Staff Product Operations Manager
DataBricksMountain View, CA
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Job Description
RDQ426R345
Key Responsibilities:
- Act as the connective tissue between Support, Product, Engineering, and Analytics to drive operational alignment, product readiness, and continuous improvement across support workflows.
- Lead and execute strategic initiatives to scale global Support operations, including coverage models, KPI frameworks, and support process enhancements.
- Translate operational pain points into product and tooling requirements-partnering with internal tools, engineering, and analytics teams to drive automation, triage efficiency, and AI assistant improvements.
- Build and maintain dashboards that measure support effectiveness, surface product-driven case trends, and track customer experience across support channels.
- Support quarterly and annual planning cycles, including headcount, capacity modeling, and budget alignment in partnership with Finance and Workforce Management.
- Influence senior stakeholders by turning support and operational insights into clear, data-driven narratives that inform product and business decisions.
What We Look For:
- 7+ years of experience in Operations, Consulting or Strategy roles, ideally at a SaaS company or large tech company
- Proven track record driving cross-functional initiatives and collaborating across different organizations such as Product, Engineering, Data Science, GTM, and Support teams
- Excellent communication and stakeholder management skills, with an ability to influence without authority
- Strong process-orientation and systems thinker with bias for action
- Comfort navigating large datasets using SQL-based tools and delivering dashboards and BI visualizations
- Ability to translate complex data into actionable insights, the communicate and action those insights
- Experience working in a high-growth, fast-paced environment and managing multiple priorities
Nice to Have:
- Familiarity with Databricks tools, especially for extract/transform/load functions
- Experience working on Support Operations for SaaS based companies.
- Familiarity with tools like Salesforce, Zendesk, Jira, Looker/Tableau, and operational workflows
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Submit 10x as many applications with less effort than one manual application.