Product Operations Manager

Department: Product

Reports to: VP of Product

Job Location: The candidate must be located in the United States or Canada. We are unable to pursue candidates in the following states/territories: California, New York (US); Quebec (Canada).

Employment Type: full-time/salaried

Job Summary

We are hiring a Product Operations Manager who is a high-leverage doer. Someone who makes the product team more effective by doing the work, not creating process overhead for others. This is not a role for someone who designs templates and schedules meetings. It is for someone who rolls up their sleeves, moves fast with AI tools, and helps ship better products by owning the customer intelligence, analytics programs, and operational artifacts that keep the product org running.

You will sit at the intersection of customer insight, product data, and go-to-market readiness. You will own programs, produce real deliverables, and be the connective tissue between product and the rest of the company.

Essential Duties:

Voice of Customer — Product

• Own the end-to-end VOC program for product: collecting, synthesizing, and distributing customer insights from NPS, support signals, sales calls, and Gong/call analysis
• Deliver actionable synthesis, not raw data to product, PMM, CX, and leadership so teams can act on what customers are saying
• Build and maintain systems and tools for routing the right insights to the right teams at the right time

Customer Advisory Board (CAB)

• Own CAB end-to-end: recruit and manage the member list, set cadence and agenda, facilitate sessions when needed, and close the loop with participants
• Translate CAB conversations into structured input that directly informs roadmap and prioritization discussions

Early Access Program

• Own the Early Access group. Helping recruit the right customers, coordinating with PMs on what is being tested, and managing communication cadence so participants feel valued and stay engaged
• Gather and synthesize structured feedback during access periods to support go/no-go and refinement decisions

Product Analytics & KPI Reporting

• Own and administer Pendo as the primary product analytics tool — ensuring features, pages, and events are properly tagged and instrumentation is accurate and up to date
• Partner with Engineering and Product to audit tagging coverage, close gaps, and maintain data integrity so adoption reporting can be trusted
• Establish and enforce tagging standards and naming conventions so data is consistent across the product and over time
• Own creation and maintenance of product adoption metrics and key product KPIs including feature adoption, engagement trends, and usage patterns by customer segment
• Build and maintain the dashboards and reports that PMs and leadership rely on to understand product health and make prioritization decisions
• Connect quantitative usage data with qualitative VOC signals to surface the insights that matter most

Go-to-Market Readiness & Artifact Creation

• Work closely with PMM, CX, Sales, and Support to ensure the right product context flows to the right teams ahead of launches and updates
• Assist in writing and producing the artifacts the product team needs: such as product briefs, internal and external release notes, screenshots, demos, etc. 
• Own the quality and timeliness of these outputs. This is a producing role, not a delegating role

How We Work (AI-First Product Operations):

We operate as an AI-first product organization. That means:

• Using AI tools daily to automate repetitive PM workflows — call transcript summarization, feedback tagging, competitive intel pulls, release note drafts, and research briefs
• Treating AI as a force multiplier for synthesis and insight, not just documentation
• Building automated processes that keep data and reporting current without manual overhead
• Continuously identifying the next workflow to accelerate and then actually building it

We are not layering AI onto old workflows, we are redesigning how product work gets done.

Required Qualifications:

• 3–6 years in product management, product operations, project management or a closely related role at a B2B SaaS company
• Startup or small-team background strongly preferred — you are used to doing more with less and do not need heavy direction
• Genuinely hands-on with AI tools in your current or recent work — you use them daily to move faster, not as an experiment
• Able to identify a repetitive workflow and independently build an AI-assisted solution for it
• Experience with Pendo or a comparable product analytics platform (tagging, instrumentation, reporting)
• Strong written communication — you produce clear, crisp deliverables that do not need heavy editing
• Analytically comfortable — you can work with product usage data, build a dashboard, and tell a story from metrics
• Customer-facing confidence — you can run a CAB session, interview a customer, and synthesize what you heard
• Cross-functional savvy — you know how to work with PMM, Sales, CX, and Engineering without creating noise
• Experience in ERP, manufacturing software, or industrial SaaS is a plus but not required

Working Conditions:

• Prolonged periods of sitting at a desk and working on a computer.
• Must have access to reliable internet that can handle video calls and space to have confidential calls. 

Salary Range

This compensation range takes into account a wide range of factors that are considered in making compensation decisions including but not limited to geographic locations, job family, job-related skills, experience and relevant training or education, business and organizational needs.

Why You'll Love Working at ProShop

• Comprehensive Health Benefits: Enjoy coverage with extended health benefits, including health, vision, and dental care. Your well-being is our top priority!
• Generous Retirement Savings: We match your RRSP or 401(k) contribution up to a maximum, helping you build a secure financial future.
• Paid Time Off: Recharge with ample paid time off, because we believe a balanced life is a successful life.
• Competitive Compensation: Receive a salary and benefits package that reflects your experience and skills, recognizing and rewarding your value to our team.
• Dynamic & Supportive Team: Join a high-achieving, collaborative team that values invocation, supports growth, and celebrates success together.
• Remote Work: Enjoy the flexibility of remote work opportunities, while staying connected with our team. You are welcome to our Bellingham, WA office as much as you’d like.
• Winter Break: We are closed from December 25th to January 1st annually, allowing our team to enjoy the festive season with their loved ones without affecting their vacation balance.

We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, or disability status.