Responsibilities

• Design and own the process that turns every product release into documentation, training content, and communication that service, sales, and partners can use to deliver business and client value. We want to efficiently build product experts across the organization.
• Build the templates, playbooks, and operating rhythm the product team works from, and drive real adoption — not just documentation that sits unused.
• Look back and create a process to document the current capabilities of the existing product(s) that gets the internal team excited to learn and engage.
• Partner directly with our service and service training team to translate product content into training and knowledge to build confidence.
• Own the internal communication cadence around releases, so critical information doesn’t depend on knowing the right person to ask.
• Own the annual planning calendar, coordinating release scheduling, capacity, and priorities across product, training, and go-to-market so nothing collides.
• Instrument the team’s work: track capacity, planning time, release throughput, and how confident service and sales feel about what has shipped.
• Run regular retrospectives and feedback loops with service and, and translate the results improved tools, process and collaboration to drive better results.
• Partner with the product owner leading AI-assisted tooling to identify and reduce recurring, low-value work.
• Execute beta and soft product releases to the market to ensure we release with quality and create feedback loops.

Requirements

• Bachelor’s Degree in Product Management, Marketing, Business, or other related field.
• 12-15+ years in product operations, product implementation, program management, product servicing or a related cross-functional role, including experience building a function rather than inheriting one.
• Background in sales, implementation, service, and/or product — or a mix — with real empathy for what it takes to set those roles up for success.
• A track record of designing robust scalable process and getting people to actually adopt it, not just documenting what already exists.
• Comfortable working across product, engineering, service, and sales as a collaboration (without direct authority).
• Strong systems thinker who instinctively looks at recurring work and asks what can be templated, automated, or eliminated.
• Strong expertise in building programs that drive education and learning.
• Experience instrumenting a team’s work and using data to guide planning decisions.
• Prior leadership or management experience is welcome — this role suits someone who has led a team before and is excited to be a one-person show, building a new function from the ground up.

Preferred

• B2B SaaS experience, particularly organizations transitioning from on-premises software to cloud, is a plus.
• Hands-on experience with AI-assisted tooling for operational workflows is a plus.
• Experience in the regulated, software space, is a plus.