Senior Product Operations Manager

CivicPlus is a company focused on innovation and collaboration to enhance local government services. The Senior Product Operations Manager is responsible for coordinating incident responses and ensuring operational consistency while partnering with various teams to improve processes and maintain service reliability.

Responsibilities:

• Lead coordination of critical incidents across Product and Technology, ensuring effective triage, escalation, and communication to restore services in alignment with severity models and response expectations
• Manage end-to-end incident workflows from intake through resolution, including security risk assessment, cross-team coordination, and escalation to Security when needed
• Facilitate post-incident reviews and root cause analyses (RCAs), documenting findings, tracking action items, and addressing recurring or systemic issues to reduce incident recurrence
• Serve as the central operational point during high-priority incidents, maintaining situational awareness and providing clear updates to technical teams, business stakeholders, and leadership
• Maintain and improve incident response processes, tooling, dashboards, and documentation to support consistent execution, operational readiness, and team onboarding
• Partner with Product, Engineering, SRE, Security, and Product Operations leadership to strengthen operational resilience, reliability, and continuous improvement
• Participate in on-call incident response coverage and other duties as assigned

Requirements:

• Bachelor's degree in Business, Product Management, Operations, Technology, or equivalent practical work experience
• 5–8+ years of experience in product operations, technology operations, delivery operations, engineering operations, or a closely related role
• Proven experience operating in cross-functional SaaS environments, partnering with Product, Engineering, SRE, Security, Support, and other technical teams
• Demonstrated experience coordinating incident response and working directly with technical teams, with strong understanding of production incidents and operational failure modes
• Demonstrated ability to execute and reinforce operational processes and drive disciplined follow-through in time-sensitive situations
• Strong critical thinking and problem-solving skills, with the ability to assess risk, synthesize information quickly, and recommend appropriate actions under pressure
• Strong written and verbal communication skills, including experience communicating clearly with senior leaders during incidents
• Ability to work independently and collaboratively in fast-paced, high-ambiguity environments
• Direct experience supporting Atlassian tools including Jira, Jira Product Discovery, and Confluence; experience with incident management, monitoring, or analytics tools
• Strong proficiency with project management and data analysis tools
• Advanced proficiency with Microsoft PowerPoint and Excel for operational reporting and executive-ready communication
• Agile or PMP certification preferred
• Experience operating in agile delivery environments; prior experience as a Product Owner, Technical Program Manager, Engineering Operations, or similar role preferred