Who you are

• 8+ years product management experience, with demonstrated track record in horizontal/operational product roles
• Hands-on experience creating and implementing product operations tools, frameworks, governance models, and intake processes
• Strong SAFe Agile experience including PI Planning, capability management, WSJF prioritization, RoAM dependency tracking, and ART operations
• Proven ability to build credibility and drive adoption through influence rather than authority
• Experience standardizing product practice across multiple teams or domains
• Excellent written communication and documentation skills — frameworks need to be readable, usable, and adoptable
• SAFe certification (POPM, SA, or higher)
• Experience as a Product Operations leader at an enterprise SaaS, telecom, or infrastructure company
• Background designing intake governance for portfolios in active transformation
• Experience with portfolio management tools (Jira, Aha!, Productboard, or comparable)
• Experience with market, competitive, and customer analysis for product positioning
• Business case development experience for product investments
• Comfort with light-touch program management practices (RoAM, dependency tracking, status reporting)

What the job involves

• Contributes to the delivery of the Lead-to-Cash transformation by ensuring the operational and structural foundations of the team enable consistent, predictable delivery across four product pillars
• The Sr Product Manager, Product Operations is a senior individual contributor reporting directly to the Sr Director, DIO Customer Success
• This role owns the team-wide frameworks, governance, intake processes, metrics standards, and operational rituals that allow the four pillars to operate as one team
• Product Operations is an org-wide horizontal function. The Sr PM serves all pillars (Customer Support & Case, Service Delivery, Order Platform, Customer Success) as a peer-level coordinator with no direct reports
• This is a high-leverage role for an experienced Product Manager who is energized by horizontal influence rather than direct authority
• Define, develop, and manage the lifecycle of the team's Product Operations capabilities — from framework concept through adoption to ongoing iteration
• Treat Product Operations itself as a product: identify pain points, design solutions, ship them, measure adoption, iterate
• Set the vision for Product Operations as a strategic enabling function across all pillars
• Develop a roadmap for frameworks, governance, and operational rituals that mature alongside the team's transformation work
• Gather input from peer Directors, Pillar PMs, RTE, and the broader team to ensure Product Operations work reflects real team needs
• Design and run the BAU intake process across all four product pillars, governing how non-transformation work flows into the team without disturbing LTC delivery
• Build and maintain the team's product practice toolkit — capability templates, definition-of-ready criteria, intake forms, decision logs, RACI documentation
• Standardize metrics and reporting across pillars to enable consistent leadership visibility into team health, capability progress, and BAU volume
• Own cross-cutting capabilities that don't naturally belong to any single pillar
• Coordinate with Process Architects across all four pillars on shared standards, templates, and process design conventions
• Support the broader PA community through framework alignment, even though PAs report into their respective pillars
• Partner with PMs across pillars on consistent capability definition and acceptance practices
• Effectively maintain and utilize relationships with key stakeholders throughout the team and with cross-functional partners
• Ensure alignment across pillar priorities through governance forums and cross-pillar rituals
• Partner with the RTE on PI Planning ceremonies, ART ceremonies, and SAFe ritual cadence
• Support the borrowed Program Manager on cross-pillar coordination and dependency management
• Manage the BAU intake backlog and routing decisions, working with Pillar Directors on capacity allocation
• Help peer pillars refine and prioritize backlogs through shared frameworks (WSJF, capability/epic/story hierarchy)
• Collaborate with technology teams to provide clear direction on cross-cutting governance and tooling work
• Use tools and data analytics to draw insights from team operational metrics — capability throughput, BAU volume, cycle time, intake patterns
• Build standardized dashboards providing leadership visibility into team operations across pillars
• Drive operational maturity by identifying patterns in metrics and proposing process improvements
• Define test patterns and acceptance criteria standards used across the team's capabilities
• Participate in UAT for cross-cutting Product Operations work (intake forms, governance tools, frameworks)
• Manage stakeholder expectations across Pillar Directors, PMs, PAs, RTE, Program Manager, and senior leadership
• Identify and proactively include correct stakeholders in cross-pillar conversations and decisions
• Understand stakeholder needs and build effective relationships across a diverse audience
• Utilize effective communication methods, varying approach based on the stakeholder's role and concerns
• What success looks like in year 1:
• BAU intake process designed, deployed, and adopted across all four pillars with measurable reduction in disruption to transformation work
• Product practice toolkit fully built and used consistently by all pillars
• Standardized metrics dashboard providing leadership visibility into team operations
• Effective working relationship with the RTE, Program Manager, and peer Directors as a trusted operational partner
• Frameworks and governance that are seen as enabling, not bureaucratic, by the teams that use them