Product Operations and Implementation Manager

Orb Group•San Diego, CA

1d•$90,000 - $125,000•Remote

About The Position

Orb Group is seeking a hands-on, technically minded Product Operations and Implementation Manager to drive adoption, operation, and continued improvement of its technology platform. The role serves as a product subject matter expert and a link between clients, Sales, Product, and Technology, translating customer needs into workable solutions. The role’s primary priority is to ensure client pre-sale scoping, verify implementation and product readiness, and execute client setup, configuration, training, onboarding, and implementation end to end. The person hired will also establish the foundations, procedures, and repeatable processes for implementations so they can scale efficiently. The position combines project management, client and account management, product operations, and technical implementation. This is a full-time, remote role. Candidates must reside in California, Colorado, Connecticut, Illinois, Michigan, Tennessee, Virginia, Ohio, or Florida. Flexibility to work with colleagues in EMEA and California is essential. Candidates interested in part-time or contractor opportunities may also be considered. The position manages smaller technical accounts without a dedicated Account Manager and supports client adoption, account performance, usage, satisfaction, renewals, and potential expansion opportunities. Compensation is an exempt annual salary of $90,000 to $120,000, with flexibility based on experience.

Requirements

Approximately five years of experience across a mix of product operations, technical project management, technical implementation, platform operations, customer success, client management, or account management.
Bachelor’s degree in a relevant field.
Strong technical aptitude and ability to quickly learn complex technologies, platforms, and workflows.
Experience owning and executing custom client solution designs and implementations, client onboarding, technical projects, or platform rollouts.
Comfort with technical concepts such as APIs, integrations, metadata, system configurations, and troubleshooting.
Experience creating process documentation, training materials, knowledge bases, and standard operating procedures.
Strong communication skills and ability to explain technical concepts clearly to technical and non-technical audiences.
Strong organizational skills and ability to manage multiple priorities, coordinate across teams, and keep projects moving forward.
Analytical mindset and ability to interpret usage and operational data and identify opportunities for improvement.
Ability to work independently in a fast-moving environment where processes and technologies are still being developed and improved.
Must be located in California, Colorado, Connecticut, Illinois, Michigan, Tennessee, Virginia, Ohio, or Florida.
Flexibility to work with colleagues based in EMEA and California.

Nice To Haves

Direct experience in the creative, broadcast, streaming, or production industries is strongly preferred.

Responsibilities

Coordinate and execute end-to-end client implementations, including scoping, solution design, readiness checks, testing, setup, rollout, and handoff to ongoing support.
Work with Sales, Product, and Technology to scope customized solutions and translate requirements into actionable technical plans.
Own client-specific platform configuration, including metadata imports, integrations, APIs, taxonomy, and folder structures.
Test and verify the product against client expectations and pre-sale scoping, ensuring proposed solutions are realistic and achievable.
Maintain project plans, track dependencies, identify risks or delays, and ensure assigned client projects are completed smoothly and on time.
Establish procedures for client offboarding and execute offboardings as needed.
Develop repeatable implementation processes and templates to support efficient, consistent client onboarding.
Develop deep knowledge of platform capabilities, configurations, and technical workflows and serve as a product expert for the delivery and operations team.
Cross-train and upskill colleagues in product knowledge, client onboarding, and demonstrations.
Partner with Technology to build dashboards and reporting on usage, service performance, trends, and account overages.
Analyze costs, licensing, and utilization, and address recurring issues to improve efficiency and scalability.
Participate in light prototyping to illustrate client feedback on product needs.
Translate client workflows and pain points into requirements, PRDs, and roadmap recommendations in partnership with the Product Manager and engineering team.
Help train, test, and refine AI-powered platform agents by defining needs, preparing knowledge content, validating responses, and identifying gaps.
Own client onboarding, product demonstrations, and training to drive user and client adoption.
Create repeatable onboarding materials and processes, including checklists, training materials, configuration guides, and handoff procedures.
Create and maintain internal documentation, implementation playbooks, and operational workflows, and work with Product and Engineering to ensure Support has needed documentation and playbooks.
Help migrate product knowledge into Freshdesk, create missing documentation and materials, and train and refine AI support tools.
Implement product tours for recurring topics and questions.
Manage a portfolio of smaller technical accounts that do not have a dedicated Account Manager.
Host regular client check-ins covering performance, satisfaction, platform usage, and renewals, and bring expansion opportunities to Sales.
Serve as the client point of contact or internal subject matter expert for technical account questions that are not support-related.

Benefits

12 paid holidays per year.
401(k) retirement plan with employer contributions that vest immediately.
Medical insurance.
Dental insurance.
Vision insurance.
Life insurance.
Pet insurance.
Flexible vacation for exempt positions; the posting notes this may be revised for hourly employees.
Up to 14 days of paid sick leave.
Up to 16 weeks of paid parental leave.