Manager, Product Operations
ClickUp is the world's only all-in-one productivity platform that flexes to the way people want to work. It replaces all individual workplace productivity tools with a single, unified platform including project management, document collaboration, spreadsheets, chat, goals, and more. On a mission to make the world more productive, ClickUp is headquartered in San Diego and scaling remotely and internationally. As one of the fastest-growing SaaS companies in the world, ClickUp helps millions of users to be more productive and save at least one day every week .🦄
This role truly is an unprecedented opportunity to have an immense impact and lead exponential growth into the next chapter for ClickUp. You’ll be partnering with cross-functional stakeholders from product, operations and support, sales, and marketing every day to improve our product and fulfill our one and only mission of making the world more productive.
Our product is pretty unique in the sense that it’s highly customizable and is the first of its kind that works for everyone—from families to Fortune 500 companies—and the product team needs to understand all of these segments to ensure we continue to be that as we add more features to our ecosystem.
The Product Operations team is embedded with product and engineering to ensure we have the right understanding of our user needs and that every user interaction works well. ClickUp places customers as our absolute foremost priority and you will be at the forefront of that effort on the product team by owning the operational management and analysis of user feedback from identification to resolution. This includes the triage of product defects and feature requests from our feedback boards, surfacing the most important customer issues to product, and being the expert on the voice of the customer internally.
You’ll never see another product team like ours - we literally ship a new version of ClickUp every single week.
The Role:
- Directly manage a team of Product Operations Analysts.
- Be the primary point of contact for various go to market teams (support leadership, sales and solutions, product marketing) as the product roadmap subject matter expert for the teams you support.
- Create and optimize systems to collect, aggregate and analyze user feedback across all user segments using internal tools, customer surveys, and queries of all available data sources and surface actionable insights for Product.
- Understand and communicate all upcoming product features and user experience changes to key stakeholders like Operations, Marketing, and Knowledge Management.
- Work with product, operations, marketing, and engineering teams to influence and shape the product strategy and roadmap, drive change for key issues, and prioritize product change requests based on issue volume, users impacted, revenue impact, and other relevant metrics.
- Collaborate with Product Managers and Engineering managers to ensure timely releases.
- Provide motivational leadership to your team and enhance a strong culture of trust and commitment to impact.
- Create structure for your team to solve ambiguous business problems and partner with cross-functional teams to resolve user experience issues and deliver against shared product outcomes.
- Shape actionable recommendations about complex issues critically and concisely.
- Be prepared to directly manage large projects and coordinate across stakeholders as needed to ensure the right resourcing, execution and communications are in place to deliver meaningful results.
- Initiate and drive internal initiatives/results that up-level the Product Operations organization’s processes, technology, and ability to deliver a best-in-class customer experience.
Qualifications:
- 4+ years experience in one or more of the following areas: Product Management, Product Operations.
- Management, Management Consulting, Strategy, Program Management, Customer Experience, or equivalent Voice of Customer role.
- Experience with data analysis and data visualization programs (Excel, Tableau, Looker or similar).
- Experience driving complex projects or programs with several competing stakeholders, ideally in a software development and/or software launch readiness role.
- Experience in gathering business insights and identifying trends from data, including a combination of data from multiple sources.
- Experience influencing stakeholders with data.
- Experience synthesizing and presenting complex information to senior leadership in writing and verbally.
- Ability to work with ambiguity and be flexible/nimble.
- Strong organizational skills and attention to detail.
- Cross functional collaboration and negotiation skills
ClickUp was founded on a culture of hard work, consistent growth, and a desire to break norms. We’re a values-driven company and hire based on ambition, merit, and a willingness to do what it takes to succeed. We don’t care where you’re from, what you look like, or who you’re in a relationship with—we hire the best people for the job, and create an environment that supports employees on their journey to do the most exciting work of their lives! ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.