Product Operations Specialist

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

📋 Description

• Take charge of product documentation: Develop and maintain clear, user-friendly documentation for both customers and internal teams.

• Oversee the Knowledge Bases: Ensure our customer-focused Knowledge Bases remain accurate and up-to-date by utilizing support signals and usage data to identify and address documentation gaps.

• Enhance organizational readiness: Create and manage readiness documentation and training for internal teams to prepare customer-facing staff for product updates, system migrations, and launches.

• Manage transactional customer communications: Compose, create, and distribute operational, time-sensitive communications, such as outage alerts and product change notifications, to keep customers informed when their attention is required.

• Document incidents and escalations: Collaborate with Product and Engineering teams to analyze issues and their impact on customers, then generate internal documentation and Root Cause Analysis reports to equip customer-facing teams for client responses.

• Handle customer feedback channels: Maintain the channels for customer feedback and feature requests, and assist in coordinating beta programs and collecting feedback prior to general release.

• Embrace AI: This role is expected to actively utilize AI tools for enhancing productivity in drafting, summarizing, and documenting, as well as to identify opportunities for incorporating AI-assisted workflows in our operations.

⛳️ Requirements

• An exceptional writer capable of transforming complex, sometimes disorganized technical information into clear, user-friendly documentation, adjusting tone and depth to suit the audience.

• Detail-oriented and meticulous, asking insightful follow-up questions to ensure accuracy before dissemination.

• Highly organized, able to manage multiple projects and shifting priorities simultaneously without losing focus.

• A natural coordinator who keeps track of various components and follows through until all loose ends are tied up, especially when collaboration with others is necessary to complete the picture.

• Comfortable navigating ambiguity, remaining effective when clarity is lacking and solutions are not immediately apparent.

• A strong verbal communicator who works well in collaboration with various teams.

• Practical experience with AI tools, including developing AI-friendly documentation and crafting effective prompts.

• Expertise in working with cloud-based, software-as-a-service (SaaS) products and platforms.

• Knowledge of the financial services and insurance sectors is an advantage.

🏝️ Benefits

• Enjoy a generous paid holiday schedule, including a full week off during our Winter Holiday Shutdown.

• Our comprehensive paid time off policies encompass vacation, sick days, parental leave, and bereavement leave.

• Our extensive insurance package includes: Medical with $0 co-pay, Telehealth services, Dental, and Vision coverage.

• Health Savings Account (HSA) with generous employer contributions.

• Flexible Spending Accounts (FSA).

• Company-sponsored Life Insurance and Accidental Death & Dismemberment (AD&D) coverage.

• Company-sponsored Short & Long Term Disability coverage.

• Company-sponsored Employee Assistance Program (EAP).

• Matching 401(k) plan with immediate full vesting.

• On Demand Pay - allowing access to a portion of your earned wages before the scheduled payday with same-day deposit.

• Internet & Gym Reimbursement!