Fast Facts
The Product Operations Specialist at StrongMind is responsible for enhancing product operations and supporting customer experience through effective management of system integrations and operational tasks.
Responsibilities: Key responsibilities include managing customer support tickets, overseeing feature requests, supporting customer success teams, leading school set-ups, and monitoring release schedules.
Skills: Proven track record in high growth environments, experience in SaaS product support, organizational skills, and proficiency in CRM, JIRA, and various LMS platforms.
Qualifications: Bachelor's degree in business administration, sales, or marketing, along with 3 years of experience in a relevant space.
Location: This position is based in Chandler, Arizona, United States, and may require remote work as the primary location.
Compensation: Not provided by employer. Typical compensation ranges for this position are between $55,000 - $75,000.
The Product Operations Specialist at StrongMind plays a pivotal role in streamlining product operations, ensuring seamless system integrations, and maintaining high-quality customer and product support processes. This role manages a variety of key operational tasks, including school set-ups, support ticket and feature request oversight, and customer success support. As a liaison across teams, the Product Operations Specialist ensures processes and systems work efficiently to deliver exceptional experiences for customers and internal stakeholders.
Primary Duties and Responsibilities:
- Support and Feature Request Oversight:
- Manage customer support tickets that are triaged to Product, ensuring the correct team is assigned, monitoring progress, and ensuring timely and effective resolution of issues.
- Oversee feature requests to capture, manage, and document customer feedback, ensuring all requests are properly tracked in internal systems.
- Customer Success Support:Support Customer Success Managers by collecting and organizing information to facilitate accurate usage data, self-reports, and billing inquiries, ensuring smooth and efficient customer interactions.
- Provide guidance and act as a liaison between third-party vendors and customers, facilitating clear communication and efficient problem resolution.
- Collaborate with internal stakeholders or third parties to gather feedback and provide accurate information to Customer Success Managers for resolving complex customer queries related to integrations and system usage.
- School Set-ups & System Integrations:Lead school set-up processes in SMC, LMS, SIS, and other platforms, ensuring smooth onboarding and configuration.
- Collaborate with internal teams to validate and maintain updated keys, secrets, and mapping configurations across systems.
- Act as the primary contact for system integrations, facilitating efficient communication and support.
- Release Management:Oversee release schedules and communications, ensuring all stakeholders are informed and prepared for upcoming updates.
- Monitor post-release performance, identifying any issues and facilitating quick resolutions.
- Help create and maintain knowledge base articles to ensure stakeholders have access to up-to-date, accurate product information.
Company-wide skills, abilities and expectations:
- Communicate clearly and professionally in both written and verbal form
- Maintain a high level of customer service with both internal and external stakeholders
- Maintain a professional code of conduct, including professional language, actions, and attire
- Maintain confidentiality of matters pertaining to clients and co-workers
- Acknowledge and accept direction from company leadership
- Demonstrate willingness and desire to work and collaborate with clients, co-workers, and the general public
- Prioritize work and handle multiple tasks while working independently
- Remain organized and plan well
- Work well under pressure, pay attention to detail, meet deadlines and deal with demanding situations while maintaining composure, professionalism, and a positive attitude.
- Examine data analytically, showing excellent reasoning and problem-solving skills as it relates to continuous improvement
- Commit to professional and personal growth
- Embrace a culturally diverse environment while working from a remote location
- Know and be proficient in Microsoft Office programs
- Adapt to change while conveying professionalism
- Work under pressure; pay attention to detail; meet deadlines; deal with difficult individuals while maintaining composure and professionalism
- Meet quantitative and qualitative performance expectations and requirements
Specific Job Skills/Abilities:
- Must have proven track record of getting things done in a high growth environment.
- 3 years’ experience in SaaS product support preferred experience in the K-12 education space.
- Knowledge of CRM, JIRA software.
- Knowledge of multiple LMS including Canvas, Schoology, Buzz.
- Organizational and time-management skills.
- Enthusiastic and passionate.
Education/Training:
BS or BA in business administration, sales or marketing or equivalent experience
Environmental Conditions: In Office
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.
The company will provide equal consideration to all qualified applicants for employment without regard of race, religion, color, sex, gender, national origin, age, veteran status, marital status, or disability protected by law.
