Product Engagement Specialist, User Operations

Responsibilities

• Design, build, and own scalable systems for launch readiness, feedback capture, triage, synthesis, and routing.
• Coordinate product launches across internal User Operations teams and external third party teams to ensure seamless execution and support readiness.
• Develop and implement scalable feedback loops between support teams and product/engineering teams, ensuring customer insights are integrated into product development and strategy.
• Serve as the voice of the user, advocating for their needs and pain points in product and engineering discussions.
• Collaborate with cross-functional teams (e.g., Product, Engineering, Marketing, and Operations) to align on product launch goals and timelines.
• Lead efforts to document and standardize launch procedures, ensuring they are easily repeatable and scalable as the product line grows.
• Monitor post-launch performance, gathering data from support teams to evaluate product impact and inform future improvements.
• Identify potential risks and challenges during product rollouts, proposing solutions to mitigate disruptions to customer service.
• Regularly report on the performance of the feedback loop, including key insights, trends, and actionable recommendations for the product roadmap.

Requirements

• Experience in product launch coordination, especially within a customer support environment (internal and/or external).
• Product management, technical program management, or similarly hands-on experience taking ambiguous problems from discovery through delivery and adoption.
• Enjoy working cross-functionally and skilled at building relationships with Product, Engineering, and Operations teams.
• Technically fluent in areas such as APIs, integrations, data flows, analytics, automation, or lightweight scripting.
• Passionate about customer advocacy and have experience translating customer feedback into strategic product insights.
• Highly organized and able to manage multiple projects with competing deadlines.
• Excellent communication skills, with the ability to clearly articulate technical concepts and customer pain points to diverse audiences.
• Proactive and take ownership of initiatives, from ideation through to implementation and post-launch analysis.
• Comfortable working in a fast-paced environment where priorities can shift quickly.
• Data-driven mindset, using metrics and feedback to guide decision-making and optimize processes.

Nice-to-Haves

• Deep involvement in architecting systems of feedback sharing and collection with stakeholder groups across Support, Product, and Engineering (data systems, not slide decks).