Product Operations Manager

Role Description

The Production Operations Manager is responsible for ensuring the stability, reliability, and operational readiness of cloud‑native production systems. This role leads incident response, on‑call operations, disaster recovery exercises, audit response, and release coordination while driving operational improvements through automation, tooling, and clear operating standards. The role operates as a hands‑on people leader with accountability for execution, continuous improvement, and cross‑functional coordination across Engineering, Platform, and Product teams.

What you'll do

• Lead production incident response for cloud‑native platforms, including serving as incident commander for high‑severity events
• Own and continuously improve incident, escalation, and post‑incident review processes
• Manage on‑call operations, including rotations, escalation paths, and operational health
• Coordinate production releases and changes, ensuring readiness, validation, and rollback planning
• Partner with Engineering and Platform teams to improve service reliability and operational resilience
• Drive automation and AI‑assisted operations to reduce manual effort and operational toil
• Track and improve key operational metrics (e.g., availability, MTTR, incident recurrence)
• Lead and develop individual contributors responsible for L3 production support
• Establish and maintain runbooks, operational standards, and response documentation
• Act as a primary operations partner to Product, Cloud, and Security teams
• Own disaster recovery (DR) readiness, including planning, coordinating, and running regular DR exercises
• Ensure DR findings are documented, remediated, and incorporated into operational improvements
• Coordinate audit readiness and response for operational controls, including supporting SOX, SOC, HIPAA, or customer audits as applicable
• Partner with Security, Compliance, and Engineering teams to address audit findings and operational risk

Qualifications

• Bachelor’s degree in a related field or equivalent practical experience
• 7+ years of experience in production operations, technology operations, or reliability roles

Requirements

• Experience supporting cloud‑native, SaaS production environments (no on‑premise systems)
• Proven leadership during major production incidents and outage events
• Experience managing on‑call operations for customer‑facing systems
• People management experience leading individual contributors
• Strong familiarity with incident management, monitoring, and observability tools
• Experience coordinating or supporting production releases and change management
• Experience planning and executing disaster recovery exercises in cloud environments
• Experience supporting operational audits, control reviews, or compliance activities

Preferred Experience

• Experience working closely with Engineering, Platform, Security, and Compliance teams
• Exposure to automation, AIOps, or intelligent alerting practices
• Background in scaling operational processes in a high‑growth SaaS environment

Benefits

• Remote work environment with a flexible work schedule to encourage work-life balance
• ✈Annual company offsite
• Generous leave package including flexible time off policy that encourages team members to take time off to relax and recharge; plus 13 paid holidays, paid sick leave, and paid parental leave
• Medical, dental, and vision insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose)
• 401(k) company match
• One-time workspace reimbursement to help you optimize your remote workspace