Product Operations Manager

Key Responsibilities

• Support Operations & Technical Escalation: Own day-to-day product support operations, run support stand-ups, adjust priorities, and act as the senior technical escalation point for a suite of tech products. [1, 2]
• Process Optimization: Design, implement, and refine operational processes to improve efficiency across the product lifecycle from development to retirement.
• AI & Workflow Innovation: Drive strategic initiatives utilizing Generative AI tools to optimize workflows and create organization-wide efficiencies.
• Cross-Functional Alignment: Accelerate feedback loops and hand-offs between business stakeholders, end-users, and engineering/development teams.
• Deployment & Training: Coordinate User Acceptance Testing (UAT) protocols, contribute to release notes, and develop training materials to grow peers' product and procedural knowledge.

Qualifications & Skills Required

• Experience: At least 5 years of experience in product operations or a related operational/support role.
• Technical Knowledge: Strong grasp of SaaS, PaaS, IaaS concepts, API/release documentation, and complete product lifecycles.
• Tools Expertise: Proficiency with standard product operations software like Jira, Smartsheet, SharePoint, ServiceNow, and Advanced Excel.
• Data & Problem Solving: Ability to collect and analyze support metrics, conduct root-cause analysis, and drive data-informed decisions.
• Communication: Excellent written and verbal communication skills with a user-first, proactive mindset.