Sr Staff Product Operations Manager

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.