Product Operations Manager

ABOUT US

Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.

Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world's leading nonprofits

We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don't take ourselves too seriously. We believe that life is too short not to love what you do.

The ideal candidate for Virtuous embodies our values by:

- Asking questions with a spirit of curiosity

- Giving feedback freely with candor & grace, welcoming it in return

- Displaying a passion for philanthropy and technology

- Serving with joy. Everyone is willing to make the coffee!

- Celebrating the wins & milestones of others

- Assuming good intent & demonstrating trust in others

- Pursuing relationships with people different from themselves & creates space to be human

Find our core values & more here https://virtuous.org/company/about/.

POSITION SUMMARY

Virtuous serves thousands of nonprofits, and every day those teams tell us something true about our product. It comes through support tickets, CSM conversations, sales calls, and the market talking about us. Turning that into a system, so that the voice of the customer is a first class input to what we build is one of the highest leverage jobs we have.

This role owns that loop for a product area. Signal comes in, and it leaves as clear, prioritized work that engineering can act on. You find the patterns, you make sure the customer hears back when we ship, and you build the AI workflows that do the first pass so your time goes to judgment instead of manual sorting. The job is scoped to an area, but it works horizontally: you sit between Product, Engineering, CX, and G2M, and you are the reason those four groups are looking at the same reality.

RESPONSIBILITIES

- Signal to well defined input. You take confirmed defects and escalations and turn them into prioritized, reproducible work with real customer and business context attached. Engineers should open their queue and find clarity, not archaeology.

- Intake that meets people where they already work. You run the pipeline that captures signal from support, CX, CSMs, sales, and customers into one structured place. Sharing feedback should be easier than not sharing it. The rails are shared across areas so we speak one taxonomy. You operate them, you hold the line on them, and you push on what should be better.

- The AI layer. You build and tune the AI powered pipelines that enrich, tag, cluster, and summarize unstructured feedback into trackable work. You partner with engineering on tooling and evals so synthesis quality measurably improves instead of quietly stagnating.

- Patterns. You see what nobody working a single ticket can see: which issues are actually the same issue, which recurring fix needs a permanent solution, which whole cluster disappears if we solve the thing underneath it. You surface those patterns and they become roadmap.

- Prioritization partnership. You and the PM rank customer facing work together by customer, business, and revenue impact. You bring the evidence and the ranking, and you are expected to have a view.

- Closing the loop with customers. You make sure the work lands where it started. You help support close out escalated customers and grouped tickets with real answers. You own the weekly round up of improvements and fixes that feeds the changelog on the product hub, so what we shipped is visible.

- Release comms, connected. PMs write the changelog posts and PMM approves them. You are the person who knows what is actually moving in your area week to week, so you make sure those connections happen and nothing ships silently. You work with PM and PMM to keep CX, Revenue, and enablement current on what changed and what it means for their roles and our customers.

- Visibility. You build the layer that gives CX and G2M a clear line of sight from customer input to shipped outcome, so they can close the loop with customers confidently and in real time. As product telemetry comes online, you make sure the signal from your area gets reported up and out.

- Voice of the customer programs. You partner with CX and Revenue to run structured programs that generate high signal feedback by design: customer and partner advisory cohorts, early access, user groups. You define what high signal means for your area, tied to specific u