As the Senior Product Operations Manager, you will be the backbone of our product ecosystem. You won't just manage tools; you will design the systems that allow our Product Managers to move faster, make data-driven decisions, and deliver measurable customer value. Your mission is to bridge the gap between "building features" and "driving outcomes."
Tech Stack Ownership: Lead the integration, management, and optimization of the core Product stack (e.g., Jira, Pendo, Confluence) and its connection with organizational tools (e.g., Salesforce, Slack).
Workflow Efficiency: Configure and govern tools to minimize manual effort and maximize cross-functional visibility into product development and performance.
Enablement & Governance: Act as the internal subject matter expert (SME), developing comprehensive documentation and training to ensure the entire Product organization utilizes our tools to their full, standardized potential.
Key Responsibilities: Product Telemetry & Data Insights
Data Architecture Strategy: Partner with the Data Analytics team to define and evolve our product telemetry strategy, ensuring we consistently capture robust, high-quality user behavior and event data.
Pendo Instance Management: Own the Pendo platform, including tag management, guide deployment (in-app messaging), and Resource Center optimization for maximum user engagement.
Instrumentation & Integrity: Collaborate closely with Product and Engineering to enforce consistent conventions and ensure a robust, reliable data pipeline from our databases to the data warehouse (Snowflake) and Pendo.
Key Responsibilities: KPI Development & Outcome-Based Success
Strategic Metric Definition: Assist leadership in defining and tracking the "North Star" metric and supporting Leading/Lagging indicators that drive the business.
Automated Reporting: Design, build, and maintain automated dashboards that provide a clear view of product health, adoption, and retention.
Outcome Achievement Culture: Drive a cultural shift from a focus on "Initiative Completion" to "Outcome Achievement" by rigorously tracking the post-launch impact of features against their original business hypotheses.
Growth Loop Optimization: Partner with Growth and Expansion business stakeholders to identify friction points in the user journey (Aha! moments, churn triggers) using quantitative data.
Experimentation Framework: Establish a standardized process for A/B testing, from hypothesis generation to post-mortem analysis.
Self-Serve Engine: Use Pendo Guides and product data to drive "product-led growth" (PLG) initiatives, such as automated onboarding and upsell triggers.
Required Skills & Experience:
Technical: Advanced proficiency in Pendo preferred, Snowflake, Segment, and SQL.
Analytical: Demonstrated ability to translate raw telemetry data into clear, actionable business narratives and strategic recommendations.
Strategic: Experience implementing and driving strategic planning, particularly with OKR (Objectives and Key Results) frameworks.
Operational: Proven track record of auditing and standardizing "messy" tech stacks and complex cross-functional workflow
Previous Product Management experience is preferred.
The Ideal Candidate Profile:
The "Data Translator": You can talk API integrations with Engineers and ROI with Executives in the same hour.
The "Process Architect": You are obsessed with efficiency, find beauty in a perfectly automated workflow, and actively eliminate "work about work.
The "Growth Tinkerer": You possess a deep curiosity about user psychology and how small changes in telemetry can unlock massive growth and optimization opportunities.
