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Turn every agent into your best brand representative with Observe AI

Senior Product Operations Manager

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About Observe.AI

Observe.AI, a leader in Contact Center AI, transforms customer experiences and improves agent performance by helping top brands analyze 100% of calls and streamline quality assurance workflows. With Observe.AI, businesses transcribe every call with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams.

Observe.AI is trusted by more than 150 customers and partners, including Root Insurance, Alcon Laboratories, Tripadvisor, and Pearson. Backed by Menlo Ventures, Next47, NGP Capital, Scale Ventures, Nexus Ventures, and Y-Combinator, Observe.AI’s headquarters is in San Francisco with an office in Bangalore, India. For more information, visit www.observe.ai.

Goals

Partner with the VP of Product Management to enable a world class product team

Build the connective tissue between the teams involved in designing, developing, GTM (go to market) and support of the Observe.AI product

Establish the best in class processes necessary for market leading product innovation

You are

Passionate in understanding and enabling product innovation

Fascinated with how startup businesses work and grow while methodical in thinking and application of ideas to impact that growth

A big picture thinker with a pragmatic approach to problem solving

Interested in the methodologies, processes and tools required in product innovation, development, marketing, sales, support and analysis.

Able to flourish in a startup with minimal guidance, be proactive, and handle uncertainty, ambiguity and the challenge of quickly evolving goals

Responsibilities (Where you can make an impact)

Work directly with the VP of Product to properly meet the operational needs of the products and business.

Prioritize and manage the product operations backlog, projects and programs

Product development process definition, management, maturation

Define the milestones for each stage of product development and ensure consistent application of the process by the product managers

Drive discipline around the processes for user betas, launches and product rollouts

Use agile methodologies including data analytics for prioritization and impact analysis to work with Engineering and QA to roll out new tools or enhancements, ensuring issues are identified, tracked, reported on, and resolved

Ensure the product usage instrumentation is implemented and

SDLC (Software development life cycle) collaboration

Work with product and engineering to evolve the SCRUM processes

Tool / Application selection and implementation

Jira, Figma, Mixpanel, Fullstory, UserPilot

Specify, configure, and implement out-of-the-box solutions with business rules and workflow logic

Customer feedback, bug, enhancement and feature request process definition, management, maturation

Represent the product team and drive the cross functional initiatives and tools to ensure the product feedback loop is optimized.

Product team members process definition, management, maturation

Help the team to set team goals, and use metrics to efficiently measure and guide team performance in pursuit of those goals.

Help define and then implement the Product team members

Experience

5+ years of product management and 2+ years of project or program management

Or 2+ years of product operations management

Product management tools (ex. Jira, Aha!, …

Product usage tools (ex. Mixpanel, fullstory, optimizely, ...

Engineering task tools (ex. Jira …

Project management tools (ex. Trello, Asana, Airtable, ...

Software development, SDLC (software development life cycle) - Agile/SCRUM

Issue management, helpdesk tools (ex. Zendesk ..

Project management / project planning

Program management

Product management

Examples materials

building the connective tissue between product/engineering and user facing teams around the world - like sales, account management, and user support.

ultimate goal is to help deliver more value to more users, faster and more consistently.

focus on encapsulating the voice of the user by synthesizing feedback from many sources, and ushering in novel processes to operationalize products, run experiments and drive adoption.

helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals.

align with Product and Engineering leaders to properly meet the operational needs of their products and businesses.

Plan, coordinate, and drive discipline around the processes for user betas, launches, global rollouts and migrations (in partnership with go-to-market teams).

Collect, quantify & communicate product-related user feedback

Help translate top user insights into product solutions

Serve as a central expert, and maintain an updated central source of truth for information about your team's products

Support initial users and design operational workflows to scale with the business growth.

Conduct strategic analyses and work cross-functionally to drive the product strategy.

live at the nexus of Operations, Customer Support & Ticketing, Development and Product.

use a data-driven approach to research, conceptualize, guide implementation, and analyze solutions for operationalizing new business lines, new product features, ne, and new internal tools.

design, specify, and implement solutions for optimizing the operational efficiency of existing products, workflows, proprietary tools, and third-party integrations.

excited about creating effective tools, efficient workflows, concise & enjoyable instructional content, and consistently iterating to improve on all of the above

Gather requirements, feedback, and data from internal product users such as Support & Ticketing team members to create and iterate on tools and workflows based on structural needs and a rapidly evolving ecosystem of tools and resources

Collaborate with product managers and engineers in Product, Engineering, and Growth to define requirements, devise implementation burndown plans and launch dates, prioritize and delegate various project components, and communicate effectively about ongoing and upcoming projects and product features

Specify, configure, and implement out-of-the-box solutions with business rules and workflow logic

Define success metrics and conduct post-analyses of completed projects

Build data dashboards and present insights into operational processes including performance and productivity, tools usage, and issue tracking

Help various teams and the company broadly meet goals and aid success of new initiatives by developing innovative and scalable operational processes

Exceptional written and oral communication skills

A keen ability for adapting technical and non-technical content for various audiences and purposes

Excellent organizational skills and experience working with project management tools (Trello, Airtable, Asana, etc.) and cloud-based collaborative workspaces (Google Drive, Dropbox, etc.)

Experience with customer support operations and workflow optimization

A penchant for data-driven decisions, and ability to create and present analyses and prioritize work based on demonstrable facts and trends

Sound judgment; makes decisions based on best available qualitative and quantitative information

An ability to adapt to new or quickly changing direction based on user feedback, market demands, and business needs

An impressive mix of creative, operational, analytical, and non-linear thinking

The ability to flourish with minimal guidance, be proactive, and handle uncertainty, ambiguity and the challenge of quickly evolving goals

Identify and prioritize process and technology changes for specific functional areas

Work with engineering and Quality Assurance teams to roll out new tools or enhancements, ensuring issues are identified, tracked, reported on and resolved.

Counseling business leaders in operations and other departments on strategic workflow optimization and process definition initiatives

Creating strategic roadmaps for growth and managing implementation against deadlines and milestones;

Developing business cases for product development, including defining business goals

Using agile methodologies including data analytics for prioritization and impact analysis to work with Engineering and QA to roll out new tools or enhancements, ensuring issues are identified, tracked, reported on, and resolved;

ensuring delivery of quality product features that meet business requirements

Reporting on business case and KPI analysis

Observe.AI at a glance

Turn every agent into your best brand representative with Observe AI

Observe.AI focuses on SaaS, Enterprise Software, Analytics, Artificial Intelligence, and Natural Language Processing. Their company has offices in San Francisco. They have a mid-size team that's between 51-200 employees. To date, Observe.AI has raised $33.3M of funding; their latest round was closed on December 2019.

You can view their website at https://observe.ai/ or find them on LinkedIn.

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