Deputy Head of Product Operations

Role overview:

Our client is seeking a dedicated and experienced professional to join their innovative team at a rapidly growing seed-stage company. Reporting directly to the Head of Product, you will play a pivotal role in enhancing the product operations. The ideal candidate will be responsible for coordinating advanced support processes, overseeing cross-function initiatives, coordinating with vendors, and providing cross-functional support to internal stakeholders.

Responsibilities:

• Operations Management:

  • Act as point of contact for all questions Product towards internal stakeholders

  • Oversee cross-functional company initiatives with Tech, Marketing, Sales, and Support

  • Ensure prompt delivery of feature launches including coordination of training, documentation, marketing initiatives, finance, release schedules, and others

• Advanced Support Management:

  • Own, oversee, and coordinate escalated tickets, debug complex issues, coordinate issues with external parties, etc.

  • Oversee the delivery of data migrations for new client onboarding

• Operational Sales Support:

  • Provide technical expertise for sales needs including assisting with data migrations, Open API questions, setting up of advanced features, nontechnical questions, and others

  • Coordinate with the internal teams of QA, Engineering, Product, Support, Marketing, and Sales for critical issues helping to acquire and/or retain key clients

• Process Management & Scalability:

  • Establish and refine processes and optimizations to allow to scale the operations with existing resources

  • Oversee the setup, configuration, and continuous enhancement of internal tools such as Retool, Jira, Intercom, Zapier, and others to improve and scale internal processes to ensure quick and qualitative delivery of projects/processes

Requirements:

• Proficiency in English (both written and verbal)
  
• Experience in Product Management/Manager/Operations for more than +5 years 

• Strong independent project ownership and cross-functional collaboration skills

• Excellent communication abilities to align stakeholders and convey critical information quickly & effectively

• Exceptional project management skills and structure

• Exceptional organizational and prioritization skills

• Proficiency with process management tools such as Jira, Jira Service Desk, Intercom, and Notion

• Demonstrated experience in developing and optimizing organizational processes

• Demonstrated data-driven decision-making and working style

• Familiarity with software products and SaaS

• Proactive and result-driven working style

Nice to have:

• Proven track record of building processes in large organizations, particularly within Product Management and/or Operations

• Experience working with external partners and vendors

• Familiarity with tools such as Intercom, HubSpot, Retool, and BI Tools such as Tableau or PowerBI

• Knowledge of process automation tools like Zapier