Product Operations Manager

📋 Description

• • Hatch is at the forefront of revolutionizing customer service with advanced AI.
• • We are seeking a dynamic and detail-oriented Product Operations Manager to serve as the critical link between our Product, Engineering, and broader company teams. This role is pivotal in enhancing the speed, clarity, and decision-making capabilities of our product development lifecycle. You will be instrumental in establishing and refining the systems, processes, and tools that transform our product development into a highly efficient and well-coordinated operation. Your responsibilities will span from meticulous release coordination and robust analytics infrastructure to the innovative implementation of AI-powered workflows, ensuring that every aspect of product delivery is optimized.
• • **Release & Launch Management:**
• • Take ownership of the complete end-to-end release process, encompassing meticulous coordination, clear communication, and diligent tracking of all rollouts. This involves ensuring that new features and updates are deployed smoothly and effectively to our users and internal stakeholders.
• • Manage and optimize feature flagging workflows, guaranteeing clean, predictable, and controlled deployments. This ensures that we can test new features safely, roll them out incrementally, and quickly revert if necessary, minimizing risk and maximizing user experience.
• • Establish and maintain comprehensive visibility into what features are being shipped, the planned timelines, and the target audiences, both internally for our teams and externally for our customers. This transparency is crucial for alignment and informed planning across the organization.
• • **Product Analytics & Instrumentation:**
• • Own, enhance, and maintain our analytics infrastructure to ensure the consistent surfacing of actionable usage data. This data is the bedrock of informed product decisions and continuous improvement.
• • Collaborate closely with Product Managers to define key metrics, implement precise feature instrumentation, and rigorously track user adoption and engagement. This ensures we are measuring what matters most and understanding how users interact with our products.
• • Build and refine intuitive dashboards and reporting mechanisms that directly inform product prioritization, measure the impact of new releases, and provide insights into user behavior. These tools will empower the product team to make data-driven decisions.
• • **Documentation & Knowledge Management:**
• • Maintain a centralized and up-to-date repository of internal product documentation, ensuring that all teams have access to current, accurate, and easily discoverable information. This reduces confusion and speeds up onboarding and day-to-day operations.
• • Coordinate the timely and accurate updates to external help centers, knowledge bases, and release notes. This ensures our customers have the information they need to effectively use our products.
• • Proactively explore and implement automation opportunities to reduce manual documentation overhead, freeing up valuable time for more strategic tasks.
• • **Process & Tooling:**
• • Standardize, streamline, and optimize product team workflows to enhance efficiency and predictability. This includes defining best practices for various stages of the product development lifecycle.
• • Manage the product technology stack, including the evaluation, implementation, and driving adoption of new tools that can improve productivity and collaboration.
• • Identify and implement opportunities to automate repetitive tasks and improve overall team efficiency, allowing the product team to focus on higher-value activities.
• • **AI Enablement & Automation:**
• • Build, maintain, and scale AI-powered workflows designed to accelerate the productivity of the product team. This involves leveraging cutting-edge AI to streamline operations.
• • Develop custom AI skills, prompts, and tooling, such as utilizing advanced models like Claude Code or internal AI assistants, to automate routine and time-consuming tasks.
• • Champion the adoption of AI tools and methodologies across the Product organization, identifying and prioritizing high-impact use cases for automation that can significantly enhance our capabilities.
• • This role offers a unique opportunity to shape the future of product operations at a rapidly growing AI company. You will have significant autonomy and the chance to build the Product Ops function from the ground up, directly impacting our ability to innovate and deliver exceptional customer experiences.