Product Engagement Manager, User Operations

Quick Facts

• Role: Product Engagement Manager (User Operations)

• Focus: Product launch coordination, support readiness, and scalable voice-of-user feedback loops

Description

Lead a team coordinating product launches across internal and external teams to ensure seamless execution and support readiness. Build scalable feedback loops to capture the voice of the user and translate insights into actionable product improvements, while advocating for users in Product and Engineering discussions. Manage day-to-day execution, coach and develop the team, and standardize launch procedures to make rollouts repeatable and scalable.

Responsibilities

• Coordinate product launches across internal and external teams

• Define strategy, priorities, goals, and quality standards; allocate capacity to deliver

• Coach and manage performance of a small team

• Create and run a Voice of the User program with feedback loops between Support, Product, and Engineering pre- and post-launch

• Represent customer needs and pain points in product and engineering discussions

• Partner with Product, Engineering, Marketing, and Operations on launch goals and timelines

• Monitor post-launch performance and gather support data to assess impact

• Document and standardize launch procedures for repeatability and scalability

• Identify launch risks and propose solutions to minimize customer disruption

• Report feedback-loop performance, key insights, trends, and recommendations for the product roadmap

Requirements

• Experience leading product enablement or launch-readiness at scale, particularly in customer support

• Experience shipping tooling or automations that reduce manual work and scale beyond one team (workflows, dashboards, scripted automation, lightweight pipelines)

• Product management experience with automation/tooling and metrics-driven process improvement

• Ability to build strong cross-functional relationships (Product, Engineering, Operations)

• Passion for customer advocacy and turning feedback into strategic product insights

• Strong organization and multi-project/deadline management

• Ability to communicate technical concepts and customer pain points clearly to diverse audiences

• Ownership from ideation through implementation and post-launch analysis

• Ability to thrive in a fast-paced environment with shifting priorities

Benefits

• Hybrid work: 3 days in the office per week

• Relocation assistance for new employees