Product Operations Manager

Role Overview

We’re not looking for a manager who sits in meetings. We’re looking for a Product Operations Manager who makes things happen.

You’ll be the connective tissue between our engineering teams, product roadmap, and operational delivery — the person who sees the chaos, cuts through it, and gets things shipped. You’ll report directly to the CEO, own key areas of the product roadmap, and be the force multiplier that keeps development moving when it wants to stall. Blockers get removed. Integrations get orchestrated. Team leads get unblocked. Tickets move from “to do” to “done.” This is not a clipboard-and-status-update role. You’ll be in the weeds on technical challenges, in the room on product decisions, and expected to turn business needs into engineering outcomes — fast.

Key Responsibilities

Problem Solving, Troubleshooting & Unblocking

Serve as the primary escalation point for technical blockers — diagnose root causes quickly and drive resolution with urgency. Your main responsibility is to get projects over the finish line – from 90 to 100%.

Apply structured problem-solving approaches (root cause analysis, 5-whys, incident post-mortems) to recurring issues across development and operations

Proactively identify risks and dependencies before they become blockers — not just reactive firefighting, but systematic prevention

Troubleshoot integration failures, environmental issues, and cross-team dependency conflicts to keep engineering velocity high

Own the day-to-day operational health of Front End and Back End engineering teams

Team Leadership

Hold team leads accountable to sprint commitments and release deadlines — tracking delivery metrics and addressing consistent slippage directly

Intervene alongside Team Leads to help developers that are off track on their goals or ship targets

Participate in engineering standups, sprint reviews, and retrospectives in collaboration with team leads

Mentor and develop team leads — setting clear expectations, providing feedback, and supporting their growth

Manage capacity planning and resource allocation across development squads

Coordinate with the Customer Onboarding and Support/DevOps teams to ensure smooth release cycles and production stability

Product Management Contribution

Translate customer feedback, support escalations, and business requirements into actionable engineering tickets

Partner with onboarding and support teams to validate that shipped features meet customer expectations

Requirements

Project Management

Plan, track, and deliver engineering workstreams using Agile/Scrum — managing sprints, backlogs, and release schedules

Own delivery accountability — set realistic timelines with team leads, track progress against commitments, and proactively surface risks before deadlines are missed

Establish and enforce a culture of delivery — teams are expected to hit their commitments, and this role is responsible for making that happen

Create and maintain project plans, timelines, and status reports that keep stakeholders aligned without micromanaging teams

Conduct regular deadline reviews with team leads — identifying slippage early and driving corrective action, scope adjustments, or resource reallocation as needed

Coordinate cross-functional dependencies across development, onboarding, and support to ensure on-time delivery

Manage risk registers and escalation paths — knowing when to flag issues and when to resolve them independently

Proficiency with project management tools such as ClickUp, Jira, or equivalent

Experience

5–8 years of progressive experience in a technical operations, engineering management, or senior developer role

Proven track record in a SaaS or B2B software environment, preferably at a startup or high-growth company

Experience in healthcare IT or pharmacy technology is a strong advantage

Technical Skills

Solid experience with API integrations and middleware architecture — you know how systems talk to each other

Hands-on proficiency with SQL and relational database management (SQL Server, SQL Anywhere, or similar)

Working knowledge of CI/CD pipelines and DevOps tooling (GitHub Actions, Azure DevOps, or equivalent)

Familiarity with project management methodologies (Agile/Scrum) and tools (ClickUp, Jira, or similar)

Ability to read and contribute to code reviews — you don't need to build features solo, but you need to understand what your team is building

Leadership & Soft Skills

Demonstrated ability to manage and develop engineering team leads

Comfortable operating in fast-paced, ambiguous environments with shifting priorities

Experience coordinating across international teams and time zones

Strong written and verbal communication skills in English; Spanish proficiency is a significant plus

Highly organized, with a bias toward documentation and process clarity