Product Operations Manager

Role overview

Workplace

• Based in Brex's Vancouver office in a hybrid environment.
• Requires at least three coordinated office days per 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 every release; adapt processes and capacity as release cadence evolves.
• Lead and improve OLAB, a weekly cross-functional board for assessing launch impact and aligning readiness.
• Engage early in launches and use customer and product insights to shape the product experience.
• Lead customer-facing escalations and crisis response, coordinate communications, establish a source of truth, and run retrospectives.

Documentation, data, and automation

• Own the quality and lifecycle of Help Center articles, internal knowledge, service descriptions, and implementation guides.
• Partner with leadership and Engineering to maintain product knowledge for people and AI systems.
• Use AI support-agent failure patterns to improve documentation, with human validation of each AI-suggested change.
• Define metrics for self-service, chatbot containment, knowledge adoption, and queue health, with thresholds, owners, and responses.
• Expand team automation and set standards for AI use, including where human judgment remains essential.

Team and cross-functional leadership

• Lead and develop four product-domain owners, set expectations, and manage performance and career growth.
• Partner across product and customer-facing teams to deliver timely enablement, balance readiness with delivery speed, and make practical trade-offs.
• Communicate 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, ideally in fast-paced tech or fintech.
• Experience partnering with Product and Engineering through full launch cycles and navigating scope, sequencing, and trade-offs.
• Experience leading projects, mentoring teammates, or developing others; first-time managers are welcome.
• Ability to scale cross-functional processes and influence partner teams without formal authority.
• Experience owning documentation or knowledge at scale and maintaining quality as products evolve.
• Strong analytics, including defining metrics, building dashboards, and using data to prioritize.
• Hands-on experience integrating AI agents and automation into workflows with measurable improvements.
• Clear communication across technical and non-technical audiences, including presenting data to leadership.
• Sound prioritization under competing demands and adaptability as business needs change.

Bonus qualifications

• Bonus: fintech, financial services, or enterprise SaaS background; Product Manager experience; or at least one year managing or developing a team of three or more individual contributors.
• Bonus: experience structuring product knowledge for AI systems, self-service and containment metrics, governance forums, or translating operational insights into roadmap changes.
• Bonus: proficiency with Linear, Guru, Sanity, or Hex.

Compensation

• Expected Vancouver salary range is $120,800 to $151,000 CAD; 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.