Lead a team coordinating product launches across internal and external teams, ensuring seamless execution and support readiness.
Set the team’s strategy and priorities, translate them into clear goals and quality standards, and allocate capacity to deliver against them.
Build a high-performing team through ongoing coaching, feedback, development, and performance management.
Build scalable feedback loops between support, Product, and Engineering so customer insights inform product development and strategy.
Advocate for users by representing their needs and pain points in product and engineering discussions.
Partner with Product, Engineering, Marketing, and Operations to align on launch goals and timelines.
Monitor post-launch performance and gather support data to assess product impact and inform improvements.
Document and standardize launch procedures to make them repeatable and scalable.
Identify launch risks and propose solutions that minimize disruption to customers.
Report on feedback-loop performance, including key insights, trends, and recommendations for the product roadmap.

Have experience leading product enablement or launch-readiness functions at scale, particularly in a customer support environment.
Have shipped tooling or automations that reduced manual work and scaled beyond a single team (workflows, dashboards, scripted automation, lightweight pipelines).
Have experience in product management with automation and tool development, using metrics and feedback to improve decisions and processes.
Build strong cross-functional relationships with Product, Engineering, and Operations teams.
Are passionate about customer advocacy and can translate customer feedback into strategic product insights.
Are highly organized and able to manage multiple projects with competing deadlines.
Communicate technical concepts and customer pain points clearly to diverse audiences.
Take ownership of initiatives from ideation through implementation and post-launch analysis.
Thrive in a fast-paced environment with shifting priorities.

Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
401(k) retirement plan with employer match
Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)
Mental health and wellness support
Employer-paid basic life and disability coverage
Annual learning and development stipend to fuel your professional growth
Daily meals in our offices, and meal delivery credits as eligible
Relocation support for eligible employees
Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.

Product Engagement Manager, User Operations

Key skills