Product Operations Manager

About the Job

As Product Operations Manager, you will build and run the operating layer between Splitero's product and engineering teams and the operations organization that supports them. Reporting directly to the VP of Product & Engineering, this new role addresses a measurable opportunity across the product, engineering, and operational lifecycle by supporting clear delivery and serving as a voice in the early- and late-stage feedback loop. Supporting an operations team of 100+ staff and thousands of homeowners a month, you'll inherit a foundational intake workflow, triage, deployment, and release process to identify and build the missing layers on top. You will collaborate with operational stakeholders to define an enablement program that ensures features land rather than just ship. You will support engineering and product leads in building the measurement loop that triages bug reports and operational requests, brings in the right stakeholders, defines the best next steps, and turns feedback into actionable roadmap input.

At Splitero, we move fast, and the ideal candidate thrives in that environment. You are someone with the operational chops to design systems and the spine to enforce them. This role fits people coming from technical program management, solutions, or support engineering, as well as PMs who grew up with support-heavy products. With exposure to product and operations teams, you can surface the right data to the right stakeholders, measure impact quickly, and make the right decisions to keep teams moving forward.

Responsibilities:

Triage & Product Support

Own first-line review of inbound bug reports and operational issues: reproduce, investigate, validate, and gather context before anything reaches a PM or engineer.

Filter out false positives and work-as-designed reports; route validated issues to engineering with complete, well-formed tickets.

Assemble fast fact bases for material issues (scope, duration, affected records) to support PM/director impact decisions.

Meet and report on response-time SLAs to operations; speed is a core deliverable of this role.

Enablement Partnership & Knowledge Base

Build and run a product enablement program to support the operations org. Cover release training, documentation, change communications, and adoption follow-up with operational stakeholders.

Own the distinction between shipped and landed. Verify adoption after launch and close gaps at the source with support from analytics and engineering teams.

Convert recurring false-positive and confusion patterns into targeted training interventions and provide actionable feedback to the product and engineering teams to enhance internal and external user experiences.

Measurement & Feedback Loop

Instrument the intake system: every report categorized (bug/training gap/product gap/config), trended, and published.

Support confirming the definition-of-done gates in the release process: tracking requirements, enabling readiness, and monitoring new features throughout the release phases.

Deliver recurring feedback reports that feed roadmap planning. In this role, you are the systematic voice of the field of internal users, partners, and homeowners using our platform.

Process & Tooling

Extend the existing project management tools and workflows for intake, triage, and enablement layers. Evaluate and build on the rails already in place while looking at what future success looks like.

Run product team operating cadences tied to delivery: QBR preparation, delivery handoffs, and roadmap tooling.

Design the function to scale. Documented, measurable, and ready to split into dedicated support and enablement roles as the company grows.

Reporting Structure:

Reports directly to the VP of Product & Engineering.

No direct reports for this role.