We’re looking for an experienced Senior Product Operations Manager to join our team. Reporting to the Director of Business Operations, your job is to be an expert on our users, our product, and our key product audiences. As the critical interface between our R&D (product, engineering) and field teams (sales, customer success, support), you will help define our product release strategy and operationalize the feedback we hear from our customers. 

The ideal candidate is someone who thrives in a high growth environment and easily adjusts to rapid changes in people, process, and product. You have the technical chops to debug a complex integration while maintaining the perspective of why the integration matters. You are able to effectively translate broad business requirements into actionable engineering requirements, and vice versa. You are also able to zoom out and have proven success at setting up team processes and structure.

Ultimately, you believe in the power of empathy to bring different perspectives to the same table and are committed to helping TripActions deliver an amazing customer experience through your incredible cross-border, cross-functional stakeholder engagement expertise.

What You’ll Do:
At the heart of your duties, you will surface, prioritize, test, rollout, and iterate on products. More specifically:

• Product Program Management
  • Identify and coordinate the interdependencies among projects, products, and other important strategic initiatives across the organization
  • Assess product-market fit requirements for new products, enhancements and emerging markets through internal and external research and effective data analysis
  • Program manage product changes across various Product teams to ensure the product-market fit requirements are delivered on-time and to specification
  • Serve as a technical champion of key product domains and operationalize QA and subsequent rollout of planned beta programs
• Product Feedback
  • Strategically prioritize product change requests based on issue volume, users impacted, revenue impact, and other relevant metrics
  • Identify problem areas impacted by the product post-launch
  • Track core business metrics related to the product (adoption, impact on performance)
  • Flag, define and strategically manage the prioritization of product bugs for resolution
    
• Enablement and Change Management: Act as the cross-functional partner to Product, PMM, Change Owners and our customer-facing teams (Customer Success, Marketing, Sales, Support) by understanding and communicating all upcoming product features and user experience changes
• Creation and maintenance of all internal facing technical documentation.
• Be able to troubleshoot complex technical concepts in our platform like SSO setup, API and file-based vendor data exchange, user profile management, and external expense tool integrations.
• Plan and implement systems that perform the work and fulfill the mission and the goals of the department efficiently and effectively.

What We’re Looking For:

• 7+ years in product, operations, or data-driven customer success in a technology company
• Strong verbal and written communication ability
• Strong internal and external stakeholder management skills
• Strong interest in technical software configuration and general problem-solving 
• Intermediate or above coding ability (preferably Java or Python)
• Creative, solutions-driven person who acts independently whilst keeping cross-functional teams aligned
• Excellent organizational skills to manage multiple concurrent projects with varied stakeholders
• At ease in new, ambiguous scenarios with a view to problem solve with great, efficient effect
• Able to easily create and build relationships across varied teams, in varied locations and time zones, both internally and externally, whilst challenging the status quo