Product Operations Lead, Core Experience

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What You'll Do

• Manage and optimize operational processes related to downstream and upstream Communication platforms, products and services 
• Own and enhance KPI monitoring, data integrity, and reporting to ensure services meet performance benchmarks 
• Lead proactive evaluation of KPI trends and impact 
• Develop and maintain vendor and Product support dashboards that report on the health of the business to surface actionable trends and insights to our internal teams and cross-functional partners 
• Collaborate with product, engineering, and customer support teams to diagnose and resolve operational issues 
• Build scalable workflows to address recurring operational needs, improving efficiency and reliability 
• Act as the primary point of contact for third-party vendors and monitor service agreements for reliability and cost-effectiveness 
• Coordinate cross-functional responses to critical incidents affecting core services 
• Provide input on operational tooling and dashboards to improve visibility into service health and usage metrics 
• Lead initiatives to identify cost-saving opportunities across the operational ecosystem 

Who You Are

• 5+ years in product operations, product management, or a related field 
• A proven problem-solver with a customer-first mentality and a knack for process improvement 
• A collaborative partner who can bridge gaps between technical and non-technical stakeholders 
• Detail-oriented with a focus on identifying and mitigating risks before they escalate 
• Familiar with telecom-related services, such as STIR/SHAKEN, CNAM lookups, or SIP trunk optimization, is a plus
• Excellent at data analysis and interpretation, bonus points for with experience in using tools like SQL, Redash, or Kibana