Platform Operations Lead – MFan, MMusic
2 weeks ago
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.
-
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