ProShop ERP

Product Operations

• Voice of Customer — Product
• 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
• Customer Advisory Board (CAB)
• 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
• Early Access Program
• 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
• Product Analytics & KPI Reporting
• 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
• Go-to-Market Readiness & Artifact Creation
• 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
• How We Work (AI-First Product Operations):
• We operate as an AI-first product organization. That means:
• 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
• We are not layering AI onto old workflows, we are redesigning how product work gets done.

Product Operations Manager

Product Marketing

• Onboarding & Ramp Acceleration: Own the end-to-end onboarding journey for BDRs, AEs, CSMs, and RevOps hires, with explicit ramp milestones and measurable graduation criteria.
• Design and deliver structured, role-specific onboarding programs in partnership with Sales Leadership, Product, and Marketing to ensure new hires get timely product, messaging, and process training.
• Run certification checkpoints that gate reps into live pipeline only when they've demonstrated competency, not just attendance.
• Continuously analyze ramp data to identify where new hires get stuck and remove those bottlenecks.
• Ongoing Training & Productivity: Partner with Sales Leadership to define competencies by role and segment, then build recurring training and coaching programs targeted at the skills that correlate with quota attainment, including discovery, objection handling, ERP product depth, value-based selling, and expansion motions.
• Coordinate internal certifications and progression programs to develop a continuous learning culture.
• Coach managers on how to lead with enablement in mind and support their team's development.
• Collaborate with Customer Success to ensure consistent messaging and lifecycle engagement across the full customer journey.
• Process, Playbooks & Tooling in Service of Productivity: Own the playbooks, SOPs, and CRM/tooling workflows that reps actually use day-to-day.
• Keep them tight, current, and easy to find. Sunset what isn't being used.
• Lead enablement initiatives around major operational or platform changes (CRM, AI tooling, pricing, packaging, product releases) and reinforce wins and process changes through lightweight, ad-hoc communications when there's a meaningful change to land.
• Partner with stakeholders across departments to ensure new processes are fully adopted and consistently applied.
• Measurement & Optimization: Define and track success metrics for enablement programs, including time-to-productivity, quota attainment and sales velocity, expansion revenue influenced, adoption of processes and tools, and content engagement and influence on closed-won revenue.
• Report on enablement effectiveness to GTM leadership and continuously iterate based on feedback and outcomes.

Product Operations Manager

Go-to-Market Enablement Manager