail-oriented **Product Ops Analyst & Support** to join our team. This hybrid role combines support responsibilities with product operations. You will play a key part in managing support tickets, monitoring production issues, and ensuring clear communication with internal stakeholders. Over time, you'll also contribute to product improvement stories, track performance metrics, manage product tools, and surface insights that inform product strategy. If you enjoy problem-solving, working cross-functionally, and want to grow into a role that bridges support and product operations, this is the ideal position for you. **Key Responsibilities** **Support & Operations** - Investigate, triage, and resolve incoming support tickets, escalating where needed. - Monitor and manage production issues, coordinating with the relevant squads to ensure timely resolution. - Provide clear updates to internal stakeholders on the status of production issues and their resolution. - Identify small product improvement opportunities and create stories to be reviewed and groomed by squads. - Contribute to maintaining knowledge base articles, SOPs, and troubleshooting guides for recurring issues. **Product Performance & Insights** - Surface insights and generate reports for Product Managers, Designers, and Leadership. - Monitor adoption and usage trends to identify gaps and inform roadmap discussions. **Market Research & Business Insights** - Support market research initiatives, helping surface insights to inform product strategy. - Collect and manage a central repository for market data and insights. - Assist with budget management and financial tracking related to product operations. **Product Team Tool Stack Management** - Manage and maintain key tools (e.g., JIRA, HotJar, Monday) to support product development and operational needs. - Make JIRA admin changes and updates, ensuring effective configuration and usage across teams. - Evaluate and manage the tool portfolio to optimise productivity and efficiency. **Go-to-Market & Customer Coordination** - Support the tracking and measurement of go-to-market initiatives in collaboration with Product and Marketing. - Assist in recruiting and coordinating customers for interviews, feedback sessions, and innovation programs. **Skills & Knowledge** - Bachelor's degree in Business, Computer Science, Data, or a related field. - 2+ years of experience in support, operations, product, QA, project management, or data analysis. - Excellent written and spoken English. - Strong analytical skills with the ability to collect, organise, and interpret information. - Strong problem-solving skills and ability to investigate technical issues methodically. - Excellent communication skills, with the ability to simplify complex issues for non-technical audiences and clearly convey business context to technical teams. - Proficiency in product/project management tools (e.g., JIRA, Confluence, Monday). - Self-starter with strong initiative, able to work independently. - Organised, detail-oriented, and able