Staff Product Operations Manager
Staff Product Operations Manager
Staff Product Operations Manager
Databricks
The Staff Product Operations Manager will serve as a key liaison among Support, Product, Engineering, and Analytics teams to enhance operational alignment and product readiness. This role focuses on driving strategic initiatives to improve global Support operations and requires strong collaboration and communication skills.
Qualification
- 7+ years of experience in Operations, Consulting or Strategy roles, ideally at a SaaS company or large tech company
- Proven track record driving cross-functional initiatives and collaborating across different organizations such as Product, Engineering, Data Science, GTM, and Support teams
- Excellent communication and stakeholder management skills, with an ability to influence without authority
- Strong process-orientation and systems thinker with bias for action
- Experience with data analysis and creating dashboards to track performance metrics
Responsibility
- Act as the connective tissue between Support, Product, Engineering, and Analytics to drive operational alignment, product readiness, and continuous improvement across support workflows.
- Lead and execute strategic initiatives to scale global Support operations, including coverage models, KPI frameworks, and support process enhancements.
- Translate operational pain points into product and tooling requirements—partnering with internal tools, engineering, and analytics teams to drive automation, triage efficiency, and AI assistant improvements.
- Build and maintain dashboards that measure support effectiveness, surface product-driven case trends, and track customer experience across support channels.
- Support quarterly and annual planning cycles, including headcount, capacity modeling, and budget alignment in partnership with Finance and Workforce Management.
- Influence senior stakeholders by turning support and operational insights into clear, data-driven narratives that inform product and business decisions.
