Sr Staff Product Operations Manager
Leads operational alignment between Support, Product, Engineering, and Analytics to scale support operations and translate insights into product requirements. Requires 9+ years experience, bachelor's degree, SQL/BI expertise, and cross-functional leadership in tech/SaaS environments.
About the job
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
Professional Experience: Minimum of 9 years of professional experience in Management Consulting, Product Strategy, Technical Program Management, or Operations within the technology sector.
Education: Bachelor’s degree in a technical, mathematical, or analytical field (e.g., Computer Science, Engineering, Economics). An MBA is highly preferred.
- Demonstrated experience in designing and scaling operational frameworks or internal software systems within a high-growth SaaS or enterprise technology environment.
- Expert-level ability to navigate large, complex datasets using SQL-based tools and Business Intelligence (BI) platforms to drive strategic decision-making.
- Proven track record of leading high-stakes, multi-quarter initiatives involving diverse cross-functional teams such as Engineering, Product, and Sales.
- Exceptional ability to synthesize complex technical concepts into clear, actionable business strategies for non-technical executive audiences.
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.
Skills
SQL, Business Intelligence, Salesforce, Zendesk, Jira, Looker, Tableau, Databricks, Saas Operations, Kpi Frameworks
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