Mine operational data to surface root causes, not just symptoms, and translate findings into business recommendations that shape product and policy priorities
Own the narrative for weekly business reviews (WBRs): explain why metrics moved, surface root causes, and drive accountability for follow-through
Partner with Product and Engineering to influence roadmaps, represent operational realities in planning cycles, and hold teams accountable to ops readiness
Monitor queue health, SLA adherence, and decision accuracy; escalate systemic risks before they compound
Detect, triage, and coordinate resolution of operational breakages (bugs, routing issues, workflow failures) across cross-functional stakeholders — then own the RCA and ensure fixes stick
Distill agent and frontline feedback into structured insights that close the loop between what's happening on the ground and what gets built

5+ years in product operations, trust & safety, program management, or equivalent analytical operations role
Proven ability to influence skeptical stakeholders using data as the primary lever. You don't just report what happened, you explain why and what to do about it
Natural root cause thinker who asks the right questions and doesn't settle for surface-level explanations
Experience building or managing feedback loops that translate frontline input into business change
Strong analytical toolkit: SQL preferred, Excel proficiency required, comfort with AI tools a plus
Project management experience (Asana or equivalent) and ability to drive accountability across teams you don't directly control
Comfortable in ambiguity, calm under pressure, and clear in written and verbal communication with executive audiences

Product Operations Lead

Key skills