Product Operations Specialist

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

📋 Description

• Support the complete monthly release cycle, encompassing the calendar, internal and external release notes, publication, and partner communications.

• Maintain the launch readiness standard to ensure that support, customer success, and field teams are prepared prior to releases going live.

• Collaborate with the Content team on course and content launches, including readiness checks and assistance content.

• Monitor post-launch follow-through, validate what has been released, document outcomes, and manage follow-up actions.

• Oversee localization workflows, which involve managing the translation platform, approving strings, onboarding translators, and coordinating release timing across various languages.

• Organize localized launches and announcements.

• Sustain the shared cross-team issue board by overseeing the initial review, prioritization, routing, documentation of investigation notes, escalation, and board health management.

• Contribute to both customer-facing and internal product documentation; publish help articles prior to launch and phase out outdated content.

• Act as the primary point of contact for queries from support and customer success teams.

• Engage in regular partner forums that include support, customer success, sales, marketing, consulting, and international administrator groups.

• Manage launch communications and the routing of questions, converting recurring answers into documented resources.

• Facilitate pre-launch enablement through sessions, walkthroughs, and reference materials.

• Ensure demonstration and training environments are up-to-date and dependable.

• Contribute to product operations planning by suggesting initiatives, documenting commitments, maintaining the portfolio, and reporting progress.

• Aid in maintaining portfolio and backlog hygiene across product work-management tools.

• Establish and monitor operating metrics, keep baseline data, and summarize realized impacts.

• Identify time-intensive processes, propose enhancements, and assist in their implementation.

• Utilize AI for routine tasks such as triage assistance, drafting release notes and help articles, and generating recurring reports; measure and communicate savings achieved.

• Collaborate daily with customer support, customer success, sales, marketing, content, and localization teams.

• Report directly to the Senior Product Manager.

⛳️ Requirements

• Bachelor's degree or equivalent relevant experience.

• 2+ years in product operations, product support, release or program management, or a similar cross-functional operations role within a software or platform organization.

• Proven experience in crafting customer-facing product documentation, such as release notes or knowledge base articles.

• Direct ownership of a recurring release or launch process that spans multiple teams, including all communications associated with it.

• Proficiency in product and work-management tools (Asana, Jira, Zendesk, ProductBoard, or similar).

• Practical experience with AI tools to automate recurring operational tasks, along with discernment regarding what tasks should remain manual.

• Experience in localization or translation management (Transifex, Smartling, Phrase, or similar).

• Background in a SaaS or platform company catering to enterprise customers.

• Coordination-level experience with enterprise integrations such as HRIS, single sign-on, or SCORM.

• Experience in establishing a product operations function or a new operational process from the ground up.

• Familiarity with reporting and dashboard tools.

• Ability to coach teammates without formal management authority.

• Strong written and verbal communication skills, catering to both technical and non-technical audiences.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• HSA.

• Employee stock purchasing program.

• 401(k).

• Paid time off.

• Holiday pay.

• Occasional team or on-site planning travel (<10%).