SMG – Service Management Group is hiring a Product Operations Manager to join our team!

We are looking for an experienced Product Operations Manager who is excited to work cross-functionally with the Product team and has a passion for scaling Product teams and building Product Operations from zero to one. Product Operations will play a visible role in the company and the right person will be comfortable managing stakeholders at all levels, setting strategy and executing, and comfortable diving deep in data to craft a strong narrative.

The primary responsibilities for this role will be to build a high-performing team that develops a Voice of Customer (VoC) program, enables robust product feedback loops to drive product adoption, improves Product team efficiency with better process and tech stack, supports ongoing assumption testing and experimentation to improve customer outcomes, and manages cross-functional communication of product strategy and execution.

Success in this role includes hiring a small, talented team and accelerating the delivery and adoption of our innovative roadmap to deliver better customer outcomes.

Day-to-day you will:  

• Report directly to and collaborate with the Chief Product Officer.
• Grow Product Operations into a critical function within the organization.
• Own the voice of the customer (VoC) program, collecting customer feedback and ensuring product teams can make the best data-informed decisions.

• Manage core Product processes and supporting tech stack (e.g. ProductBoard, Jira, etc.)
• Manage product analytics tech stack, enable product lanes to instrument key product flows, and help teams create dashboards with insights into input and outcome metrics.
• Support product lanes with in-depth analyses or product and customer data
• Help product team implement modern product discovery and product delivery, with an emphasis on Opportunity Solution Trees (OST) creation and experimentation.
• Manage a small team of product and VoC analysts.

• Collaborate with Product leaders to create clear communications on product strategy and execution across the organization.

Your experience & skills include:  

• 4+ years of product operations, product management, or operations working closely with product & engineering
• Previously managed a Voice of Customer (VoC) program

• Managed a product analytics platform, such as Amplitude, Mixpanel, Pendo, etc.
• Managed product tech stack, preferably Jira and ProductBoard.
• Worked in an outcomes-based Product organization, where teams are focused on improving input metrics that are correlated with customer outcomes
• Supported and standardized product experimentation processes
• Familiar with the “Product Trio” framework for collaborative Product Discovery and Delivery.

• Analyzed qualitative and quantitative data to develop a deep understanding of the customer and weave a strong narrative.
• Thinks proactively, anticipates needs, and stay ahead of them.
• Experience in project and program management, leading and proactively managing end-to-end execution of projects/programs.

What we offer to our talent:

• This is a fully remote, permanent, full-time position. You can work from anywhere, as long as you can commit to a U.S based schedule (8am-5pm CST).
• Unlimited paid leave and 14 weeks of paid parental leave offered to all our associates globally.
• Ample opportunities to learn and grow.
• Diverse, experienced, and friendly team which will welcome you, support you and challenge you.
• We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.