Product Operations and Implementation Manager

About the Role

We are looking for a hands-on, technically minded Product Operations & Implementation Manager to help drive the successful adoption, operation, and continued improvement of our technology platform. You will become a subject matter expert on our product, serve as the connective link between clients, sales, product, and tech, and help translate what customers need into workable solutions.

This role's top priority will be ensuring client pre-sale scoping is executed, verifying our implementation and product readiness, and executing the client setup, configuration, training, onboarding, and implementation end-to-end successfully. Just as important, the foundation and standard procedures for our implementations are still to be defined, and must be setup for scale and efficiency by this role.

This is a highly hybrid role that brings together project management, client and account management, product operations, and technical implementation. The ideal candidate has experience across several of these areas and enjoys moving between client-facing responsibilities, coordinating projects, understanding technical requirements, and improving products and processes for scale.

Work Arrangements

Type: Full time, remote position. To be considered candidates must be located in one of the following states within the USA: CA, CO, CT, IL, MI, TN, VA, OH, FL. Candidates located elsewhere will not be considered and should not apply.

Candidates interested in part time or contractor opportunities may also be considered.

Working hours: Flexibility to work with both EMEA and California based colleagues is essential for success in this role. The right candidate will be ambitious, fast paced, self motivated, and capable of managing their own schedule with flexibility as needed to get the job done.

What You'll Do

Client implementation and project coordination

• Coordinate and execute end-to-end client implementations, from initial scoping and solution design, to readiness check and verification, testing, client setup, rollout and handoff to ongoing support.

• Work with Sales, Product and Technology to scope customized solutions and turn requirements into actionable technical plans.

• Own client-specific platform configuration, including metadata imports, integrations, APIs, taxonomy, and folder structures.

• Conduct product testing and verification against client expectations and pre-sales scoping, ensuring that client expectations and what is being sold is realistic, and achievable.

• Maintain project plans, track dependencies, and escalate risks or delays early. See to it that client projects and implementations assigned are completed successfully, smoothly, and timely.

• Standardize the proper procedure for client offboardings, and execute any client offboardings as needed.

• Develop repeatable implementation processes and templates that allow us to onboard new clients efficiently and consistently.

Platform operations, knowledge, and performance

• Develop a deep understanding of our platform, its capabilities, configurations, and technical workflows, positioning yourself as the product expert within the delivery and operations team, reducing the need to bring developers or product managers into client facing meetings.

• Build stronger product knowledge and skills within the delivery and operations team, cross training and upskilling colleagues to be just as capable at client onboarding and demonstrations as you.

• With the Technology team, build dashboards and reporting on usage, service performance, trends and account overages.

• Analyze costs, licensing and utilization, and fix recurring issues to improve efficiency and scalability.

• Participate in light prototyping as needed to better illustrate client feedback on product needs.

• Turn client workflows and pain points into requirements, PRDs and roadmap recommendations with the Product Manager and engineering team.

• Help train, test, and refine AI-powered agents within our platform by defining the needs, partnering with engineering, helping to prepare knowledge content, validating responses, identifying gaps and more.

Client enablement, training and documentation

• Drive user and client adoption through owning all onboarding, demos and training within the platform.

• Create a consistent, efficient, and repeatable onboarding experience, including checklists, training materials, configuration guides, and handoff processes.

• Build and maintain internal documentation, implementation team playbooks, and operational workflows. Partner with product and engineering to also ensure the support team has all documentation and playbooks needed.

• Help migrate our product knowledge base into new support system Freshdesk, close gaps by creating missing documentation and materials needed, and train and refine AI support tools.

• Implement product tours within our platform for regular and recurring topics / questions.

Client success and account management

• Manage a portfolio of smaller technical accounts without a dedicated Account Manager.

• Host regular check-ins on performance, client satisfaction, platform usage and renewals, bringing expansion opportunities to the table with Sales.

• Serve as the client point of contact or internal subject matter expert for all technical account questions (non technical support related)
  

What You Need

• Approximately 5 years of experience in a mix across product operations, technical project management, technical implementation, platform operations, customer success, client management, and account management.

• Bachelors degree in relevant field

• Strong technical aptitude and the ability to quickly learn complex technologies, platforms and workflows.

• Direct experience in the creative, broadcast, streaming, or production industries are strongly preferred.

• Experience owning and executing custom client solution designs and implementations, client onboarding, technical projects, or platform rollouts.

• Comfortable working with technical concepts such as APIs, integrations, metadata, system configurations, and troubleshooting.

• Experience creating process documentation, training materials, knowledge bases, and standard operating procedures.

• Strong communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.

• Highly organized, with the ability to manage multiple priorities, coordinate across teams, and keep projects moving forward.

• Analytical mindset, with the ability to interpret usage and operational data and identify opportunities for improvement.

• Comfortable working independently in a fast-moving environment where processes and technologies are still being developed and improved.

WHAT'S IN IT FOR YOU

At Orb Group, you’ll get an exciting challenge at an entrepreneurial and global company. With us, you get to work with market-leading brands and exciting customers who will challenge you, and you, them.

Our employee benefits include:

• 12 paid holidays per year

• 401k Retirement Plan (employer contributions vested immediately)

• Medical, Dental, Vision, and Life Insurance

• Pet Insurance

• Flexible Vacation (Exempt Positions) or **revise if for hourly

• Up to 14 days of paid sick leave

• Up to 16 weeks paid parental leave

Compensation: Salary Exempt position. $90,000 to $120,000 USD annual salary, with flexibility dependent on experience.

Who We Are

Meet Orb Group. We are an independent global specialist in production and content marketing from inception to delivery, powered by technology and fueled by creativity. We have multiple global offices and 100+ colleagues worldwide, but we work as one team. We’ve partnered with some of the world’s biggest and most innovative and recognizable brands, including Ikea, Dyson, Absolut, Netflix, CBS, Polestar, Lego and PBS. Just to name a few.

Orb Group provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.