Product Operations Manager

Role overview

Work arrangement

• Based in the Vancouver office in a hybrid environment.
• Requires at least three coordinated office days each week: Monday, Wednesday, and Thursday.
• Offers up to four weeks per year of fully remote work.

Launch readiness and enablement

• Ensure documentation, release notes, training, and tooling are ready for each release, adapting processes to release cadence.
• Lead and improve the weekly cross-functional OLAB board to assess launch impact and align readiness.
• Engage early in launches using customer and product insights, and lead escalations, crisis communications, and retrospectives.

Documentation, data, and automation

• Own the accuracy and quality of Help Center articles, internal knowledge, service descriptions, and implementation guides.
• Structure product knowledge for people and AI systems; use AI support-agent failure patterns to improve documentation with human validation.
• Define metrics for self-service, chatbot containment, knowledge adoption, and queue health; expand automation and set effective AI-use standards.

Team and cross-functional leadership

• Lead and develop four product-domain owners, managing expectations, performance, and career growth.
• Partner across product and customer-facing teams to deliver timely enablement and make practical readiness and delivery trade-offs.
• Present performance and strategy to CX leadership and executives, translating data into decision-driving insights.

Requirements

• 4+ years in Product Operations, Product Management, Program Management, or a related function; technology or fintech experience is ideal.
• Experience partnering with Product and Engineering through full launch cycles and navigating scope, sequencing, and trade-offs.
• Experience leading projects, mentoring, or developing others; first-time managers are welcome.
• Ability to scale cross-functional processes, influence without formal authority, and own documentation or knowledge at scale.
• Strong analytics, metrics, dashboarding, prioritization, and communication skills, including presenting to leadership.
• Hands-on AI agent and workflow automation experience with measurable improvements; adaptability under competing demands.

Bonus qualifications

• Fintech, financial services, enterprise SaaS, product management, and managing or developing a team of 3+ are bonuses.
• AI knowledge structuring, self-service or containment metrics, Linear, Guru, Sanity, Hex, governance forums, and turning operational insights into roadmap changes are bonuses.

Compensation

• Expected Vancouver salary range is CAD 120,800–CAD 151,000; starting base pay depends on location, skills, experience, market demands, and internal pay parity.
• Equity or other compensation may be included depending on the position offered.