Product Manager, Operations Support

1-800 Contacts•Draper, UT

9d•Hybrid

About The Position

As a Product Manager on our Horizontal Product team, you'll own the product and process powering operations systems and processes on behalf of SeekWell. You’ll work across business supporting functions in fulfillment, supply chain, and customer support, as well as Engineering teams and other partners, to build systems that reduce operational cost and risk while creating incremental revenue opportunities through better support systems. You'll be measured not only on what you ship, but on the process discipline you bring to how work moves from intake to delivery, and on the operational and financial impact of that work.

Requirements

Ability to work from our Draper, Utah office 1–2 days a week.
3+ years of product management experience, ideally including work supporting internal operations functions such as fulfillment, supply chain, customer support, or similar, and/or interfaces and integrations.
Demonstrated experience managing a work intake process from request through prioritization, delivery, and measurement of impact.
Ability to build a product strategy from scratch given business objectives, including quantifying cost, risk, and revenue impact.
Excellent written and verbal communication skills, with the ability to translate between technical and non-technical audiences.
Comfortable building relationships with and interacting with stakeholders from all levels of the organization, technical and non-technical alike.
Experience working in Agile software development frameworks.
Technical aptitude and the ability to be process-oriented, resourceful, self-motivated, and collaborative.

Nice To Haves

Humble, hungry, and smart
Process-oriented, with a bias toward building repeatable systems over one-off fixes
Technical aptitude
Resourceful
Self-motivated
A natural relationship-builder, equally credible with engineers and business stakeholders
Collaborative

Responsibilities

Define the ~2-year product strategy for your product, leveraging data to drive a cohesive narrative between current and future state.
Identify opportunities to simplify, streamline, and up-level the technology and internal procedures used across supporting operations functions, including fulfillment, supply chain, and support.
Outline key product features that improve the experience for partners and internal teams, and establish KPIs for measuring team success, including operational cost reduction, risk reduction, and incremental revenue.
Build and run a consistent intake process for requests from operations and support stakeholders by capturing, triaging, and prioritizing work based on its cost, risk, and revenue impact.
Shepherd approved work through design, development, and delivery in close partnership with Engineering, ensuring nothing stalls between handoffs.
Own product requirements, contribute to design documents, and take a leadership role in the software development lifecycle, including daily stand-up, planning/refinement, and retrospectives.
Quantify and communicate the value of initiatives in terms of decreased operational costs and risk, such as reduced manual handling, lower error rates, or reduced compliance exposure.
Identify and build the case for incremental revenue enabled through support systems, such as automation, self-service tooling, and improved partner integrations.
Monitor project status and provide updates on a regular cadence.
Organize and lead cross-functional teams spanning Product, Engineering, Operations, and Support to bring complex projects across the finish line, and troubleshoot issues in partnership with business, operations, and development teams.
Interface with other development teams and systems/services, understanding the technical and functional interactions between this product and other parts of the business.
Leverage tools like Databricks, Jellyfish, and JIRA to identify optimization opportunities for the team.
Build strong, trusted relationships with both technical teams, including Engineering and Data, and business/operations stakeholders.
Translate effectively between the two and communicate with stakeholders, executives, other product managers, and external partners to ensure alignment.