About the Role
We are seeking a dynamic and experienced Senior Manager - Product Operations to lead our Customer Operations and Onboarding. This role bridges strategy and execution — ensuring seamless customer transitions, efficient internal operations, and scalable systems that enable growth. You will work cross-functionally with Sales, Product, Customer Success, and Engineering teams to drive operational efficiency and deliver a world-class onboarding experience for customers.
Key Responsibilities
1. Customer Onboarding
- Lead the end-to-end onboarding process for new customers, ensuring timely implementation and adoption.
- Build, standardize, and continuously improve onboarding workflows, playbooks, and customer touchpoints.
- Collaborate with Sales and Customer Success to align expectations and ensure a seamless handover
2. Operational Excellence
- Develop and optimize operational processes across the customer lifecycle to improve efficiency, scalability, and customer outcomes.
- Design dashboards and reports to track operational KPIs, identify bottlenecks, and drive data-driven decisions.
- Partner with internal teams to enhance automation, documentation, and internal tooling.
3. Team Leadership & Development
- Manage and mentor a team of onboarding specialists, operations analysts, or project managers.
- Establish performance metrics, set goals, and foster a culture of accountability and continuous improvement.
- Drive cross-functional alignment to ensure operational excellence across all customer-facing teams.
4. Strategy & Continuous Improvement
- Identify and implement process improvements that enhance customer satisfaction and internal productivity.
- Partner with Product and Engineering to relay customer feedback and influence product roadmap priorities.
Requirements
Experience & Qualifications
- 10-12 years of experience in SaaS operations and customer onboarding with at least 3-4 years in a leadership role.
- Proven ability to scale onboarding or operational teams in a fast-growing SaaS environment.
- Strong analytical and problem-solving skills, with proficiency in data tools (e.g., Excel, SQL, BI tools).
- Excellent communication and stakeholder management skills.
- Bachelor’s degree required
Personal Attributes
- Strategic thinker with strong operational discipline.
- Passion for improving customer experiences through process and technology.
- Comfortable working in a fast-paced, evolving environment.
- Collaborative leader who can build alignment across teams
