Business Operations Specialist

Role Overview Indofast Energy is looking for a driven Business Operations Specialist to lead customer experience projects from initial concept through to full-scale execution. This role requires close collaboration with technology, product, operations, and vendor teams to enhance customer journeys, streamline integrations, and deliver automation initiatives that make a measurable impact. Key Responsibilities - Manage end-to-end CX projects covering requirement gathering, planning, and go-live delivery - Prepare Business Requirement Documents, process flow diagrams, and define relevant KPIs - Coordinate with technical teams for API integrations with a working knowledge of REST and SOAP protocols - Drive initiatives related to CRM, telephony, CTI, WhatsApp, chatbots, and automation platforms - Lead and participate in vendor discussions for integrations and system enhancements - Conduct UAT sessions and ensure seamless rollout to production environments - Track post-launch performance and monitor improvements in CX metrics - Maintain project trackers, timelines, risk logs, and provide regular stakeholder updates Required Qualifications - 2 to 5 years of experience in program management, CX projects, or product operations - Basic understanding of API integrations including REST and SOAP at a conceptual level - Familiarity with telephony workflows and CTI concepts - Hands-on exposure to CRM systems and platforms - Experience working with WhatsApp Business and chatbot solutions - Ability to independently draft comprehensive BRDs - Strong stakeholder management and professional communication skills - Data-driven approach with proven reporting and analytical capabilities Why Join Us Joining Indofast Energy means working at the intersection of technology and customer experience in a fast-growing energy company. You will have the opportunity to own impactful projects and drive real change across customer-facing operations.

- 2 to 5 years in program management or CX project roles - Basic knowledge of REST and SOAP API integrations - Understanding of telephony and CTI systems - Exposure to CRM platforms - Experience with WhatsApp Business and chatbot tools - Ability to draft BRDs independently - Strong stakeholder management and communication skills - Data-driven mindset with reporting capability