Product Operations Lead

Role Description

The Product Operations Lead is responsible for the operational leadership of the Product Operations Team. Reporting to the Chief Technology Officer (CTO), this role provides leadership for Product Owners, Project Managers, and the User Experience & Accessibility Specialist while establishing the processes, governance, and performance measures that enable the successful delivery of enterprise software products.

The Product Operations Lead is accountable for the day-to-day operations of the Product organization, ensuring teams have the tools, processes, and support needed to deliver high-quality products and projects. This role focuses on operational excellence, people leadership, project governance, performance management, and continuous improvement, enabling Product Owners to concentrate on product strategy, customer engagement, and product outcomes.

Duties and Responsibilities

• Team Leadership
  • Lead, coach, mentor, and develop Product Owners, Project Managers, and the User Experience & Accessibility Specialist.
  • Conduct performance reviews, establish development plans, and support ongoing career growth.
  • Foster a collaborative, accountable, and high-performing team culture.
  • Support hiring, onboarding, workforce planning, and succession planning.
  • Establish team objectives aligned with organizational priorities and departmental KPIs.
• Product Operations Leadership
  • Establish and maintain operational standards across the Product Operations organization.
  • Standardize product management and project management practices across all product lines.
  • Collaborate with the Business Analysis function to ensure effective requirements management, documentation standards, and alignment between product management and business analysis activities.
  • Develop governance processes that promote consistency, accountability, and quality.
  • Support Product Owners by providing operational leadership while enabling them to retain ownership of product strategy, roadmaps, and customer relationships.
  • Identify opportunities to improve efficiency, communication, and cross-functional collaboration.
• Performance Management & Analytics
  • Develop, implement, and maintain departmental Key Performance Indicators (KPIs).
  • Define operational metrics that measure product delivery, project execution, organizational performance, and team effectiveness.
  • Create executive dashboards and reporting that provide visibility into portfolio health and operational performance.
  • Analyze trends to identify improvement opportunities and support data-driven decision making.
  • Lead continuous improvement initiatives using measurable performance outcomes.
• Cross-Functional Leadership
  • Coordinate planning and execution across Product, Business Analysis, Engineering, Support, and other business units.
  • Facilitate communication between teams to improve delivery effectiveness.
  • Remove organizational impediments impacting delivery and collaboration.
  • Support strategic initiatives directed by executive leadership.
  • Promote consistent operational practices across all product teams.
• User Experience & Accessibility Leadership
  • Provide leadership and support for the User Experience & Accessibility function.
  • Ensure UX and accessibility considerations are incorporated throughout product planning and delivery.
  • Promote organizational adoption of accessibility standards and user-centered design principles.
  • Support continuous improvement of the organization's UX and accessibility capabilities.

Qualifications

• Strong understanding of software development lifecycles and Agile delivery methodologies.
• Excellent organizational, communication, facilitation, presentation, and stakeholder management skills.
• Strong leadership, coaching, mentoring, and team development abilities.
• Ability to develop governance processes and operational standards.
• Ability to establish and monitor KPIs and performance metrics.
• Strong analytical and problem-solving skills with the ability to interpret data and drive operational improvements.
• Ability to prioritize multiple initiatives and manage competing organizational priorities.
• Ability to build collaborative relationships across Product, Engineering, Business Analysis, Customer Support, and executive leadership.
• Ability to influence without direct authority and drive organizational alignment.
• Strong project portfolio and resource management skills.
• Ability to lead organizational change and continuous improvement initiatives.

Requirements

• Bachelor’s degree in Business Administration, Information Technology, Computer Science, Engineering, or a related field, or equivalent combination of education and experience.
• Five (5) or more years of progressive leadership experience managing Product Management, Product Operations, Project Management, PMO, or technology organizations.
• Demonstrated experience leading multidisciplinary teams in an enterprise software environment.
• Experience implementing or improving operational processes, governance, and organizational standards.
• Experience leading project portfolios or enterprise project management functions.
• Experience developing KPIs, dashboards, operational metrics, and executive reporting.
• Demonstrated success coaching, mentoring, and developing high-performing teams.

Preferred Education and Experience

• Experience supporting multiple enterprise software products.
• Experience establishing standardized product management or project management practices across multiple teams.
• Knowledge of accessibility standards (WCAG) and user-centered design principles.
• Experience partnering with Professional Services or Customer Success organizations.
• Experience with Azure DevOps, Jira, or comparable project and portfolio management platforms.
• Project Management Professional (PMP), PMI-ACP, Certified ScrumMaster (CSM), SAFe, or similar professional certifications.

Benefits

• Health care benefits and Insurance benefits (e.g., vision, dental, life, disability)
• Retirement benefits (e.g., 401(k))
• Paid time off
• 11 Paid Holidays

Salary Range

$108,000–$120,000