Product Operations Manager

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Product Operations Manager – Apps

Our Applications business unit focuses on delivering a suite of advanced communication tools designed to enhance customer engagement. From cloud contact centers to feature-rich unified communications solutions, our Applications team is dedicated to providing businesses with the tools they need to streamline operations and improve customer experiences.

Why This Role Matters

Product Operations makes product people more successful — and this role is at the center of that mission. We are not a support function; we are a force multiplier that fuels innovation and growth.

As a Product Operations Manager on the Apps Core Product team, you will help drive three core team goals:

• Streamline and simplify our product development lifecycle — so product professionals spend most of their time talking to customers, measuring impact, and shaping strategy.
• Enable product team members to be their best through tools, data, and decision-support systems.
• Drive product practice maturity through education, coaching, and shared experience.

You will own meaningful portions of our operating model — from how we run our product lifecycle to how we equip teams with the right data and AI tools to make great decisions. Critically, this is a builder role: we expect you to ship things — frameworks, tools, training programs, and decision-support systems — not just design them. You bring an action-oriented bias, lead product managers by example, and measure your own success by the outcomes you unlock for the team.

Success in this role looks like: product managers spending more time on customer discovery and strategy than on process overhead, Aha! and AI tools deeply embedded in how the team works, and a measurable improvement in roadmap outcome velocity and PM practice maturity scores.

Potential Next Career Move: Senior Product Operations Manager or Senior Product Manager.

Your Key Responsibilities

Product Lifecycle Ownership

• Own and govern elements of the operating model for how Apps makes strategic product choices — from opportunity discovery through commercialization and post-launch measurement.
• Own the customer signal loop: design and maintain the systems and practices through which customer feedback, usage signals, and market insights flow into product decision-making across the team.
• Partner on the reinvention of our product development lifecycle (PDLC) around evidence-based design, AI integration, and outcome achievement.
• Reframe product roadmaps and delivery plans as distinct artifacts; design roadmap frameworks around outcomes and strategic themes aligned to our tooling (Aha!).
• Establish and maintain playbooks, templates, and best practices that create consistency and repeatability across the product team.

Decision Enablement & Tooling

• Support the launch, adoption, and ongoing optimization of Aha! as our product management platform — including training, onboarding, feedback channel setup, and experimentation capabilities.
• Identify and help build decision-support visualizations that surface product performance, delivery progress, and commercialization readiness signals across the portfolio.
• Champion responsible AI adoption within the Product team — educating and supporting the strategic use of AI tools throughout the product development lifecycle.
• Evaluate and introduce tools and automation that reduce decision fatigue and free product managers for high-value activities.

Business & Product Data Insights

• Define and maintain the standards, frameworks, and common language around product performance KPIs — ensuring metrics are meaningful, consistent, and integrated into the PDLC rather than treated as a post-launch afterthought.
• Establish the patterns and practices that make data-driven decision-making a team habit: KPI selection criteria, measurement checkpoints within the lifecycle, and guidelines for leading vs. lagging indicators.
• Partner with product analysts to ensure the right instrumentation, reporting, and visualization priorities are aligned to team needs — acting as the connective layer between product strategy and analytical execution.
• Support portfolio investment planning by building processes and frameworks for trade-off analysis and prioritization using market impact and business value as inputs.

Commercialization & Cross-Functional Coordination

• Build and maintain a repeatable commercialization framework for cross-functional coordination of go-to-market activities, aligned to our release process.
• Serve as a coordination point across Product, Engineering, Marketing, Sales, Professional Services, and Customer Success to ensure alignment on priorities, timelines, and dependencies.
• Deliver structured, executive-level updates that distill complex operational details into concise, action-oriented insights.

Practice Maturity & Enablement

• Design …