Product Operations Lead

CentralReach is the #1 provider of SaaS software solutions for autism care. Trusted by more than 115,000 users, we enable therapy providers, educators, and employers to scale the way they deliver Applied Behavior Analysis therapy with innovative technology, market-leading industry expertise, and world-class customer satisfaction.

We are looking for a Product Ops Lead, who will be an integral part of the Product team, supporting the organization to ensure superior operational delivery for product initiatives. This role has a strong passion for problem solving and for proactively working on the development of data-driven processes that will enable the Product team to build better products more easily and to take them to market more successfully.

Areas of focus include product process excellence, data and analytics to support strategy, cross-functional communication and support to product team education and practices.

Key Accountabilities:

• Data-focused Product Ops:
  • Drive the creation of a roadmap for making data more available and actionable for the Product Team.
  • Establish, monitor and review key Product health metrics
  • Connect metrics with initiatives, run experiments to measure impact
  • Using Pendo, create a framework to track, understand and influence the user experience
  • Combine different data sources (e.g. SF, Pendo, etc.) to develop business insights to identify opportunities
• Work closely with the Sr Director of Product Ops to solidify a roadmap for the Team’s activities and growth
• Support the roll-out of product management best practices
• Project manage cross-functional initiatives around process improvement (e.g. Release process awareness and monitoring, improvements to Voice of Customer)
• Support the Product and Delivery teams with data for reporting on goals, outcomes, roadmaps, progress, capacity and costs across their organization. In other words, make the right data easily accessible and complete it with actionable insights. Areas of work will include:
  • JIRA
  • Pendo
  • Salesforce
• Engage with different functions (product, design, engineering, data analysts, product marketers, sales, etc.) in a constructive and collaborative relationship to collect their needs and to turn them into process proposals.
• Contribute to improving an effective onboarding process for Product Team members so that there’s a clear path from day of hire to becoming a productive member of the team.
• Stay on top of the latest product best practices, methodologies, and tools.
• Identify and streamline critical and routine tasks/processes to take less of the team’s time and yield more impactful results.
• Continuously improve and/or automate the above practices where possible.

Desired Skills and Experience:

• Strong data analysis and report-building skills
• Familiarity with Pendo or similar and other data/BI tools
• Ability to work independently and to proactively identify areas of process improvement or useful analysis
• Curiosity and positive attitude
• Ability to communicate with different audiences
• Listening skills and ability to distill requirements into actionable initiatives
• Ability to work with ambiguity and be flexible/nimble.
• Strong organizational skills and attention to detail.
• Cross functional collaboration and negotiation skills
• Ability to document processes
• Bachelor’s degree or equivalent relevant work experience.
• 3+ years’ experience in one or more of the following areas: Product Management, Product Operations Management, Business Operations, Agile delivery, Management Consulting, Strategy, Program Management.
• PMP certification is a plus