Staff Product Operations Manager
About The Position
RDQ426R345 Key Responsibilities: Act as the connective tissue between Support, Product, Engineering, and Analytics to drive operational alignment, product readiness, and continuous improvement across support workflows. Lead and execute strategic initiatives to scale global Support operations, including coverage models, KPI frameworks, and support process enhancements. Translate operational pain points into product and tooling requirements—partnering with internal tools, engineering, and analytics teams to drive automation, triage efficiency, and AI assistant improvements. Build and maintain dashboards that measure support effectiveness, surface product-driven case trends, and track customer experience across support channels. Support quarterly and annual planning cycles, including headcount, capacity modeling, and budget alignment in partnership with Finance and Workforce Management. Influence senior stakeholders by turning support and operational insights into clear, data-driven narratives that inform product and business decisions.
Requirements
- 7+ years of experience in Operations, Consulting or Strategy roles, ideally at a SaaS company or large tech company
- Proven track record driving cross-functional initiatives and collaborating across different organizations such as Product, Engineering, Data Science, GTM, and Support teams
- Excellent communication and stakeholder management skills, with an ability to influence without authority
- Strong process-orientation and systems thinker with bias for action
- Comfort navigating large datasets using SQL-based tools and delivering dashboards and BI visualizations
- Ability to translate complex data into actionable insights, the communicate and action those insights
- Experience working in a high-growth, fast-paced environment and managing multiple priorities
Nice To Haves
- Familiarity with Databricks tools, especially for extract/transform/load functions
- Experience working on Support Operations for SaaS based companies.
- Familiarity with tools like Salesforce, Zendesk, Jira, Looker/Tableau, and operational workflows
Responsibilities
- Act as the connective tissue between Support, Product, Engineering, and Analytics to drive operational alignment, product readiness, and continuous improvement across support workflows.
- Lead and execute strategic initiatives to scale global Support operations, including coverage models, KPI frameworks, and support process enhancements.
- Translate operational pain points into product and tooling requirements—partnering with internal tools, engineering, and analytics teams to drive automation, triage efficiency, and AI assistant improvements.
- Build and maintain dashboards that measure support effectiveness, surface product-driven case trends, and track customer experience across support channels.
- Support quarterly and annual planning cycles, including headcount, capacity modeling, and budget alignment in partnership with Finance and Workforce Management.
- Influence senior stakeholders by turning support and operational insights into clear, data-driven narratives that inform product and business decisions.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
