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