Product Operations Manager

Who are we?

Our vision is of a global community of individuals empowered to pursue the work they love. Our mission is to grow that community by transforming millions of thinkers into creators.

Since 2011, General Assembly has transformed tens of thousands of careers through pioneering, experiential education in today’s most in-demand skills. As featured in The Economist, Wired, and The New York Times, GA offers training in web development, data, design, business, and more, both online and at campuses around the world. Our global professional community boasts 40,000 full- and part-time alumni — and counting.

In addition to fostering career growth for individuals, GA helps employers cultivate top tech talent and spur innovation by transforming their teams through strategic learning. More than 21,000 employees at elite companies worldwide have honed their digital fluency with our corporate training programs. GA has also been recognized as one of Deloitte’s Technology Fast 500, and Fast Company has dubbed us leaders in World-Changing Ideas as well as the #1 Most Innovative Company in Education.

About the Role

Product Operations builds strong connective tissue between product and user-facing teams so that General Assembly can deliver more value to our users.

As a Product Operations Manager, you’ll work directly with product management, engineering, and learning design teams. You’ll be responsible for building strong connections with user-facing teams (customer support, sales, instruction, CSMs, etc.), ensuring a tight product feedback loop.

In this role you will collaborate with peers to analyze data and share insights with the broader product team. Reporting on trends and themes in feature requests, support tickets and customer feedback surveys will help drive awareness to areas we should focus on. From evangelizing our roadmap, to facilitating workshops with our stakeholders, to the evolution and documentation of our processes, you’ll become an expert on our products and what we can do to improve.

Responsibilities

• Product Feedback Loops - Design and build systems to increase stakeholder feedback. Develop intelligent tools to collect, quantify, and prioritize product-related challenges to be considered by Product and Engineering as a key input in regular planning and research cycles.
  
  
• Product Data - Partner with the Data Team to define and build tracking tools for Product teams to define their roadmaps, measure health and performance, and identify opportunities for improvement. Analyze data and surface insights to leadership to understand where we’re making bets, how projects are being executed, and where risks are surfacing.
  
  
• Product Communications - From ensuring the roadmap is visually compelling and engaging, to coaching others on release communications best practices and facilitating regular updates with stakeholders, you create and maintain information radiators for Product to keep stakeholders at all levels of the organization informed and aligned on Product goals and progress.
  
  
• Product Processes - Development and continuous improvement of minimum viable processes to support effective planning, collaboration, knowledge management, and methodological best practices across the product team.
  
  
• Product Culture - Facilitate a strong culture of trust, collaboration, and accountability where teams can work efficiently and deliver high-quality products quickly.
  
  
• Product Stack - Ensure alignment and education across Product on our tool-set and best practices.
  
  Qualifications:
  

• 2+ years of professional experience in product operations, project management or product management
  
• Previous experience managing product requirements, release deliverables, and technical documentation
  
• You enjoy digging deep into the data, analyzing user feedback and using these insights to drive product improvements
  
• You have a talent for building empathy for user problems
  
• You are an awesome project and program manager with a track record of leading and proactively managing end-to-end execution of projects/programs
  
• Previous experience working with cross-functional development teams
  
• Strong communication skills, both verbal and written, with stakeholders at all levels of the organization
  
• Strong ability to multi-task and context-switch with ease, in a fast-paced and ever-evolving organization.
  
• Previous experience with data interpretation and user research
  
  Preferred Qualifications:
  

• Previous experience working with technical teams in an agile environment
  
• Previous experience working in EdTech
• Familiar with Jira, Tableau

Remote in the following U.S. states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Kansas, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, North Carolina, New Hampshire, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Washington, Washington DC, Wisconsin, West Virginia, Vermont, Virginia