Description
Job Overview
As a Product Operations Specialist, you will play a key role in ensuring that products are operationally ready, insight-driven, and continuously improving. You will work closely with colleagues from Product, Design, Engineering, and frontline teams to translate user needs into actionable insights and scalable solutions.
Key Responsibilities
Product Delivery & Operational Readiness
- Partner with cross-functional teams to ensure products and features are operationally ready for launch.
- Support rollout planning, internal enablement, and post-launch monitoring.
- Identify risks and gaps early, ensuring smooth product delivery.
Insights & Feedback Loops
- Establish and maintain structured feedback loops across user, partner, and system touchpoints.
- Synthesise data from multiple sources (e.g., support, behavioural data, user feedback, system signals such as logs, monitoring, and operational metrics).
- Translate insights into clear recommendations that influence product decisions.
Process & Workflow Optimisation
- Design and improve workflows that increase efficiency and reduce manual effort.
- Standardise processes across teams to improve consistency and scalability.
- Identify opportunities for automation and operational improvements.
Data & Visibility
- Define and track key operational and product metrics, including system performance and reliability indicators.
- Build dashboards and reporting frameworks to support decision-making.
- Enable teams with better visibility into performance, trends, and user behaviour.
Knowledge & Enablement
- Develop and maintain documentation, playbooks, and training materials.
- Ensure internal teams are equipped to support product features effectively.
- Drive clarity and alignment across stakeholders.
Experimentation & Continuous Improvement
- Support pilots and experiments for new processes, tools, or features.
- Evaluate outcomes and scale successful initiatives.
- Embed a culture of iteration and continuous improvement.
Requirements
- 2–5 years of experience in Product Operations, Operations, CX, or similar roles within a product or tech environment.
- Experience working cross-functionally with Product, Engineering, Design, and/or Operations teams.
- Data-informed, with familiarity in using dashboards, reporting tools, or basic querying (e.g., SQL) to derive insights.
- Strong organisational and stakeholder management skills, with the ability to manage multiple workstreams and drive outcomes independently.
- Experience working with operational systems (e.g., CRM or ticketing tools such as Zendesk, Salesforce) and structured processes.
- Able to collaborate effectively with engineering teams, with the ability to understand and communicate technical concepts clearly.
- Comfortable using operational data (e.g., logs, metrics, system signals) to investigate issues and support problem-solving.
Nice to Have
- Experience working on products at scale.
- Exposure to operational tooling, CRM systems, or workflow automation.
- Familiarity with observability or monitoring tools (e.g., Datadog, CloudWatch).
- Experience in the public sector or user-centric product environments.