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Platform Operations Lead

2 weeks ago

Thành phố Hồ Chí Minh, Vietnam METUB Network Full time

LOCATION**Ho Chi Minh**- EMPLOYMENT TYPE**Regular**- CLOSES ON**31 Dec, 2026**-
- **About MFan**- ** MFan** is Vietnam’s first fandom business platform, developed and operated by **MMusic**, empowering artists to build, own, and manage their fan communities.- Through **membership, ticketing, merchandise, fan missions, and exclusive content**, MFan connects artists and fans within one unified ecosystem — where fandom becomes both meaningful and sustainable.- The **Platform Operations Team** plays a key role at the intersection of **artists, technology, and fan experience**, ensuring smooth onboarding, stable operations, and high service quality for every fandom on the platform.

** Position Overview**- The **Platform Operations** position acts as the **operational bridge between artist partners and the platform**, responsible for system setup, daily operations, issue resolution, and partner support.- You’ll ensure that every artist and label can run their fandom page effectively while maintaining seamless fan experiences on MFan.- - ** Key Responsibilities**- ** 1. Partner Setup & Onboarding**- Support artist and label teams in **setting up and configuring their fandom pages**, including:

- Membership tiers, benefits, and pricing.-
- Merch store, event ticketing, and exclusive content modules.-
- Access control, content visibility, and purchase flow.- Train and guide partners on how to use the MFan admin dashboard (content upload, member management, sales tracking, etc.).
- Ensure each fandom is properly onboarded and fully functional before launch.

**
2. Platform Operations & Issue Handling**- Monitor daily operations of key platform modules (membership, store, event, ticketing).
- Identify, log, and resolve system or operational issues (payment errors, access rights, display bugs, user complaints).
- Coordinate with Product Manager and technical teams for troubleshooting and verify fixes before deployment.
- Maintain detailed issue tracking and provide progress updates to artist/label partners.

**
3. Cross-Team Collaboration**- Work cross-functionally with:

- **Artist Partnership Team** align on fandom launch timelines and updates.-
- **Product & Tech Team** report bugs, test features, confirm releases.-
- **Finance & Legal Team** verify payment flow, invoicing, and compliance.-
- **Customer Support Team** assist with fan-side issues or refund cases.- Participate in regular review meetings to share insights and improve workflows.

**
4. Documentation & Process Management**- Create and maintain internal documentation (admin manuals, onboarding checklist, issue logs).
- Standardize setup and issue-resolution procedures to ensure operational consistency.
- Proactively suggest improvements to coordination processes between MFan and external partners.

**
Qualifications**- 4-5 years of experience in **digital operations / platform support / customer success / e-commerce / SaaS environment**.
- Working knowledge of CMS, membership, or payment systems.
- Strong problem-solving skills, attention to detail, and clear communication style.
- Experience working cross-functionally with technical and business teams.
- Basic English proficiency for reading and writing technical or partner documentation.
- Passionate about **music, fan culture, or entertainment platforms** is a big plus.