Product Engagement Manager, User Operations
Lead a team of Product Engagement Specialists to coordinate product launches, build scalable customer feedback loops, and ensure support readiness. Requires product management experience, launch enablement at scale, and strong cross-functional skills with Product, Engineering, and Operations.
About the job
Responsibilities
- Lead a team coordinating product launches across internal and external teams, ensuring seamless execution and support readiness.
- Set the team’s strategy and priorities, translate them into clear goals and quality standards, and allocate capacity to deliver against them.
- Build a high-performing team through ongoing coaching, feedback, development, and performance management.
- Build scalable feedback loops between support, Product, and Engineering so customer insights inform product development and strategy.
- Advocate for users by representing their needs and pain points in product and engineering discussions.
- Partner with Product, Engineering, Marketing, and Operations to align on launch goals and timelines.
- Monitor post-launch performance and gather support data to assess product impact and inform improvements.
- Document and standardize launch procedures to make them repeatable and scalable.
- Identify launch risks and propose solutions that minimize disruption to customers.
- Report on feedback-loop performance, including key insights, trends, and recommendations for the product roadmap.
Requirements
- Experience leading product enablement or launch-readiness functions at scale, particularly in a customer support environment.
- Experience in product management with automation and tool development, using metrics and feedback to improve decisions and processes.
- Experience shipping tooling or automations that reduced manual work and scaled beyond a single team (workflows, dashboards, scripted automation, lightweight pipelines).
- Build strong cross-functional relationships with Product, Engineering, and Operations teams.
- Passionate about customer advocacy and can translate customer feedback into strategic product insights.
- Highly organized and able to manage multiple projects with competing deadlines.
- Communicate technical concepts and customer pain points clearly to diverse audiences.
- Take ownership of initiatives from ideation through implementation and post-launch analysis.
- Thrive in a fast-paced environment with shifting priorities.
- Leader-coach who can lead a small team while continuing to perform individual contributor work.
Nice-to-Haves
- Experience in a customer support environment.
Skills
Product Management, Product Launches, Customer Feedback Loops, Cross-Functional Collaboration, Automation Development, Tooling Development, Metrics Analysis, Customer Advocacy, Team Leadership, Process Documentation, Risk Identification, Technical Communication
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