Design, build, and own scalable systems for launch readiness, feedback capture, triage, synthesis, and routing.
Coordinate product launches across internal User Operations teams and external third party teams to ensure seamless execution and support readiness.
Develop and implement scalable feedback loops between support teams and product/engineering teams, ensuring customer insights are integrated into product development and strategy.
Serve as the voice of the user, advocating for their needs and pain points in product and engineering discussions.
Collaborate with cross-functional teams (e.g., Product, Engineering, Marketing, and Operations) to align on product launch goals and timelines.
Lead efforts to document and standardize launch procedures, ensuring they are easily repeatable and scalable as the product line grows.
Monitor post-launch performance, gathering data from support teams to evaluate product impact and inform future improvements.
Identify potential risks and challenges during product rollouts, proposing solutions to mitigate disruptions to customer service.
Regularly report on the performance of the feedback loop, including key insights, trends, and actionable recommendations for the product roadmap.

Have experience in product launch coordination, especially within a customer support environment (internal and/or external).
Bring product management, technical program management, or similarly hands-on experience taking ambiguous problems from discovery through delivery and adoption.
Enjoy working cross-functionally and are skilled at building relationships with Product, Engineering, and Operations teams.
Are technically fluent in areas such as APIs, integrations, data flows, analytics, automation, or lightweight scripting, even if you are not a software engineer.
Are passionate about customer advocacy and have experience translating customer feedback into strategic product insights.
Are highly organized and able to manage multiple projects with competing deadlines.
Have excellent communication skills, with the ability to clearly articulate technical concepts and customer pain points to diverse audiences.
Are proactive and take ownership of initiatives, from ideation through to implementation and post-launch analysis.
Are comfortable working in a fast-paced environment where priorities can shift quickly.
Have a data-driven mindset, using metrics and feedback to guide decision-making and optimize processes.

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 Specialist, User Operations

Key skills