Senior Product Operations Manager

Details

Over 7,500 companies use Customer.io 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 and helps teams send smarter, more relevant messages using real-time behavioral data.

Role overview

You're a systems-minded operator and strategic partner who loves bringing order to chaos. You blend business intuition, executive presence, a bias for action, and a knack for turning fragmented tools and processes into streamlined, scalable workflows. You enjoy solving operational challenges in product-led SaaS environments and are curious about how AI can enhance internal efficiency. You'll audit tools, design workflows, and support strategic initiatives with an ownership mindset.

Responsibilities

• Audit, document, and modernize product, design, and docs workflows, identifying opportunities for AI augmentation or automation.
  • Drive consolidation of product feedback and tooling into Enterpret, including mapping inflows from existing and new systems of record within Sales and Customer Experience.
  • Lead the maintenance and adoption of Enterpret as the product intelligence platform and system of record for product feedback and insights.
  • Build and deploy Slack-based AI bots using no-code platforms like Kapa.ai to answer common internal product questions (e.g., fast lookups / Switchboard-style assistance).
  • Collaborate with Product and Design leads to archive and clean up legacy content—removing stale docs and improving discoverability.
• Serve as an execution-oriented partner to the VP of Product & Design on special projects and deliverables, and act as a go-to resource on operational and cross-functional matters.
  • Research and consult on organizational design for high-performance Product and Design teams.
  • Review and organize product goals and metrics needed for targeted communications.
  • Conduct pricing reviews and investigations across SaaS offerings and tiers.
  • Support development of internal presentations to represent Product & Design in business reviews (EBRs and QBRs) and cross-functional initiatives.
  • Help plan and organize Product, Design, and Docs team activities for monthly, quarterly, or annual events.
  • Assist with talk track development for industry interviews and speaking engagements.

Requirements

• 7+ years of experience in Operations, Strategy, Program Management, or a related role within a technology consulting or SaaS company.
• Proven ability to audit, clean, and consolidate fragmented processes and tools into clear, centralized systems.
• Experience operating and maintaining SaaS platforms like Enterpret and Linear.
• Strong strategic thinking and written/verbal communication skills; comfortable developing presentations and messaging for internal and external audiences.
• Comfortable working independently and cross-functionally at all levels of the organization, especially in fast-moving or ambiguous environments.
• Executive presence and the ability to partner with leadership on high-impact projects and strategic initiatives.
• Curiosity and initiative to explore AI tools for internal efficiency (AI-powered bots, auto-triage, smart documentation).
• Exceptional attention to detail and organizational skills for managing documentation, access, and workflow dependencies.
• Pragmatic communicator who values clarity and asynchronous collaboration across time zones.

Compensation & Benefits

• Starting salary for this role: $160,000 - $180,000 USD (or equivalent in local currency), depending on experience and subject to market rate adjustment.
• Zone-based ranges listed:
  • Zone 1: $190,000 - $210,000 USD
  • Zone 2: $175,000 - $195,000 USD
  • Zone 3: $160,000 - $180,000 USD
• Inclusive benefits package including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family, 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

Interview Process

1. 30-minute call with a Recruiter
2. 45-minute video call with the Hiring Manager
3. 60-minute Product Ops Case video call
4. 30-minute Bar Raiser video call

Final candidates will complete a background check and employment verifications. Virtual interviews use Zoom video.

About Customer.io

Customer.io commits to increasing inclusion and equity, building an inclusive team culture, implementing bias-free hiring practices, and developing community partnerships.

How to apply

Check Customer.io careers page for more information and apply if excited by this opportunity.