Tech Talks vol.36 – Product Operations Team

About Tech Talks

In the Tech Talks series, we’re excited to bring you the unique culture and perspective of the PayPay Tech Team through conversations with our product members, representing diverse backgrounds from approximately 50 countries around the world.
In this issue, we’ll be speaking with three key members—the team manager, a data analyst, and a product manager—from the Product Operations Team.

What are the responsibilities and mission of the Product Operations Team?

Onishi:
I have been building the Product Operations Team for three years, including the Manager, data analysts, and product managers (as of October 2023).
While the definition of the Product Operations Team may vary from one company to another, at PayPay, we have established four key missions.

As one team, we are dedicated to make product improvements by:

1. Product Improvement Based on User Feedback:
   Identify user issues and concerns by working closely with the CS department and to run improvement cycles together with the PMs.
2. Anti-Fraud Measures:
   Deliver a secure, user-friendly, and accessible user experience.
3. Improvement of Internal Operations:
   Improve in-house tools for increased efficiency in internal operations and compliance with legal changes.
4. Data Analysis:
   Analyze large datasets to identify product issues and opportunities, working with PMs for product growth.

Onishi:
Our team’s responsibilities cover a wide range of areas, from consumer products, merchant products, to in-house tools. It’s common to have features we haven’t handled before to become subjects for improvement or analysis. Members would have to quickly understand specifications, system design, and data structure from scratch, which can be demanding work, but this makes us a team that can be resourceful in a wide range of knowledge throughout the product team.

On the data front, we analyze not only service-related data like payments and user information but also a range of data sources, including customer inquiries, fraud detection logs, and server logs. I believe our team has the most extensive access to data sources within PayPay.

Bibi:
Our responsibilities are not limited to specific services, which means we frequently engage in communication with various stakeholders. We’ve become quite familiar faces within our company (laughs).

Kameyama:
That’s true (laughs). We’re often assigned tasks with no prior knowledge about the service as a given, and this requires effort to start moving forward from scratch.

What are the specific roles of a data analyst and product manager?

Bibi:
In Product Operations, the main focus of our data analysts is on users and products. We use data to discover opportunities for product improvement, validate ideas for product enhancements, and create dashboards for visualizations of the performances of each product. We serve as insights providers to assist product managers, our stakeholders, in their decision-making processes.

Kameyama:
Bibi’s role as a data analyst can uncover insights from analytical findings that could potentially lead to alterations in PayPay’s core features. To me, it’s a great complement to our PMs’ work.

As for my role as a product manager, I have three main responsibilities. The first is product improvement based on user feedback, the second is anti-fraud measures, and the third is improving internal operations.

Regarding product improvement, we closely analyze the user reactions following the release of new features and make sure to incorporate their feedback into the next steps. It feels as though we’re working together with PayPay’s users to make these improvements. Whether the feedback is positive or negative, the opportunity to engage with users in our work is extremely enjoyable.

In terms of anti-fraud measures, we undertake a variety of initiatives to protect PayPay users. Recently, we’ve strengthened the login flow.

As for improving internal operations, we’re actively promoting efficiency by improving the UI/UX of in-house tools used by the CS Team.

What project stood out the most to you?

Kameyama:
The project we rolled out in June 2023 to strengthen the security of the login flow to protect users from account takeover attacks is one I’ll always remember.

A method incorporating QR code scanning into the login flow was an innovative approach that we had never seen before. Since nobody had attempted anything similar, and the end result being unpredictable, we carefully opted for a phased release strategy.

Onishi:
At the 1% rollout stage, we made some adjustments.

Kameyama:
Yes. During the initial 1% phase, I reported the results to our CEO and incorporated all of the feedback I received from various stakeholders as well. Gradually, after the rollout, we increased the release percentage, which led to a substantial reduction in fraudulent activities. This project is the most memorable since joining PayPay.

The project demanded close collaboration with numerous team members and the careful management of the schedule. I successfully navigated the project by conducting regular meetings, providing progress reports to stakeholders, and promptly addressing any issues that emerged.

What makes working in the Product Operations Team worthwhile? Who would be a good fit?

Kameyama:
Product managers in this team have the ability to influence both users and the business through self-initiated project plans. At the same time, it leads to personal growth.

When managing large-scale projects, I often oversee teams of 20 to 30 members. In my view, the most crucial characteristic required of a product manager is to relentlessly ask “Why.” It involves cultivating a deep understanding of why a particular action is necessary and effectively conveying that rationale to team members to secure their understanding and buy-in. Similarly, the ability to listen is essential—hearing out team members and adapting our approach when necessary. These skills are sought after.

Onishi:
Product managers in the Product Operations Team at PayPay don’t limit themselves to in-depth exploration of specific products, unlike typical PMs but also cater to cross-divisional issues. It’s closer to a career-track position. This role could be a good fit for those who can effectively handle multiple tasks and adapt to evolving work situations.

Bibi:
A data analyst’s role involves not only working with data but also understanding the sources for different features in the product line—where the data comes from and summarizing data specifications into helpful sources. This is rewarding because it adds value to the work of our colleagues and offers a continuous learning experience.

Above all, a data analyst must have a genuine interest in PayPay’s products. Having effective communication skills are also essential when collaborating with other engineering teams and PMs. The ability to engage not only with stakeholders but also with those in your surroundings is a must.

Onishi:
The Data Analyst sub-team was established recently. We aim to make PayPay more convenient by harnessing large amounts of data, rather than working in an already established or legacy data environment, this is an ideal place for those who enjoy working in the early phase of a data team where data analysts are often expected to set up things from scratch and take on new approaches to make the best out of data.

Bibi:
Also, someone who is good at organizing might be a good fit.

All:
(Laughs)

Kameyama:
Because things aren’t perfectly organized and we’re in a transitional phase in many ways, we’re in an environment where we can enjoy the process.

What’s the team’s work style?

Onishi:
I work remotely. Each of us is responsible for multiple projects, so we hold a daily 30-minute morning meeting for catch-up purposes. We discuss work progress, address questions, etc. Apart from the morning meeting, we have a team-building session called “Small Talk” three times a week on Monday, Wednesday, and Friday evenings.

Kameyama:
In Small Talk, we chat about non-work topics and enjoy board games for team building. There are always interesting stories to hear from our members. Mondays are designated for English Small Talk, which is an ideal place to brush up on my language skills.

I live in Niigata, but I come to the office every Wednesday to have in-person meetings with the team.

What challenges do you want to take on in the future?

Bibi:
Currently, there’s a Data Analyst sub-team within the Product Operations Team. My challenge is to build a Data Analyst Team within the Product Group.

I’m taking part in recruitment interviews and onboarding processes, and also defining roles and responsibilities for team members to set a clear career path and prepare a place for them to thrive.

Kameyama:
Product managers in the Product Operations Team often work on enhancing our products based on negative user feedback, addressing issues, complaints, and usability concerns. Though, improving based on this still only brings us closer to zero from the negative. In the next phase, our goal is to establish a feedback loop for improvements that can turn negatives into positives.

A recent challenge I tackled was the addition of the “Submit Request” item in the app Account page. This initiative sets the foundation for making improvements that not only resolve issues but also transitions from issue-solving to creating a more positive user experience.

Onishi:
I’d like to create a Product Manager and a Data Analyst Team within the Product Group, each with well-defined roles. With the significant number of requests we receive, I consider it crucial to initiate the formation of these teams. This will enable us to systematically address the numerous demands that come our way.

‌Lastly, a message for our readers please!

Bibi:
PayPay is a young company that recently celebrated its fifth anniversary. While there are many areas that need organizing, the opportunities for challenges are endless. We have a lot of opportunities for growth, so if you want to grow with the company, we look forward to having you on board.

Onishi:
With the power of data, PayPay can make our society more convenient. If you’re someone who wants to contribute, I believe this could be the place for you to shine.

Kameyama:
There’s a large volume of data in this company. If you’re someone who is data-driven, capable of improving products, and have an interest in both data and project management, let’s work together!

*Job openings and employee affiliations are current as of the time of the interview.