Job Description:

We are seeking a dedicated owner of the product's day-to-day health, stability, and operational efficiency. This role is a key cross-functional leader responsible for ensuring our product delivery pipeline and post-launch performance are scalable, predictable, and consistently excellent. They will move beyond addressing immediate issues to identifying systemic bottlenecks, defining durable processes, and driving continuous improvement across the product lifecycle.

Key Responsibilities

1. Systemic Operational Improvement (The "Higher-Level" Focus)

• Process Ownership: Design, implement, and govern robust and scalable Product Operations processes (e.g., bug triage, feature request intake, data quality assurance, launch readiness checklists).
• Root Cause Analysis: Lead cross-functional post-mortems and deep-dive analysis on recurring day-to-day issues (bugs, performance drops, support ticket trends) to identify and address their fundamental systematic root causes, not just the symptoms.
• Automation and Tooling: Own the product team's core tool stack (e.g., Jira, reporting dashboards, feedback tools) to ensure maximum efficiency, and drive initiatives to automate manual operational work.
• Scaling Knowledge: Create and maintain a centralized repository of operational best practices, product knowledge, and training materials to ensure consistent performance across all teams.

2. Day-to-Day Product Health and Smooth Functioning

• Performance Monitoring: Define, track, and report on key operational metrics (e.g., Time-to-Resolution for critical bugs, system uptime, data accuracy, operational costs).
• Issue Triage Leadership: Act as the primary point of escalation and decision-maker for high-severity or cross-functional operational issues, coordinating rapid response and resolution across Engineering, Support, and relevant business teams.
• Release & Launch Readiness: Own the operational gatekeeping for all product releases, ensuring all dependencies (documentation, support training, monitoring, rollout plans) are met for a smooth launch and post-launch stability.

3. Cross-Functional Strategy & Alignment

• Stakeholder Partnership: Serve as the strategic operational partner to Engineering, Customer Support, Marketing, and Sales, translating operational needs into actionable product requirements and vice versa.
• Feedback Loop Optimization: Standardize and optimize the collection, synthesis, and dissemination of operational data and customer feedback from various channels (support tickets, internal reports, performance logs) back into the product roadmap and prioritization process.
• Influence Roadmap: Provide critical, data-driven input to the overall Product Roadmap, specifically advocating for work that improves product reliability, support efficiency, and operational scalability (e.g., platform debt reduction, tool improvements).

Required Qualifications (Elevating the Bar)

• 2+ years of experience in Product Management, Product Operations, or a highly relevant Operational/Process Excellence role.
• Proven track record of designing and implementing new, scalable operational processes in a fast-paced environment.
• Exceptional analytical skills, with a deep ability to use data (SQL, dashboarding, reporting) to diagnose complex problems, identify root causes, and measure the impact of systemic solutions.
• Strong leadership and communication skills, with experience leading cross-functional initiatives without direct authority.