Director, Product Operations

Responsibilities

Data Fidelity & Insights

• Partner with R&D to design and maintain product usage dashboards, ensuring client usage data is accurate and actionable for Customer Success, Sales, and Product.
• Identify usage-based expansion and whitespace signals and operationalize them in Customer Success and Sales workflows.
• Prepare regular reporting and presentations on business results and trends, including product-level ARR analysis, consumption, churn, and renewal rates.
• Administer product usage analytics platforms such as Pendo, including vendor relationships, renewals, licensing, and legal/PII compliance reviews.
• Define and govern product-tagging frameworks with Product leadership to ensure consistent usage-data capture and actionable insights.
• Establish feedback loops to R&D using GTM-led signals such as ARR, pipeline, client feedback, and churn.

Strategy & Alignment

• Serve as a trusted business partner to Product leadership.
• Enable tracking and measurement of roadmap ROI, including ARR coverage and feature-adoption curves.
• Collaborate with leadership to set and monitor product-specific revenue targets using historical trends and expansion analysis.
• Build structured processes to capture and synthesize field feedback—including win/loss data, Customer Success escalations, sales objections, and support tickets—into prioritized Product inputs.
• Build cross-functional relationships and partner with leaders on strategic projects and initiatives.

Operational GTM Readiness

• Establish and evolve business processes and cross-functional handoffs to improve efficiency and support future growth.
• Translate Product and GTM initiatives into actionable solutions and processes that fit existing infrastructure.
• Partner with Operations and Enablement to provide the field with technical tools and timely insights.
• Maintain alignment between Jira and GTM-facing tools and data so engineering efforts are linked to revenue outcomes.
• Establish tracking and reporting for feature requests and roadmap commitments made to clients and prospects, maintaining a single source of truth across Product and GTM teams.

Requirements

• 7+ years of experience in Product Operations, Revenue Operations, Sales/Customer Success Operations, or Product Management.
• At least 2 years in a leadership or function-ownership individual contributor capacity.
• Mature understanding of go-to-market and client-facing B2B SaaS strategies, with experience translating them into system and process requirements.
• Experience bridging Product and GTM teams and operationalizing requirements for both groups.
• Experience at a growth-stage B2B SaaS company.
• Track record of building processes from scratch in ambiguous, resource-constrained environments.
• Experience leveraging GTM technology and product analytics tools.
• Strong written and verbal communication skills and experience serving as a strategic business partner.
• Bachelor's degree or equivalent work experience.

Tools & Technologies

• Salesforce
• Snowflake
• Omni
• Claude
• ChatGPT
• Jira
• Confluence
• Pendo

Benefits

• Medical, vision, and dental benefits
• 401(k)
• Stock options
• HSA contribution
• Learning stipend
• Flexible PTO
• Quarterly mental-escape days
• Generous parental leave
• Home-office stipend
• Mobile-phone reimbursement
• Home-internet reimbursement for remote employees
• Anniversary and milestone celebrations