Director of Product Operations
About Our Client
Our client is on a mission to help businesses delight more customers. Since its inception in 2011, it has enabled over 12,000 companies to utilize its platform for outstanding customer support. With a fully remote setup from the start, the team consists of more than 140 members distributed across the globe.
The focus is not only on crafting beautiful products and growing a business but also on making a meaningful impact. The aim is to establish a balance between profit and purpose, which is why the company has been a Certified B Corporation since 2019 and has pledged 1% of equity back to the community.
Success is contingent on hiring talented and accountable individuals who aspire to create a culture of challenge and support. This exciting journey could see you as part of it!
Company Values
Happy to Help
Help is fundamental to the company’s ethos. Employees show up for others, driven by a genuine desire to assist. Knowledge is shared freely, fostering a culture of generosity and empathy towards coworkers, customers, and the community.
Craft over Convention
The company encourages breaking away from traditional pathways, even if it means standing apart from competitors. A culture where ambition meets high standards is cultivated, leading to a focus on the last 10%—the critical details that enhance customer and business outcomes.
Progress not Perfection
The journey of building products, culture, and brand is ongoing. The approach involves delivering the best effort, taking feedback seriously, iterating, and repeating the cycle. Vulnerability in being curious, humble, and eager to learn is embraced, creating an open environment for sharing ideas and continuous improvement.
Own the Outcome
Ownership plays a vital role in collective success. Every action considers the impact on the team and community, with trust and integrity as essential values. Decisions are made with both current stakeholders and future implications in mind.
About the Role
You will serve as the link between the Experience Org (product, engineering, design) and other cross-functional teams, including go-to-market, business operations, and customer support.
Your Impact
In the role of Director of Product Operations, you will lead operations within the Experience Org (product, design, and engineering) focusing on process design, program and project management, and cross-functional alignment with goals and roadmap. Your leadership will ensure optimal operations, consistently delivering value to customers through impactful and customer-centric solutions.
The Team
You will manage a team of product operations associates and establish Product Operations as a vital aspect of the broader Experience Organization. This role will involve collaboration with teams under the guidance of the VP of Product and alongside engineers, product managers, and designers to achieve excellent results.
Time Zone Note
The team is globally distributed, primarily between EU and PT time zones. To promote effective collaboration, working hours should overlap significantly with 9 am to 2 pm ET for productive team interactions.
Key responsibilities
- Organizing the measurement of the Experience Org's goals and communicating progress to stakeholders.
- Implementing process improvements to enhance product operations, boosting efficiency and overall delivery.
- Ensuring operational consistency and rigor throughout the product lifecycle, from ideation to launch and beyond.
- Overseeing product roadmap and release management processes to ensure timely delivery of high-quality features.
- Leading program and project management to provide necessary support to the teams.
- Collaborating with Product Management, Engineering, and Design teams to create a cohesive narrative linking work to customer impact.
About You
- **Strategic Leader & Practitioner:** You bring over 5 years of experience leading product operations teams in delivering innovative solutions, ideally in a B2B SaaS environment. Your strategic insights align initiatives with business objectives, bolstered by your hands-on involvement in the craft.
- **Exceptional Communicator:** Your strong communication abilities foster collaboration across all organizational levels and with external partners. You excel at articulating complex information and are skilled in change management. The fully remote environment necessitates adept written communication, simplifying complex subjects for clarity.
- **Product Operations Expertise:** Demonstrated experience in program or project management within tech or engineering sectors is essential. Familiarity with Product Management, Engineering workflows, and best practices allows you to translate challenges into operational solutions to enhance performance.
- **Customer-Centric:** A robust focus on customer experience shapes your leadership. A thorough understanding of customer needs influences your decision-making, ensuring operations are optimized for delivering exceptional value.
- **Results-Oriented:** Your work is driven by its impact on company success and customer satisfaction. A strong record of delivering projects that foster business growth and elevate user experience underpins your contributions to operational efforts.
Perks & Benefits
The company offers a diverse array of perks and benefits to support you and your family, including healthcare coverage, wellness resources, and more. For more details, visit the careers page.
This role is only available to candidates located in the **United States**.
About Our Client
Our client is on a mission to help businesses delight more customers. Since its inception in 2011, it has enabled over 12,000 companies to utilize its platform for outstanding customer support. With a fully remote setup from the start, the team consists of more than 140 members distributed across the globe.
The focus is not only on crafting beautiful products and growing a business but also on making a meaningful impact. The aim is to establish a balance between profit and purpose, which is why the company has been a Certified B Corporation since 2019 and has pledged 1% of equity back to the community.
Success is contingent on hiring talented and accountable individuals who aspire to create a culture of challenge and support. This exciting journey could see you as part of it!
Company Values
Happy to Help
Help is fundamental to the company’s ethos. Employees show up for others, driven by a genuine desire to assist. Knowledge is shared freely, fostering a culture of generosity and empathy towards coworkers, customers, and the community.
Craft over Convention
The company encourages breaking away from traditional pathways, even if it means standing apart from competitors. A culture where ambition meets high standards is cultivated, leading to a focus on the last 10%—the critical details that enhance customer and business outcomes.
Progress not Perfection
The journey of building products, culture, and brand is ongoing. The approach involves delivering the best effort, taking feedback seriously, iterating, and repeating the cycle. Vulnerability in being curious, humble, and eager to learn is embraced, creating an open environment for sharing ideas and continuous improvement.
Own the Outcome
Ownership plays a vital role in collective success. Every action considers the impact on the team and community, with trust and integrity as essential values. Decisions are made with both current stakeholders and future implications in mind.
About the Role
You will serve as the link between the Experience Org (product, engineering, design) and other cross-functional teams, including go-to-market, business operations, and customer support.
Your Impact
In the role of Director of Product Operations, you will lead operations within the Experience Org (product, design, and engineering) focusing on process design, program and project management, and cross-functional alignment with goals and roadmap. Your leadership will ensure optimal operations, consistently delivering value to customers through impactful and customer-centric solutions.
The Team
You will manage a team of product operations associates and establish Product Operations as a vital aspect of the broader Experience Organization. This role will involve collaboration with teams under the guidance of the VP of Product and alongside engineers, product managers, and designers to achieve excellent results.
Time Zone Note
The team is globally distributed, primarily between EU and PT time zones. To promote effective collaboration, working hours should overlap significantly with 9 am to 2 pm ET for productive team interactions.
Key responsibilities
- Organizing the measurement of the Experience Org's goals and communicating progress to stakeholders.
- Implementing process improvements to enhance product operations, boosting efficiency and overall delivery.
- Ensuring operational consistency and rigor throughout the product lifecycle, from ideation to launch and beyond.
- Overseeing product roadmap and release management processes to ensure timely delivery of high-quality features.
- Leading program and project management to provide necessary support to the teams.
- Collaborating with Product Management, Engineering, and Design teams to create a cohesive narrative linking work to customer impact.
About You
- **Strategic Leader & Practitioner:** You bring over 5 years of experience leading product operations teams in delivering innovative solutions, ideally in a B2B SaaS environment. Your strategic insights align initiatives with business objectives, bolstered by your hands-on involvement in the craft.
- **Exceptional Communicator:** Your strong communication abilities foster collaboration across all organizational levels and with external partners. You excel at articulating complex information and are skilled in change management. The fully remote environment necessitates adept written communication, simplifying complex subjects for clarity.
- **Product Operations Expertise:** Demonstrated experience in program or project management within tech or engineering sectors is essential. Familiarity with Product Management, Engineering workflows, and best practices allows you to translate challenges into operational solutions to enhance performance.
- **Customer-Centric:** A robust focus on customer experience shapes your leadership. A thorough understanding of customer needs influences your decision-making, ensuring operations are optimized for delivering exceptional value.
- **Results-Oriented:** Your work is driven by its impact on company success and customer satisfaction. A strong record of delivering projects that foster business growth and elevate user experience underpins your contributions to operational efforts.
Perks & Benefits
The company offers a diverse array of perks and benefits to support you and your family, including healthcare coverage, wellness resources, and more. For more details, visit the careers page.
This role is only available to candidates located in the **United States**.