Product Operations Lead

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.

Required Skills And Abilities

• 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

• Required Education and Experience:
  • 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.