TrueContext, formerly ProntoForms Benefits Overview

The Product Operations Analyst will manage product data, dashboards, reporting, customer feedback synthesis, roadmap and OKR processes, launch coordination, product tooling, experiments, and internal communications. The role partners with product managers and cross-functional teams to improve decision-making, streamline processes, measure product outcomes, and support planning and launch cycles. This is a remote U.S. position with occasional travel to Ottawa, Canada.

Own product data, dashboards, feedback systems, planning operations, launch coordination, tooling, experimentation, and internal communications. Partner with product managers and cross-functional teams to improve decision-making, maintain product metrics, coordinate roadmap and release processes, synthesize customer insights, and automate repetitive workflows. Success includes managing reporting cadences, improving processes, and running launch or planning cycles.

Provide end-to-end technical support for SaaS customers by diagnosing form, data, API, integration, and mobile issues. Reproduce problems, explain configuration fixes, document bugs for Engineering, manage escalations and incidents, and maintain accurate ticket records. Create help articles and runbooks, identify recurring support trends, and share customer insights with Customer Success, Account Management, and Product. The role requires hybrid Ottawa work, a late shift, occasional weekend coverage, and shared on-call support.