Manager, Industry & Product Operations

Manager, Industry & Product Operations

Location: Remote (U.S.) | Travel as needed

Reports to: VP, Product & Industry Operations

Build the commercial lens behind every product line

ECI serves more than 25,000 customers across five industries. Our business is complex by design — built through more than 60 acquisitions and spanning verticals from manufacturing to field service, retail, and beyond. That complexity creates a real gap: no one has consistently owned the cross-product view of how our software is actually living inside our customers.

Sales Ops watches the health of the sales engine. Marketing Ops watches the demand engine. CS Ops & Retention runs the retention engine.

Industry & Product Ops watches each product line and vertical as a business — covering the full arc from pipeline to churn, with the heaviest weight on one question: how is the product actually living inside our customers?

This role runs and strengthens that function day-to-day.

What you'll do

• Own and maintain the product health scorecard. Maintain a single scorecard by product line — pipeline, win rate, ASP, attach and cross-sell, GRR/NRR, and churn — with one definition set reviewed monthly by Product and GTM leadership.

• Translate data into clear, actionable recommendations. Convert product usage, CRM, billing, and support data into crisp summaries of where products are winning, leaking, or stalling — packaged for leadership to act on, not just review.

• Prepare and coordinate the monthly product business review. Own the prep work, scorecard assembly, and agenda — so the cross-functional conversation between Product and GTM leaders is focused, well-supported, and runs on time.

• Analyze and escalate product-attributable churn. Root-cause losses and churn at the product level, quantify the ARR impact, and surface the top findings with clear remediation options for leadership to prioritize into the product roadmap.

• Maintain and influence the cross-sell whitespace and attach strategy. Maintain and adjust the cross-sell whitespace model by vertical — in partnership with Sales Ops and CS Ops — to keep pipeline fed with real expansion opportunity.

• Monitor the full product lifecycle and flag risk. Track where each product wins, stalls, and loses customers from onboarding through renewal, and surface emerging patterns — with supporting data — for leadership to act on across the portfolio.

• Implement and refine automated signal detection. Do the hands-on build and maintenance work to automate health scorecarding, adoption tracking, and signal detection using agents — so the scorecard stays agent-maintained, not analyst-maintained.

• Feed product intelligence into the broader GTM motion. Ensure timely, accurate product- and vertical-level data reaches Sales Ops, CS Ops, and Product Management to support pipeline health, pricing decisions, and deal structure.

Who you are

• 5–8 years in product strategy and operations, business ops, or GTM strategy in multi-product B2B SaaS. Experience in SMB, vertical software, or an acquisition-built portfolio is a strong plus.

• 5–8 years in product strategy and operations, business ops, or GTM strategy in multi-product B2B SaaS. Experience in SMB, vertical software, or an acquisition-built portfolio is a strong plus.

• Genuinely fluent in product and revenue analytics. You can go from raw data to a clear recommendation without waiting on a BI queue. Funnels, cohorts, retention curves, adoption metrics, and ARR math are familiar tools — you use them, not just request reports built on them.

• Effective presenting to and collaborating with Product and GTM leaders. You organize evidence clearly, translate data into crisp recommendations, and hold your own in cross-functional conversations without needing to own the room.

• AI-native by instinct. Your default is to automate the analysis, not run it manually every month. You know how to build and contribute to agent-maintained workflows, and you apply that standard to your own work first.

• A self-directed, consistent operator. You understand what good looks like, you execute reliably, and you help the people around you do the same. You thrive with clear direction and minimal hand-holding, and you raise problems early rather than waiting for someone else to notice them.

Not required: An MBA, a consulting pedigree, or a "Product Ops" title. We care what you've built.

Why this role matters

ECI's commercial decisions — roadmap investments, pricing, M&A integration, and retention strategy — have historically been made without a consistent, product-level read on commercial health. This role changes that.

You'll run the day-to-day operations of this function, keep the scorecard sharp and consistent, and serve as the intelligence layer connecting GTM and Product at the team level. The work you do will directly shape what ECI acts on, quarter over quarter.

This is high-impact execution, not a support function.