Senior Product Manager, Product Operations

Cyderes

1d•Hybrid

About The Position

The Senior Product Manager, Product Operations treats internal systems and workflows as products that connect customer needs with the Product organization. The role owns how customer escalations, MDR detection tuning and hygiene checks, roadmap requests, and enhancement tickets are raised, prioritized, answered, and incorporated into roadmap decisions. It also defines the product-side workflow for critical event response and leads company-wide programs to decommission infrastructure, platforms, and applications. The position connects Product with Service Delivery, the SOC, Customer Success, and Support, while partnering with Engineering. Success means workflows have clear owners, documented steps, and measures of effectiveness, and that insights from customer requests influence product priorities. The product manager leads without direct authority, uses data to guide decisions, specifies and prioritizes automation with Engineering, and is not expected to write production code.

Requirements

At least 5 years of experience in product management, product operations, or program management, with a record of owning products or processes that other teams depend on.
Experience writing requirements and prioritizing backlogs for internal, operational, or platform tools.
Experience designing and documenting workflows, including intake, triage, ownership, handoffs, and reporting.
Experience leading cross-team programs without direct authority, including planning, dependency management, status reporting, and escalating blockers.
Comfort with workflow and ticketing tools and specifying automation alongside Engineering.
Ability to work with operational data, build simple reports, and use them to demonstrate progress and problems.
Clear written communication for product, operations, security, and engineering audiences.

Nice To Haves

Experience with JIRA, GitHub, Confluence, Power Automations, Teams workflows, or approvals.
Experience in cybersecurity, managed detection and response, or another environment where customers depend on timely service.
Experience leading an infrastructure, platform, or application decommission.

Responsibilities

Own the customer escalation process, including intake, severity levels, ownership, and handoffs between customer-facing teams, Product, and Engineering.
Track escalation volume, age, and root causes; use recurring causes to inform roadmap decisions.
Define the product-side critical event process, including declaration, ownership, and handoffs to Engineering.
Coordinate Product’s response to critical events, keep stakeholders informed, and track follow-up actions through completion.
Run post-event reviews and incorporate root causes and lessons learned into roadmap priorities.
Own the MDR customer workflow for detection tuning requests and customer hygiene checks.
Set intake standards, prioritization criteria, and turnaround targets for detection tuning requests.
Define how hygiene checks are monitored, reported, and acted on, including responses to failed checks.
Track workflow volume and outcomes, identify recurring requests that could become product capabilities, determine which checks to automate, and report customer health trends to product leadership.
Own the enhancement-ticket process and automation roadmap from intake through routing and status updates.
Write requirements, prioritize the automation backlog, and define success measures with Engineering.
Own the intake process and tooling for roadmap requests, maintaining a view grouped by customer and theme.
Provide product managers with evidence about what customers are requesting and why, and report decisions back to requesters.
Lead cross-company initiatives to retire infrastructure, platforms, and applications.
Create decommission plans, owner lists, dependency tracking, and timelines; run status cadences and escalate blockers early.
Assess customer and internal impact, define migration paths with product managers, and confirm retirements are complete.
Document workflows, assign an owner to each, and maintain a focused set of measures for each process.
Review results with stakeholders regularly and improve processes based on data.