Product Operations & Customer Experience Manager

We are hiring a Product Operations & Customer Experience Manager to take full ownership of the support quality, internal operations, and overall customer experience for one of our core products.

This role goes beyond traditional support. You will become a deep expert in the product and use that knowledge to guide internal teams, improve support quality, and ensure customers clearly understand and successfully use the product.

By mastering how the product works end-to-end, you will help shape how it is supported, operated, and experienced by users. Your role is critical in maintaining product quality, aligning teams, and translating real customer needs into operational and product improvements.

Key Responsibilities

• Become a subject-matter expert on the product, including workflows, features, and real-world use cases

• Own customer experience quality across all support and operational touchpoints

• Guide and support internal employees working within the product to ensure consistent, high-quality execution

• Monitor customer feedback, support tickets, and usage patterns to identify gaps and improvement opportunities

• Define and enforce support, quality, and experience standards for the product

• Act as a bridge between customers, support teams, and product stakeholders

• Translate customer experience insights into clear, actionable recommendations for product and operations teams

• Ensure the product experience remains intuitive, reliable, and aligned with user expectations as it evolves

• Proven experience in Product Operations, Customer Experience, Support Operations, or Quality Management

• Strong ability to understand complex systems and explain them clearly to both users and internal teams

• Experience owning or managing support quality for a product or platform

• Strong analytical and problem-solving skills with a user-first mindset

• Ability to guide teams and influence outcomes through product understanding and operational clarity

• Excellent communication skills and fluency in English

• Comfortable working in a fast-paced, performance-driven environment

• Ability to work independently, take ownership, and meet deadlines consistently

This Role Is Not a Fit If You:

• Are looking for a basic ticket-based support role

• Prefer reactive work instead of owning outcomes and quality

• Are not comfortable becoming deeply involved in product logic and workflows

• Struggle with cross-team coordination or accountability