Product Operations Manager

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Serve as the Voice of Customer (VOC) for the product.

• Take ownership of the comprehensive VOC program for the product: gathering, analyzing, and disseminating customer insights derived from NPS, support signals, sales calls, and Gong/call evaluations.

• Provide actionable insights rather than raw data to product, PMM, CX, and leadership, enabling teams to respond effectively to customer feedback.

• Develop and sustain systems and tools to ensure the timely routing of relevant insights to the appropriate teams.

• Manage the Customer Advisory Board (CAB) comprehensively: recruit and oversee member lists, establish meeting cadence and agendas, facilitate sessions as necessary, and follow up with participants.

• Convert CAB discussions into structured feedback that directly influences roadmap and prioritization dialogues.

• Oversee the Early Access Program by recruiting suitable customers, coordinating with PMs on testing initiatives, and managing communication to keep participants engaged and valued.

• Collect and synthesize structured feedback during access phases to inform go/no-go and refinement decisions.

• Handle Product Analytics & KPI Reporting by managing Pendo as the primary analytics tool, ensuring accurate tagging of features, pages, and events.

• Collaborate with Engineering and Product to review tagging coverage, close gaps, and uphold data integrity for reliable adoption reporting.

• Establish and maintain tagging standards and naming conventions to ensure consistent data across the product over time.

• Oversee the creation and upkeep of product adoption metrics and key performance indicators (KPIs), including feature adoption, engagement trends, and customer segment usage patterns.

• Develop and manage the dashboards and reports that PMs and leadership utilize to gauge product health and make prioritization choices.

• Integrate quantitative usage data with qualitative VOC signals to highlight the most critical insights.

• Ensure go-to-market readiness and artifact creation by collaborating with PMM, CX, Sales, and Support to guarantee the right context is provided to the relevant teams before launches and updates.

• Assist in drafting and producing necessary artifacts for the product team, including product briefs, internal and external release notes, screenshots, and demos.

• Take responsibility for the quality and timeliness of these outputs; this role focuses on production rather than delegation.

• Embrace an AI-first approach in product operations by utilizing AI tools daily to streamline repetitive PM workflows such as call transcript summarization, feedback tagging, competitive intelligence gathering, release note drafting, and research briefs.

• View AI as a catalyst for synthesis and insight rather than mere documentation.

• Build automated processes that keep data and reporting current with minimal manual effort.

• Continuously identify workflows to enhance and actively develop solutions.

• Focus on redesigning how product work is executed, rather than layering AI onto outdated workflows.

⛳️ Requirements

• 3–6 years of experience in product management, product operations, project management, or a similar role within a B2B SaaS company.

• A background in startups or small teams is highly preferred; you thrive in environments where you can accomplish more with less and can operate with minimal direction.

• Proficient in using AI tools in your current or recent role, leveraging them daily to enhance efficiency rather than as a mere experiment.

• Capable of identifying repetitive workflows and independently developing AI-assisted solutions.

• Experience with Pendo or a comparable product analytics platform, including tagging, instrumentation, and reporting.

• Excellent written communication skills; you produce concise, clear deliverables that require minimal editing.

• Comfortable with analytics; you can interpret product usage data, create dashboards, and derive narratives from metrics.

• Confident in customer interactions; able to conduct a CAB session, interview customers, and synthesize insights from discussions.

• Skilled in cross-functional collaboration; adept at working with PMM, Sales, CX, and Engineering without generating confusion.

• Experience in ERP, manufacturing software, or industrial SaaS is advantageous but not mandatory.

🏝️ Benefits

• Comprehensive Health Benefits: Enjoy extensive coverage, including health, vision, and dental care. Your well-being is our highest priority!

• Generous Retirement Savings: We match your RRSP or 401(k) contributions up to a specified limit, helping you build a secure financial future.

• Paid Time Off: Recharge with substantial paid time off, as we believe a balanced life leads to success.

• Competitive Compensation: Receive a salary and benefits package that reflects your expertise and skills, recognizing your value to our team.

• Dynamic & Supportive Team: Join a high-performing, collaborative team that values innovation, supports growth, and celebrates achievements together.

• Remote Work: Enjoy the flexibility of remote work options while remaining connected with our team. You are welcome to utilize our Bellingham, WA office as often as you like.

• Winter Break: We close from December 25th to January 1st each year, allowing our team to celebrate the holiday season with their loved ones without impacting their vacation balance.