[Remote] Product Operations Manager
Note: The job is a remote job and is open to candidates in USA. ProShop ERP is a company dedicated to empowering manufacturers with innovative software solutions. They are seeking a Product Operations Manager to enhance the effectiveness of the product team by managing customer insights, analytics programs, and operational artifacts, ensuring seamless collaboration across departments.
Responsibilities
- Own the end-to-end VOC program for product: collecting, synthesizing, and distributing customer insights from NPS, support signals, sales calls, and Gong/call analysis
- Deliver actionable synthesis, not raw data to product, PMM, CX, and leadership so teams can act on what customers are saying
- Build and maintain systems and tools for routing the right insights to the right teams at the right time
- Own CAB end-to-end: recruit and manage the member list, set cadence and agenda, facilitate sessions when needed, and close the loop with participants
- Translate CAB conversations into structured input that directly informs roadmap and prioritization discussions
- Own the Early Access group. Helping recruit the right customers, coordinating with PMs on what is being tested, and managing communication cadence so participants feel valued and stay engaged
- Gather and synthesize structured feedback during access periods to support go/no-go and refinement decisions
- Own and administer Pendo as the primary product analytics tool — ensuring features, pages, and events are properly tagged and instrumentation is accurate and up to date
- Partner with Engineering and Product to audit tagging coverage, close gaps, and maintain data integrity so adoption reporting can be trusted
- Establish and enforce tagging standards and naming conventions so data is consistent across the product and over time
- Own creation and maintenance of product adoption metrics and key product KPIs including feature adoption, engagement trends, and usage patterns by customer segment
- Build and maintain the dashboards and reports that PMs and leadership rely on to understand product health and make prioritization decisions
- Connect quantitative usage data with qualitative VOC signals to surface the insights that matter most
- Work closely with PMM, CX, Sales, and Support to ensure the right product context flows to the right teams ahead of launches and updates
- Assist in writing and producing the artifacts the product team needs: such as product briefs, internal and external release notes, screenshots, demos, etc
- Own the quality and timeliness of these outputs. This is a producing role, not a delegating role
- Using AI tools daily to automate repetitive PM workflows — call transcript summarization, feedback tagging, competitive intel pulls, release note drafts, and research briefs
- Treating AI as a force multiplier for synthesis and insight, not just documentation
- Building automated processes that keep data and reporting current without manual overhead
- Continuously identifying the next workflow to accelerate and then actually building it
Skills
- 3–6 years in product management, product operations, project management or a closely related role at a B2B SaaS company
- Startup or small-team background strongly preferred — you are used to doing more with less and do not need heavy direction
- Genuinely hands-on with AI tools in your current or recent work — you use them daily to move faster, not as an experiment
- Able to identify a repetitive workflow and independently build an AI-assisted solution for it
- Experience with Pendo or a comparable product analytics platform (tagging, instrumentation, reporting)
- Strong written communication — you produce clear, crisp deliverables that do not need heavy editing
- Analytically comfortable — you can work with product usage data, build a dashboard, and tell a story from metrics
- Customer-facing confidence — you can run a CAB session, interview a customer, and synthesize what you heard
- Cross-functional savvy — you know how to work with PMM, Sales, CX, and Engineering without creating noise
- Experience in ERP, manufacturing software, or industrial SaaS is a plus but not required
Benefits
- Comprehensive Health Benefits: Enjoy coverage with extended health benefits, including health, vision, and dental care. Your well-being is our top priority!
- Generous Retirement Savings: We match your RRSP or 401(k) contribution up to a maximum, helping you build a secure financial future.
- Paid Time Off: Recharge with ample paid time off, because we believe a balanced life is a successful life.
- Competitive Compensation: Receive a salary and benefits package that reflects your experience and skills, recognizing and rewarding your value to our team.
- Dynamic & Supportive Team: Join a high-achieving, collaborative team that values invocation, supports growth, and celebrates success together.
- Remote Work: Enjoy the flexibility of remote work opportunities, while staying connected with our team. You are welcome to our Bellingham, WA office as much as you’d like.
- Winter Break: We are closed from December 25th to January 1st annually, allowing our team to enjoy the festive season with their loved ones without affecting their vacation balance.
Company Overview