Product Operations Specialist

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

📋 Description

• Manage the complete monthly release cycle, encompassing the timeline, internal and external release notes, publication, and communications with partners.

• Ensure that the launch readiness standard is upheld so that support, customer success, and field teams are fully prepared prior to product releases.

• Collaborate with the Content team to coordinate course and content launches, including conducting readiness checks and creating help content.

• Monitor post-launch activities, verify what has been released, document outcomes, and coordinate follow-up actions.

• Oversee localization processes, which includes managing the translation platform, approving strings, onboarding translators, and scheduling releases across different languages.

• Organize localized launches and announcements effectively.

• Maintain a shared cross-team issue board, overseeing the initial review, prioritization, routing, investigation notes, escalations, and overall 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to both customer-facing and internal product documentation; publish help articles prior to launch and phase out outdated content.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 inquiries from support and customer success teams.

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

• Handle launch communications and the routing of questions, transforming frequently asked queries into documented answers.

• Enable pre-launch training through sessions, walkthroughs, and reference materials.

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

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

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

• Establish and monitor operational metrics, maintain baseline data, and summarize the impact achieved.

• Identify time-intensive processes, recommend enhancements, and aid in their implementation.

• Utilize AI for routine tasks such as triage assistance, drafting release notes and help articles, and generating recurring reports; measure and report on the efficiency gains achieved.

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

• Report directly to the Senior Product Manager.

⛳️ Requirements

• Bachelor's degree or equivalent practical experience.

• A minimum of 2 years in product operations, product support, release or program management, or a relevant cross-functional operations role within a software or platform organization.

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

• Experience overseeing a recurring release or launch process that involves multiple teams and its associated communications.

• Proficient with product and work management tools (such as Asana, Jira, Zendesk, ProductBoard, or similar platforms).

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

• Familiarity with localization or translation management tools (like Transifex, Smartling, Phrase, or equivalent).

• Experience working in a SaaS or platform company that caters to enterprise customers.

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

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

• Proficient with reporting and dashboard tools.

• Ability to coach team members without formal management authority.

• Excellent written and verbal communication skills, with the ability to convey information to both technical and non-technical audiences.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Health Savings Account (HSA).

• Employee stock purchasing program.

• 401(k) retirement plan.

• Paid time off.

• Holiday pay.

• Occasional travel for team or on-site planning (less than 10%).