Senior Product Operations - Program Manager

Role Overview:

The Senior Product Operations -Program Manager will be responsible for implementing processes, tools, and best practices that enhance the team's ability to deliver and launch world-class products. You will also support various initiatives related to product planning cycles, cross functional collaboration providing alignment with the company’s long-term product objectives.

This individual will play a critical role in Product Lifecycle Management ensuring the successful delivery, launch and sunsetting of multiple, interdependent product lines that are central to our business strategy.

Key Responsibilities:

Product Launch Readiness

• Lead cross-functional alignment across Product, Engineering, Marketing, Sales,Customer Success, and Support to ensure all teams are prepared for product launches.
• Refine and develop and execute product launch frameworks and tools, including readiness checklists, risk assessments, and operational playbooks.
• Partner with Product Management and other Internal Stakeholders to define launch criteria, success metrics, and go/no-go decision gates.
• Work closely with the Go-To-Market (GTM) and Enablement teams, ensuring internal teams have the necessary tools, training, and documentation for a successful launch.
• Manage Release activities, including stakeholder updates, executive briefings, all in conjunction with GTM teams.

Post-Launch Success & Continuous Improvement

• Work with Product Managers to ensure post-launch performance, including customer feedback, adoption trends and other metrics to identify improvement opportunities.
• Collaborate with Customer Support and Success teams to track and resolve post-launch issues and ensure a smooth customer experience.
• Develop and maintain feedback loops between Product, Sales, Customer Success and GTM to drive iterative improvements.
• Confirm reporting in place for key post-launch KPIs, such as adoption rates, customer satisfaction, and operational efficiency.

Strategic and Ad-Hoc Initiative Support

• From time-to-time this role may be required to support program management efforts designed to deliver key product and business initiatives 

Qualifications & Skills:

• 5+ years of experience in Product Operations, Product Management, or Program Management specific to Product Readiness and Launch activities 
• Demonstrated expertise in product launch planning, execution, and post-launch analysis.
• Strong leadership and interpersonal skills, with the ability to influence without direct authority.
• Experience with agile development processes, product launch methods, operational readiness and GTM frameworks.
• Experience with leading cross functional process improvement efforts using methodologies such as Lean/Six Sigma.
• Experience developing, launching and managing the change management efforts associated with new product launch frameworks and processes.
• Experience working with senior leadership to drive business goals and deliver on strategic initiatives.
• Comfortable navigating technical discussions and able to communicate effectively with engineering teams.

• Proficiency in JIRA, Confluence, and other project management tools.
• Excellent analytical, problem-solving, and communication skills.
• Experience in SaaS, B2B, or Enterprise technology industries preferred.

Education:

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field.

Preferred:

• Knowledge of the CCaaS, UCaaS, and AI product landscape, including cloud technologies, APIs, and integrations.
• Experience working with and developing Business Metrics.Tableau, SQL and product analyst experience is a plus
• Certifications including PMP, ITIL, Lean/Six Sigma, Agile are a plus.
• Previous experience working with leading Consulting firm is a plus

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