Product Support (Operations)

Overview

The Product Manager for Customer Operations Tools will own the lifecycle of internal platforms that power our support, service, and operations teams. You will streamline internal workflows, reduce handling times, and improve the overall agent and customer experience. This role requires gathering complex operational needs, translating them into technical Product Requirement Documents (PRDs), and collaborating with internal engineering teams and external software vendors.

Key Responsibilities

● Initiative Ownership: Drive the strategy, roadmap, and execution of all tooling initiatives dedicated to Customer Operations.

● Requirement Gathering: Interview customer support agents, leads, and operational stakeholders to identify workflow bottlenecks and tool gaps.

● PRD Preparation: Author detailed Product Requirement Documents (PRDs) with clear user stories, functional specifications, and success metrics.

● Engineering Alignment: Partner closely with internal engineering teams to scope technical solutions, manage sprints, and deliver features.

● Internal Collaboration: Coordinate with central internal tool management teams to ensure alignment with broader company infrastructure and data security standards.

● Vendor Management: Evaluate, integrate, and manage relationships with external solution providers and third-party SaaS vendors.

● Experience: 1+ years of experience in Product Management, ideally focusing on internal tools, CRM systems, or customer operations.

● Technical Writing: Proven track record of writing clear, structured PRDs and mapping complex operational workflows.

● Analytic Skills: Possess SQL skills with the ability to query, validate, and analyze operational data independently.

● Stakeholder Management: Strong ability to bridge communication gaps between non- technical operations teams and technical engineering teams.

● Vendor Operations: Experience evaluating third-party software, negotiating technical requirements, and managing external vendor integrations.

● Problem Solving: Passion for automation, efficiency, and eliminating manual steps in operational workflows.