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Product Operations Manager

2 months ago

Glendale, California, United States Tentek, Inc. Full time
About the Role

Tentek, Inc. is seeking a highly skilled Product Operations Manager to join our team. As a Product Operations Manager, you will be responsible for supporting business stakeholders, including relationship management, answering support questions, light troubleshooting of potential issues, and performing user training.

Key Responsibilities:

  • Support business stakeholders through relationship management, answering support questions, and light troubleshooting of potential issues.
  • Perform user training and ensure that users are proficient in using our products.
  • Guide the day-to-day activities of a team of remote business analysts supporting multiple systems across different disciplines.
  • Participate in larger organizational Product Operations initiatives, such as crafting evergreen documentation, executing strategic communication plans, and defining processes that contribute to an improved team working culture.
  • Own communication to product end users, including feature release notes, project-specific updates, and other general announcements.
  • Create internal and customer-facing root cause analysis reports for critical outage incidents.
  • Be a platform expert that can perform an analysis on customer requests, identify and documenting patterns and trends to share with Product and Engineering teams for potential system improvements.
  • Provide periodic updates/presentations on metrics and initiatives to leadership and business partners.
  • Perform any other duties needed to help achieve Business Objectives for the Product Operations team.

Requirements:

  • 4+ years of experience in a professional role, preferably supporting clients in a technology/product environment.
  • Experience working within a defect management process, providing a link between Product/Engineering and end users.
  • Strong communication skills, with a bent towards customer service, and an ability to navigate both internal and external stakeholders, as well as an ability to distill technical information accurately, and convey it (verbally and/or written) to business partners and internal technology teams.
  • Experience with a variety of systems within Enterprise Platforms, including Content, Asset, and Metadata Management, as well as Content Distribution.
  • Experience crafting a range of documents, from documentation/operational guides to formal announcements/release notes.
  • Energetic self-starter with a technical aptitude and a logical approach to problem solving.
  • Strong prioritization and organization skills with experience juggling time-sensitive requests from multiple business partners.
  • Demonstrate determination in finding solutions to complex puzzles.
  • Enthusiastic about helping people, solving problems, and championing products.
  • Ability to work in a fast-paced, dynamic and matrixed organization, executing on several initiatives concurrently while balancing competing priorities.

Preferred Qualifications:

  • Onsite in Glendale 2-3 days week/hybrid.
  • Flexibility as job allows due to working with teams in South America.

Required Education:

  • BS.