Director, Product Operations

The Director, Product Operations will manage all product incidents and provide support related to Network Products. The role bridges technical teams, product management, and customer support to ensure timely communication, root cause analysis, and continuous improvement of incident processes.

Requirements

• Act as the primary point of contact during product incidents, coordinating cross-functional teams to drive swift resolution.
• Monitor product performance and proactively identify potential issues before they escalate.
• Lead incident triage, prioritization, and escalation according to defined SLAs.
• Maintain accurate and detailed incident records.
• Communicate incident status, impact, and resolution updates to stakeholders.
• Conduct post-incident reviews, document root causes, and recommend preventive measures.
• Collaborate with engineering, QA, and product teams to improve product stability and resilience.
• Develop and refine incident management processes, playbooks, and reporting metrics.
• Automation and AI Integration: Simplifying tasks and processes through programming and AI tools.
• Data visualization by turning results into clear reports, dashboards, and visualizations that make insights easy to understand.
• Communication and collaboration by working closely with different teams to make sure data-driven insights are put into action.
• Identifying and integrating new datasets to enhance product capabilities.

Benefits

• Insurance (including medical, prescription drug, dental, vision, disability, life insurance)
• Flexible spending account and health savings account
• Paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
• 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire
• 10 annual paid U.S. observed holidays
• 401k with a best-in-class company match
• Deferred compensation for eligible roles
• Fitness reimbursement or on-site fitness facilities
• Eligibility for tuition reimbursement