Staff Product Operations Manager

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.

What We Look For: 

• 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 Have: 

• 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