Product Operations Manager

About the role

In this role, you will enhance our product offerings by transforming customer insights into actionable development tasks. Acting as a vital link between our users and engineering teams, you will ensure that customer feedback plays a significant role in shaping our product's future. Your responsibilities will include managing information flow, identifying trends, and streamlining our product development process to make it more efficient and focused on customer needs. You will analyze complex feedback loops and translate them into structured product initiatives that drive value. You will own the end-to-end lifecycle of specific product features, from initial concept through to implementation and post-launch analysis. This position requires you to synthesize disparate data sources to create a coherent narrative for product evolution. You will be responsible for documenting requirements and ensuring alignment across all departments. Your work will directly influence the strategic direction of our platform.

Key facts

• At least 5 years of experience at the intersection of customer relations, product development, and technology, such as roles in Tier 2 support, solutions consulting, or product operations.
• A natural talent for organizing complex information and recognizing customer issues as valuable data points.
• Strong empathy for customers, with a commitment to thoroughly understanding their needs and challenges.
• Demonstrated ability to create structure and deliver initial versions of solutions in a timely manner.
• Exceptional written communication skills, with the ability to convert customer experiences into clear and actionable requirements for engineering teams.
• Comfort with navigating ambiguity and a proactive mindset towards initiating and completing tasks.

Nice to have

• Familiarity with fundraising technology, nonprofit CRM systems, or experience within the nonprofit sector.
• Knowledge of feedback management tools and experience with Linear project management software.
• Background in program management or systems operations, enhancing your ability to streamline processes.

Skills & tools

• Proficiency in AI workflow development
• Expertise in prompt engineering
• Strong skills in customer feedback analysis
• Understanding of product management principles
• Ability to collaborate across various functions
• Competence in data analysis
• Excellent written communication abilities

Practical notes

• All official communications from Virtuous will originate from the @virtuous.org domain. Please be vigilant and cautious of any messages from different domains to avoid potential scams or phishing attempts.

What you'll do

You will serve as the central hub for coordinating between technical constraints and user desires. You will investigate patterns in user behavior to predict future product needs. You will facilitate discussions between stakeholders to ensure that requirements are clear and testable. You will maintain detailed documentation for all product changes and decisions. You will monitor key performance indicators to assess the success of new features. You will work closely with the executive team to prioritize high-impact projects. You will manage timelines and expectations to ensure smooth project delivery. You will contribute to the development of operational playbooks and standard procedures. You will assist in the creation of training materials for internal teams. You will participate in the recruitment process by helping to define role requirements. You will analyze market trends to inform long-term product strategy. You will collaborate with the marketing team to position product updates effectively. You will ensure that all product activities comply with organizational standards.

Requirements

To qualify for this role, you must bring a minimum of 5 years of experience at the intersection of customer relations, product development, and technology. Relevant backgrounds include Tier 2 support, solutions consulting, or product operations. You must demonstrate a natural talent for organizing complex information and treating customer issues as valuable data points. Strong empathy is essential, along with a commitment to thoroughly understanding customer needs and challenges. You should have a proven ability to create structure and deliver initial versions of solutions in a timely manner. Exceptional written communication skills are required to translate customer experiences into clear, actionable requirements for engineering teams. You must be comfortable navigating ambiguity and possess a proactive mindset to initiate and complete tasks. A solid understanding of product management principles and the ability to collaborate across functions are required. Proficiency in AI workflow development and expertise in prompt engineering are expected, along with strong skills in customer feedback analysis and competence in data analysis.

About the company

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.