Product Operations Manager

This is a fully remote position, open to applicants in Arizona.

📋 Description

• You transform confirmed defects and escalations into prioritized, reproducible tasks with relevant customer and business context. Engineers should find clarity in their queue, not have to dig through it.

• You manage the pipeline that consolidates input from support, CX, CSMs, sales, and customers into a single, organized location. Sharing feedback should be simpler than withholding it.

• You create and refine AI-powered pipelines that enhance, categorize, cluster, and summarize unstructured feedback into actionable tasks.

• You perceive what others working on individual tickets might miss: identifying which issues are essentially the same and determining which recurring fixes require a permanent solution.

• Together with the PM, you prioritize customer-facing tasks based on customer, business, and revenue impact. You provide the evidence and rankings, and you are expected to maintain a perspective.

• You ensure that the work remains aligned with its original intent. You assist support in resolving escalated customer issues and grouped tickets with concrete answers. You are responsible for the weekly summary of improvements and fixes that updates the changelog on the product hub.

• While PMs draft the changelog entries and PMM approves them, you are the key individual who understands what is progressing in your area weekly, ensuring those connections are made and nothing is released without acknowledgment.

• You establish the framework that provides CX and G2M with a clear connection from customer feedback to delivered results.

• You collaborate with CX and Revenue to implement structured programs that intentionally generate high-quality feedback.

• You manage the metrics that demonstrate the efficacy of the feedback loop: time from signal to well-defined input, signal quality, patterns leading to permanent fixes, customer satisfaction, and automation.

⛳️ Requirements

• Over 5 years of experience working at the intersection of customers, product, and technology. This could include roles in tier two support, CX, solutions consulting, product operations, or product management.

• You have personally developed AI-enabled workflows. You have crafted the prompts, validated them against real-world scenarios, and launched solutions that users find beneficial.

• Messy input energizes you rather than frustrates you. A vague ticket or a CSM's frustrated note is raw material for you, not background noise.

• You possess genuine customer empathy and are willing to delve into the details. You advocate for the customer and have a profound understanding of their challenges and tasks.

• You can create structure in chaos and are capable of delivering a v1 in weeks rather than quarters.

• You are a proficient writer, able to convert a complicated customer narrative into actionable insights for engineers without losing the essence of what matters.

• You are at ease with ambiguity and have a proactive approach to initiating projects.

🏝️ Benefits

• Market-competitive pay based on Carta data.

• Employee recognition through Bonusly for birthdays, anniversaries, achievements, etc.

• 401(k) retirement plan with company matching - 50% match up to 6% of compensation after 90 days.

• We prioritize our employees' work-life balance and encourage taking advantage of Unlimited PTO.

• Supportive time off policies, including paid volunteer days and company holidays.

• Employer-contributed healthcare benefits, covering medical, dental, and vision, with options for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

• 12 weeks of primary parent leave and 4 weeks of secondary parent leave with full pay (including adoption).

• We take pride in our community and host engaging company outings and events.