About the Role

Your mandate is two fold:

Maximize operational excellence today (speed, accuracy, SLAs, client trust).
Continuously translate operational insights into product improvements that make the platform smarter, faster, and more autonomous over time.

Responsibilities

Lead High-Performance Operations

Own the daily operating rhythm of the team - huddles, reviews, retros, and goal tracking.
Define clear roles, ownership, and expectations across the floor.
Set and enforce productivity, quality, and accuracy benchmarks, ensuring teams consistently hit targets.

Bridge Operations & Product

Act as the primary voice of the customer.
Create a tight, structured feedback loop between Operations and Engineering.
Translate real-world bottlenecks, edge cases, and failure modes into clear product requirements that improve automation, UX, and decision quality within the dashboard.

Own Client Success & SLAs

Serve as the operational face of for customers.
Own delivery against key SLAs including Turnaround Time, Approval Rates, and Throughput.
Lead Monthly Business Reviews (MBRs) with clarity and credibility- demonstrating where value is being created, whats improving, and whats next.

Drive Strict Accountability

Implement a data-driven operating model where every team members performance - speed, quality, judgment - is visible and measurable.
Build coaching frameworks that turn data into action: targeted feedback, improvement plans, and growth paths.
Ensure accountability is consistent, fair, and performance-oriented.

Build for Scale

Design and document SOPs, training modules, and escalation frameworks that allow the organization to scale from ~45 to 100+ team members without loss of quality or control.
Reduce tribal knowledge by building repeatable, auditable processes.
Continuously refine playbooks as the product and client mix evolve.

Qualifications

The Operator: 2+ years of experience in Operations, Product Ops, Customer Success, or Program Management within a high-growth SaaS or services environment. Comfortable managing people, schedules, throughput, and daily execution under pressure.
The Systems Thinker: You dont just fix problems - you design systems so they dont recur. Strong comfort with data: dashboards, Excel/Sheets, BI tools, and operational metrics. You seek root causes, not surface-level explanations.
The Product Partner: You naturally see automation opportunities in manual workflows. Able to articulate operational pain points in a way that engineers can build against. Thinks in terms of scalability, leverage, and long-term product impact.
The Coach: Able to deliver tough feedback with clarity and empathy. Motivates teams to hit aggressive goals while maintaining morale and ownership. Invested in developing people, not just managing output.
High Agency: Thrives in ambiguity and fast-changing environments. Don't wait for playbooks - write them. Takes ownership end-to-end and drives outcomes independently.

Product Operations Manager-SAAS