Field Operations Manager, Product Alignment Specialist

7 days ago

Annapolis, Maryland, United States Confluent Full time

At Confluent, we're revolutionizing the way organizations harness the power of data to innovate and thrive in the digital world. Our purpose is to create an entirely new category within data infrastructure - data streaming - and empower every organization to create experiences and use the power of data in profound ways.

As a Field Operations Manager, Product Alignment, you'll play a pivotal role in refining and operating our Field & Product interlock processes. Reporting to the Head of Customer Experience, you'll be the key representative of the Customer Solutions Group, engaging with Sales, Product, Engineering, and leadership teams to effectively represent customer needs in product planning.

Key Responsibilities:

  • Help set the rhythm and cadence of the Customer Success & Product organizations to ensure effective delivery and accountability.
  • Establish the right amount of process to drive efficiency, alignment, and continuity in a rapidly evolving environment.
  • Ensure business solutions and systems are flexible and scalable to meet organizational demands.
  • Work with Product Management and Voice of the Customer teams to capture product-related themes and patterns across multiple customers, improving inputs into product prioritization decisions.
  • Develop and lead internal communication strategy for customer-facing teams to learn about and execute on Product strategy and progress.
  • Provide input into learning and development programs for Customer Success teams, in partnership with Product Marketing and Enablement.
  • Identify opportunity areas for improvement in how CSG and Product teams operate.
  • Support and drive cross-functional initiatives on behalf of CSG to improve internal processes and operations between CSG, Product, and Engineering.
  • Present high-impact programs and results to senior-level management and C-level audiences.
  • Collaborate with CSG leaders and stakeholders to support initiatives defining and prioritizing product requirements, features, and enhancements.
  • Establish KPIs and success measures related to the effectiveness of our Field & Product interlock processes.
  • Build trust with leaders and teams across the Field and Product organizations.

Requirements:

  • 5+ years successfully leading and delivering highly-visible strategic programs in cross-functional work environments.
  • Strong commercial know-how, including translating technical requirements to commercial implications.
  • High interest and motivation in Software as a Service (SaaS) operations, technologies, and business model, especially consumption-based models.
  • Ability to grasp concepts at a strategic level and roll up the sleeves to do the work, easily shifting between contexts.
  • Strong organizational and prioritization skills with the ability to manage/drive multiple projects simultaneously.
  • Demonstrated communication and presentation skills with the ability to communicate effectively to executives, management, and teams in one-on-one and group settings.
  • Knowledge of the product development lifecycle and software development lifecycle with a heavy emphasis on customer support and adoption.
  • Experience in sales engineering, technical account management, or product management is a plus.
  • Experience with JIRA, Jira Align, & Confluence, as well as other roadmap and project management productivity tools, is a plus.
  • Open, growth mindset with a high degree of self-motivation, fostered in a fast-paced, high-growth, dynamic environment.
  • Bachelor's degree or equivalent work experience.

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