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Product Operations Manager*

Operations | Mountain View, CA | Full Time, Contract, and Temporary

Job Description

Product Operations Manager 4392*

In this role, you will work alongside a great team focused on innovation through our APIs, developer platform, and partner integrations. Our developer platform enables to drive growth, engagement, and monetization globally by delivering on partnerships, in collaboration with product, engineering, business development, and other cross-functional teams. If you have a passion to make building applications on our developer platform enjoyable and have the right blend of business and technical skills, this is the career opportunity for you. 

Responsibilities:

  • Manage technical day-to-day relationship with the partner, assist with onboarding new integrations, and provide partner support
  • Be the subject matter expert for all processes & partner programs, related to partner on-boarding, support and operations
  • Monitor key metrics related to product quality and drive initiatives to achieve related goals and improve product quality
  • Review, investigate, and resolve complex technical member cases within the target SLAs with Partner Engineers or internal engineering teams
  • Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed
  • Report on escalation trends, top issues, and improvement opportunities
  • Partner with Engineering and Product Management to drive quality improvement initiatives and deliver the best member experience possible
  • Attend key stakeholder meetings to continually provide awareness of new and ongoing issues as well as quality improvement initiatives
  • Drive post-mortems to identify process gaps and take corrective actions to prevent recurrences of similar issues
  • Be the eyes and ears of the company, by collating feedback to enhance our developer experience
  • Collaborate cross-functionally to solve operational challenges that affect partner success 
  • Help scale developer support.
  • Evaluate and analyze current practices and recommend solutions for ongoing improvements to business processes
  • Drive overall support readiness for new products and features
  • Be the subject matter expert for all processes & partner programs, related to partner on-boarding, support and operations

Basic Qualifications:

  • BA/BS degree in Computer Science, Computer Engineering or related field
  • 6+ years’ experience in Technical Support, Quality Assurance, Product Operations, Product Management or related field
  • Demonstrated creative problem-solving approach and strong analytical skills
  • Comfortable with Unix with the ability to write small scripts

Preferred Qualifications:

  • Familiarity with HTML, JavaScript, SQL, AJAX, APIs, and other web development technologies
  • Familiarity with Unix and cURL
  • Programming experience is a plus, particularly Java/Python
  • Intermediate to advanced SQL, Hive and Pig knowledge and skill
  • 4 years experience working within a partner-driven service delivery model
  • Experience with one or more of the following: Enterprise Architecture, SaaS Integration, API Management, PaaS and IaaS 
  • Ability to interact with diverse groups of technical and non-technical people
  • Excellent oral and written communication skills and be able to effectively communicate complex subjects to both technical and non-technical audiences at all levels
  • Excellent analytical skills, including the ability to pull data directly, analyze large data sets, and identify business insights from data
  • Strong results-orientation and direct experience in utilizing data to identify critical trends
  • Working knowledge of other business analytics tools (e.g., Tableau and Business Objects) a plus
  • Familiarity with issue management systems such as JIRA and Bugzilla
  • Familiarity with CRM systems such as Salesforce and Zendesk

$80-$85 per Hour           Mountain View, CA 94043           6 Month Assignment