Product Operations Manager Jobs

CareScout Product Operations Manager
CareScout
Join us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system – and we are deeply committed to a sense of belonging for all, in all phases of life.
We’re creating a new experience for care seekers and their families, bringing together long-term care options, non-healthcare resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us!
CareScout is a division of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging.
About the Role:
As a Product Operations Manager, you will serve as the bridge between the product team and customer-facing teams. You will be responsible for collecting, investigating, and triaging all product quality issues reported by our internal and external users, ensuring that our product teams understand and can take action on user problems and opportunities. You will also be responsible for communicating product changes so internal stakeholders understand how to use the product and feel their feedback has been heard.
You will look for opportunities to improve the productivity of product teams by defining, documenting, and operationalizing processes around how we develop and deliver our product. You will also look for further collaboration across teams and implement new processes and tools to support our rapidly growing organization.
Essential Job Functions:

• Once quarterly, partner with the CXO and the CTO lead the definition of OKRs across Product teams, facilitating the process and ensuring that stakeholder feedback is heard
• Represent the work that product teams are doing at internal company events, e.g. product demos, as well as on internal company pages, e.g. Notion or Microsoft Loop, helping build awareness of what is coming and coordinate training
• Help standardize the process to build product, ensuring the product development process is efficient and consistent across CareScout
• Aggregate voice of the customer, fielding questions and gathering feedback from internal stakeholder teams, e.g. customer service, sales, partnership, marketing, and in collaboration with UX research deliver actionable customer insights to Product Management
• Lead the integration of tools and help stand up the systems that help optimize the process of product management and product development
• Drive cross-functional transparency and alignment to effectively represent the voice of the customer in the product management process, amplifying the impact on the customer that product teams pursue

Who We’re Looking For:

• You’re organized and love creating and refining processes - when you see something disorganized, you jump in and find a simple, elegant solution to stay organized in the future
• You set the bar high - from your own contributions to the people you work with to the products you work on. You are thorough and see a project through down to the details.
• You’re forever a student - you’re constantly identifying ways to improve yourself, the quality of your work, the product, and the team
• You have an inquisitive mind and analytical curiosity - your first instinct is to ask questions and understand instead of rushing to an answer; you feel comfortable gathering data and using data to influence change
• You are a proactive problem solver able to take in large amounts of information and synthesize to narrow in on what matters
• You’re a people-centric builder - you’re passionate about always putting the user experience first, and have a track record of advocating for change or improvement
• You’re a clear and effective communicator - you write and speak well, and leverage different mediums to gain consensus and alignment
• You thrive when presented with ambiguity - you enjoy the challenge of a large problem space with many possible solutions, and can execute even while adapting to changes or new information
• You exhibit an extreme ownership mentality - you have a bias for action, you don’t shy away from the hard stuff, and dig in to get to the bottom of problems. No task is too small. You're willing to put in the tedious work upfront until process improvements can be made.

Requirements:

• Strong data-driven problem solving skills
• Startup experience a plus
• Experience in an internal or external customer service role
• Experience with SQL or web-based data tools, e.g. Mixpanel, and Excel
• 4+ years experience in product management, product operations, or engineering, interfacing with technologies used to build web and native applications

Benefits:

• Medical, Dental, Vision, Flexible Spending Account options beginning your first day
• Paid Family Leave
• Child Care Subsidy Program
• Annual membership to Reforge or similar
• 401k Account with matching contributions
• Flexible and generous PTO
• Tuition Reimbursement and Student Loan Repayment
• 40 hours of volunteer time off