Product Operations Manager

The Product Operations Manager will play a crucial role in ensuring we can successfully test, launch and scale our products. The role will also own building support systems and tooling to maintain those products and any operations tooling we build when live. You will be responsible for managing the operational aspects of the product life cycle, from recommending what tools to use, what product improvements to make and what process and tools are required to deploy the software and scale it across thousands of restaurants with limited manual intervention. This role requires a combination of strategic thinking, product management, software operations and scaling experience.

We are looking for someone who is well-organised and excels in creating frameworks and automating routine tasks. You should have a keen understanding of how to enhance technical onboarding and error management and think about how configuration and integrations can be used to expand our product’s impact and scalability.

Requirements

What you will do:

• Build the operations function, writing standard operating procedures and playbooks for building reliable software
• Creating and implementing processes and bring in new tools as required to improve operational efficiency and scalability
• Ensure outstanding onboarding, rollout and support for customers across all products
• Write documentation for how to operate the product, and how customer teams can self-service any relevant features
• View ‘operations’ as a product, so that the engineers can build automation and remove pain points where required for non-technical colleagues
• Understand what should be done via API and what should be user driven via UI
• Define the product roadmap from an operations perspective to make the product a delight to operate and fast scaling
• Manage technical errors, categorise them and work cross functionally to ensure they are escalated and resolved – understand trends and write them up as product features, included proposed value, and ensure they are addressed
• Contribute to final user tests and apply these, to ensure our products are always working as they should. Think about testing environments and transparency of issues/bugs
• Create plans and processes for onboarding new customers, and off boarding them as required
• Write flows and diagrams for product before it goes live, and get these signed off by our customer’s support and design functions as required
• Contributing to the future of our technical and product decisions
• Working with customers to reduce pain points and enhancing their ability to operate and debug their own issues without raising to CAM
• Proactively investigate and resolve potential issues to reduce the customer pain

What you need to have to work here:

• 3+ years of professional experience working with a scaled or scaling software product
• 5+ years of professional experience of product operations, technical project management, technical product management or similar technical BA work
• An ‘operations product’ playbook – of tools/practices you can apply in the first 30 days
• Ability to take charge of your work, work autonomously and at times with some ambiguity to bring order and structure to operations and how the product is rolled out
• You need to be able to prioritise and multitask effectively
• This role requires someone who is adaptable and willing to take on new challenges
• You should be open to new ideas, and embrace a deliberate “I will level up” mindset
• Experience working in a start-up, in cross-functional teams or in early product lifecycles is a bonus — but not a must
• Confident to present ideas and rational for your ideas and proposals
• Ability to liaise with customers directly and engage external stakeholders to build better end to end customer support and experience

Benefits

💰 £60,000 – £80,000 DOE annual salary

🙏 A 5% company pension contribution

🌎 Remote with FtF at least once per quarter, but also as and when required by customers: anywhere within a 2 hour timezone of the UK

🏝 33 days annual leave – which includes 21 days annual leave, 8 public holidays (5 of which can be taken on whatever day you want), 3 days of Christmas shut down, and your Birthday off.

➕ An extra day of annual leave for each year’s service up to a maximum of 5 extra days

🌱 Quarterly company get together for planning and socialising

🙌 Bi-annual company retreat & regular get togethers

💻 M1 Macbook and anything else we agree you need to do your job effectively

🤑 Company bonus or profit share arrangement once we’re more established

📈 Equity based on seniority, role and how early you joined the company

This is an exciting opportunity to join a dynamic and growing company. We offer a competitive salary and benefits package, good holidays, fantastic ftf and remote experiences, and amazing opportunities for professional and personal growth. If you meet the above requirements and are interested in joining our team, please apply today!