Product Operations Manager

ExaCare AI•Toronto, ON

3h•Hybrid

About The Position

We’re hiring a Product Operations Manager to translate deep technical product knowledge to customer facing scenarios as a cross functional role between our BizOps and Product teams here at exacare ai. We are looking for someone to own an stand up the BizOps Product Operations function and oversee a growing team of Product Operations Analysts. This person will own key Product Operations initiatives, improve the quality and scalability processes that translate product knowledge to customer facing interactions, and customer facing interactions into product improvements. This is a high-ownership role for someone who is both an operator and a builder. You’ll identify opportunities and emerging risks, turn ambiguous problems into well-structured projects, and coordinate execution across Product, Engineering, and BizOps. You’ll also stay close to frontline work, reviewing product reply ticket quality, uncovering recurring issues, and identifying opportunities for better processes, tooling, and automation. As the team grows, you’ll help new Product Operations Analysts ramp successfully and establish a consistent approach to coaching and professional development. You’ll model strong judgment, clear communication, and operational excellence while helping define what great Product Operations looks like at exacare ai. The north star is simple: connect frontline customer needs to effective product and operational improvements while building a Product Operations function that becomes more proactive, scalable, and impactful over time.

Requirements

5+ years in Product Operations, Business Operations, Customer Operations, Support Operations, or a similar role within a fast-moving technology company, preferably in B2B SaaS.
A strong track record of taking very ambiguous problems, creating structure around them, and driving cross-functional initiatives through execution.
You can identify risks, prioritize effectively, clarify ownership, and balance immediate needs with longer-term scalability.
You’re curious about how products work and skilled at connecting frontline feedback, customer needs, and operational data to meaningful product improvements.
You enjoy finding patterns, addressing root causes, and building repeatable processes that improve how teams work.
You can investigate product issues, ask effective clarifying questions, collaborate with technical partners, and develop a deep understanding of complex workflows.
You communicate clearly, concisely, and accurately across project documentation, stakeholder updates, tickets, and feedback conversations.
You build trust across teams, communicate effectively with different audiences, and move work forward even when you don’t directly manage everyone involved.
You know how to evaluate frontline work, recognize coaching and process opportunities, and identify workflows that can be improved through tooling or automation.
You have experience onboarding colleagues, giving actionable feedback, supporting professional development, or helping others improve their performance—you have experience managing a team.
You take initiative, follow through on commitments, and are comfortable taking responsibility for outcomes in an evolving environment.
You actively seek feedback, invest in your own development, and are motivated to deepen your knowledge of healthcare, technology, and AI.

Nice To Haves

Experience building AI-enabled operational workflows or automations
Experience helping build or scale a Product Operations, Support Operations, or Business Operations function
Experience in healthcare technology, AI, B2B SaaS, or another complex and highly regulated environment

Responsibilities

Lead Product Operations projects: Identify improvement opportunities, operational gaps, and future capacity risks. Turn them into clear, actionable initiatives and drive progress from definition through completion.
Create structure around execution: Establish well-defined Linear projects with clear objectives, context, measurable goals, proposed solutions, milestones, owners, and actionable tickets.
Coordinate cross-functional work: Partner closely with BizOps, Product, Engineering, and other teams to move initiatives forward, clarify ownership, and resolve dependencies.
Inform team priorities: Give leadership clear insight into Product Operations priorities, risks, progress, and achievements, including maintaining the function’s key priorities in weekly operational planning.
Build deep product and exacare knowledge: Develop a deep understanding of the exacare platform, customer workflows, and current product state by building a team of subject matter experience and engaging across relevant operational, engineering, and product channels.
Raise the quality of frontline ticketing: Monitor support ticket quality and identify opportunities to improve investigation, written communication, documentation, escalation practices, and resolution outcomes.
Improve processes and automation: Analyze frontline workflows to uncover recurring friction, eliminate unnecessary manual work, and develop more effective processes, tooling, and AI-enabled automations.
Turn frontline insights into improvements: Identify patterns across customer questions, product issues, and internal workflows. Partner with the appropriate teams to address root causes and improve both the product and the customer experience.
Support onboarding and ramp: Help new team members build confidence and product knowledge by answering questions, sharing templates, documenting best practices, and modelling strong operational judgment.
Coach and develop team members: Lead regular professional development conversations, beginning bi-weekly during a team member’s first three months and transitioning to a monthly cadence thereafter.
Set clear development expectations: Provide specific, actionable feedback; incorporate each team member’s perspective; define how improvement will be demonstrated and tracked; and maintain an open dialogue about satisfaction, workload, and capacity.
Contribute to formal performance reviews: Prepare thoughtful input for 30-, 60-, and 90-day reviews and subsequent six-month reviews, involving the BizOps Lead or VP of Operations when appropriate.