Product Operations Manager

Bright Harbor • Austin, TX

1d • Onsite

About The Position

Bright Harbor is seeking a Product Operations Manager to make product deployments for state disaster-recovery programs faster and more reliable. The role owns how the product gets into the field and performs once deployed, and ensures lessons and requests from field teams and state partners reach the product team.

The Product Operations Manager runs release, tooling, support, and enablement systems that help the product team operate effectively. For programs the company has run before, the role deploys alongside operations as the product representative, configures the platform using module templates, and helps ensure it is ready before survivor intake begins. The position also owns triage of state requests and routes feedback to the appropriate product owners.

The role reports to the Director of Product and sits on the product team, working closely with engineering and operations. Operations owns each state program’s SOPs, intake and payment operations, and state reporting; Product Operations ensures the product is ready for each program and that field learnings return to the team building it.

Requirements

• 2–5 years of experience in product operations, implementation, solutions engineering, technical program management, or product management at a SaaS company.
• Hands-on experience configuring and deploying complex software for government, enterprise, or regulated customers, ideally on tight timelines.
• A track record of building a release process or support escalation system from scratch and getting a team to use it.
• Strong ability to organize complexity, including systems, documentation, and operational details that support scale.
• Calm judgment under pressure and the ability to triage competing urgent requests during an active disaster, decide what ships or waits, and communicate who needs to know.
• Comfort working directly with state agency stakeholders.
• Fluency in Notion and GitHub, and an instinct for using AI tools to automate repetitive operational work.
• Strong written and verbal communication skills, including the ability to turn ambiguity into clear next steps for technical and non-technical audiences.

Nice To Haves

• Prior startup experience.
• Exposure to civic tech or emergency management.
• Experience supporting payment or disbursement programs.

Responsibilities

• Own release and launch management, including the release calendar, launch-readiness criteria, release notes for internal teams and state partners, staged rollouts, and pilots.
• Define when to ship and when to hold releases during an active disaster.
• Manage the product tool stack for roadmapping, feedback capture, and documentation, and connect tools to reduce manual information transfer between teams.
• Build support tooling and escalation paths, including severity levels, response targets, routes from support to product and engineering, and tools that let support staff view survivor records and status without involving an engineer.
• Maintain documentation and training materials for operations, support, and sales, and ensure teams understand product releases and how to communicate about them.
• Deploy alongside operations for previously run programs as the product representative.
• Configure the platform from module templates and ensure product readiness before the first survivor applies.
• Capture state-partner and field-team requests, route them to the appropriate module owner with relevant context, and close the loop with states on next steps.
• Identify recurring state requests and flag them for conversion into standard configuration available to every state.

Benefits

• Fully paid employee health insurance.
• Mental health support.
• Generous parental leave.
• 401(k).
• PTO.
• Equity for every employee.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed