Product Operations Manager

Product Operations Manager – Apps

Our Applications business unit focuses on delivering a suite of advanced communication tools designed to enhance customer engagement. From cloud contact centers to feature-rich unified communications solutions, our Applications team is dedicated to providing businesses with the tools they need to streamline operations and improve customer experiences.

Why This Role Matters

Product Operations makes product people more successful — and this role is at the center of that mission. We are not a support function; we are a force multiplier that fuels innovation and growth.

As a Product Operations Manager on the Apps Core Product team, you will help drive three core team goals:

1. Streamline and simplify our product development lifecycle— so product professionals spend most of their time talking to customers, measuring impact, and shaping strategy.
2. Enable product team members to be their bestthrough tools, data, and decision-support systems.
3. Drive product practice maturitythrough education, coaching, and shared experience.

You will own meaningful portions of our operating model — from how we run our product lifecycle to how we equip teams with the right data and AI tools to make great decisions. Critically, this is a builder role: we expect you to ship things — frameworks, tools, training programs, and decision-support systems — not just design them. You bring an action-oriented bias, lead product managers by example, and measure your own success by the outcomes you unlock for the team.

Success in this role looks like: product managers spending more time on customer discovery and strategy than on process overhead, Aha! and AI tools deeply embedded in how the team works, and a measurable improvement in roadmap outcome velocity and PM practice maturity scores.

Potential Next Career Move: Senior Product Operations Manager or Senior Product Manager.

Your Key Responsibilities

Product Lifecycle Ownership

• Own and govern elements of the operating model for how Apps makes strategic product choices — from opportunity discovery through commercialization and post-launch measurement.
• Own the customer signal loop: design and maintain the systems and practices through which customer feedback, usage signals, and market insights flow into product decision-making across the team.
• Partner on the reinvention of our product development lifecycle (PDLC) around evidence-based design, AI integration, and outcome achievement.
• Reframe product roadmaps and delivery plans as distinct artifacts; design roadmap frameworks around outcomes and strategic themes aligned to our tooling (Aha!).
• Establish and maintain playbooks, templates, and best practices that create consistency and repeatability across the product team.

Decision Enablement & Tooling

• Support the launch, adoption, and ongoing optimization of Aha! as our product management platform — including training, onboarding, feedback channel setup, and experimentation capabilities.
• Identify and help build decision-support visualizations that surface product performance, delivery progress, and commercialization readiness signals across the portfolio.
• Champion responsible AI adoption within the Product team — educating and supporting the strategic use of AI tools throughout the product development lifecycle.
• Evaluate and introduce tools and automation that reduce decision fatigue and free product managers for high-value activities.

Business & Product Data Insights

• Define and maintain the standards, frameworks, and common language around product performance KPIs — ensuring metrics are meaningful, consistent, and integrated into the PDLC rather than treated as a post-launch afterthought.
• Establish the patterns and practices that make data-driven decision-making a team habit: KPI selection criteria, measurement checkpoints within the lifecycle, and guidelines for leading vs. lagging indicators.
• Partner with product analysts to ensure the right instrumentation, reporting, and visualization priorities are aligned to team needs — acting as the connective layer between product strategy and analytical execution.
• Support portfolio investment planning by building processes and frameworks for trade-off analysis and prioritization using market impact and business value as inputs.

Commercialization & Cross-Functional Coordination

• Build and maintain a repeatable commercialization framework for cross-functional coordination of go-to-market activities, aligned to our release process.
• Serve as a coordination point across Product, Engineering, Marketing, Sales, Professional Services, and Customer Success to ensure alignment on priorities, timelines, and dependencies.
• Deliver structured, executive-level updates that distill complex operational details into concise, action-oriented insights.

Practice Maturity & Enablement

• Design and run product management training programs — including skills assessments, practice area development, and structured learning — to build a future-ready Product Management team.
• Develop the curriculum, content, and frameworks that help product managers grow their craft: strategy, discovery, experimentation, commercialization, and AI proficiency.
• Lead onboarding programs for new product managers to ensure consistency in practices and accelerate ramp-up.
• Identify team-wide skill gaps and partner with leadership to prioritize development investments; track progress against maturity goals over time.
• Champion a culture of continuous improvement by synthesizing team feedback, retrospective themes, and industry trends into actionable practice improvements.

What You’ll Bring

Required

• 3+ years of product management experience, with a strong understanding of the full product lifecycle — discovery, prioritization, roadmapping, delivery, and go-to-market.
• Demonstrated ability to design and optimize processes that improve team efficiency and product quality — with examples of things you've built, shipped, and iterated on.
• Demonstrated ability to use AI tools to directly build, accelerate, or improve product or cross-functional work.
• Strong analytical mindset — comfortable working with data, building reports, and translating metrics into clear recommendations.
• Excellent written and verbal communication skills, with the ability to synthesize complex topics for both technical and executive audiences.
• Experience working cross-functionally across Product, Engineering, Marketing, and Customer Success in a fast-moving environment.
• Proficiency in product and project management tools (e.g., Jira, Aha!, Confluence, Smartsheet, or equivalents).
• Proficiency in Microsoft 365 suite (Word, PowerPoint, Excel) or equivalent.
• English language proficiency in a professional setting.

Preferred

• Experience in a SaaS, CCaaS, or UCaaS environment.
• Familiarity with data visualization and BI tools as a consumer and collaborator (e.g., Tableau, Looker, Google Data Studio) — ability to interpret and work with dashboards, not build them.
• Experience training or upskilling product teams on best practices, tooling, and AI-driven workflows such as spec-driven development, prompt engineering for PMs, or AI-assisted discovery.
• Experience with agile, continuous planning, and hybrid delivery methodologies.
• Background in program or project management as a complement to product experience.
• Product management certification (e.g., AIPMM CPM, Pragmatic Institute PMC, Product School Certificate, or equivalent) is a plus.

Education

• Bachelor’s Degree in Business, Technology, or a related field.

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