Product Operations Manager

Description

Overview

One Inc is the leading payments network modernizing the insurance industry. With a dedicated team of over 800 experts focused on the insurance industry, One Inc is equipped to solve even the most complex use cases for our carriers. This position is 100% remote and provides the opportunity to work for the leading Insurtech payments company, named to Inc. Magazine's Annual Best Workplaces List for 2023.

One Inc is looking for a Product Operations Manager who will play a key role on One Inc’s Product team owning a broad range of strategic and operational responsibilities. The Product Operations team is an enablement function for product management to help inform strategy and make quicker decisions. This is a visible role, working cross functionally across the organization to help the product management function scale by surrounding the team with the essential inputs to set strategy, prioritize, and streamline ways of working.

Essential Job Functions & Responsibilities

• Create and own a center of excellence for voice of the customer by strengthening product feedback loops. Work to connect the day-to-day customer experience to product and engineering teams and bring customer insights to help teams think beyond the boundaries of what they know today.

• Define best practices for communicating customer feedback to the organization including aggregating and publishing feedback in an easily accessible tool.
• Establish user feedback management models to collect and synthesize user feedback from multiple channels, such as in-product surveys, support channels, and product feedback and feature requests.
• Drive complex programs end to end, such as product newsletters and satisfaction surveys.
• Apply analytical and statistical rigor to solve complex problems and drive business decisions that will help us achieve our strategic goals.
• Communicate effectively with senior leadership by creating compelling presentations leveraging data where applicable.
• Own meaningful company-wide initiatives to help prepare One Inc for larger scale, and to create predictable and reliable processes for the benefit of the One Inc team and our customers and partners.
• Obtain deep product knowledge and use it to surface opportunities for improving performance, quality, and intuitiveness of the product.
• Manage our operational relationship with relevant partners and vendors, including negotiating strong service agreements and performing joint performance assessments.
• Drive a “metrics first” approach when launching new products, evaluating areas for improvement, and monitoring growth trends.
• Partner with the engineering and product organizations to create a best practices platform migration approach.

What You’ll Bring

• Minimum 5 years professional experience with 2 years working in product management, product operations, or strategy & operations roles, ideally for a fast-growing business.
• Experience running voice of customer programs with the ability to view and aggregate the data into meaningful, actionable, insights.
• Experience driving product prioritization for multiple product lines leveraging a product tool such as Aha, Dragonboat, or ProductBoard.
• Excellent program management and a can-do attitude, able to juggle multiple priorities simultaneously.
• Ability to understand complex technical systems, features & processes and how they all interact with one another.
• Strong interpersonal and problem-solving skills, and ability to work effectively with a wide range of cross-functional stakeholders.
• Excellent organizational skills, time management skills, & attention to detail.
• Demonstrated delivery of large-scale programs, preferably multiple successful product launches.
• Detail-oriented, analytical self-starter and able to multi-task across competing priorities.
• Experience working in a high growth environment and adapting to frequent change.

Experience & Education

• Preferred candidates will have experience in payments or technology. Insurance experience a plus.
• Bachelor's Degree in Business, Computer Science, Engineering, or another related discipline, or relevant experience.
• 5 years professional experience with 2 years working in product management, product operations, or strategy & operations roles, ideally for a fast-growing business.
• English fluency at native level.
• Willingness to travel up to 10% of the time to partner and other locations in the United States.

Qualifications