Contract, Product Operations

Details

Over 7,500 companies — from scrappy startups to global brands — use Customer.io's platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive by helping teams send smarter, more relevant messages using real-time behavioral data.

Responsibilities

• Lead the consolidation of product feedback and tooling into Cycle, including mapping inflows from CSMs, Marketing, Support, and spreadsheets.
• Set up and maintain Cycle as the system of record for product input—owning taxonomy, permissions, job-to-be-done tagging, and cross-functional onboarding.
• Build and deploy Slack-based AI bots to answer common internal product questions (e.g., Switchboard-style assistance for fast lookups).
• Audit, document, and modernize existing product workflows (e.g., bug triage in Zapier), identifying opportunities for AI augmentation or automation.
• Collaborate with Product and Design leads to archive and clean up legacy content in Notion—removing stale docs and improving findability.
• Serve as a go-to partner for product tooling support, documentation hygiene, and scalable workflow development across the organization.

Requirements

• 3+ years of experience in Product Operations, Program Management, or a related role within a SaaS or product-led company.
• Proven ability to audit, clean, and consolidate fragmented processes and tools into clear, centralized systems.
• Experience with product tooling like Cycle, Zapier, Notion, and Slack integrations; familiarity with jobs-to-be-done frameworks is a plus.
• Comfortable working independently and cross-functionally—especially in fast-moving or ambiguous environments.
• Curiosity and initiative to explore AI tools for internal efficiency, including AI-powered bots, auto-triage, or smart documentation.
• Exceptional attention to detail and organizational skills, especially when managing documentation, access, or workflow dependencies.
• Pragmatic communicator who values clarity and asynchronous collaboration across time zones.

Benefits

• Transparent compensation
• Starting agreement salary range: $60/hr - $70/hr USD depending on experience and subject to market rate adjustment.

Our Process

• 30-minute video call with a Recruiter
• 60-minute video call with the Hiring Manager
• Final candidates complete background check and employment verifications.

Customer.io is committed to inclusion, equity, and a bias-free hiring process to build an inclusive team culture and expand global impact.