We believe that a great customer experience starts with people.

Playvox’s category-defining Workforce Optimization platform is delighting customers and our team is growing. We are hiring an organized and experienced Product Operations Manager to help lead our next chapter of growth.

Playvox helps companies deliver a better customer experience through their contact center teams, be they centrally located, remote employees, distributed across the globe or a combination of all three. With Playvox’s innovative enterprise-class solutions our clients systematically improve the customer and agent experiences by making sure that the best staffing schedules are deployed, assessing each type of interaction to ensure quality standards are met, training on new features, coaching against gaps, and by motivating agents, all on one platform.

Playvox is a well-funded, high-growth company deployed in leading brand companies globally. Our partners include Zendesk, Salesforce, Freshdesk, Intercom, among others. We are transforming the way companies of all sizes manage quality practices to deliver exceptional customer service.

This Role:

This is a role for someone who thrives in a world of process, data and organization, so the team has all they need to move faster. You are a cross-functional communicator and collaborator—scrappy, analytical, outcome-focused and detail-oriented, but born for speed. As with other operations roles, the goal is to support a particular team (in this case, the product team) and make it more efficient by streamlining processes and managing data and technology. This may include streamlining communication within the product team and with other parts of the company, standardizing planning and other processes, managing the tools used by product management, creating executive presentations, tracking KPIs, and putting together onboarding and training programs, best practices and support resources.

Responsibilities:

  • Understand, lead and drive the gathering and analysis of data, in partnership with finance, for use by product management and product marketing, including reporting and recommendations based on that data.
  • Partner closely with product managers, product marketing, and leadership to determine what common processes and tools can be leveraged across the Playvox product organization and ensure optimal adoption and leverage of those tools. Manage relationship with tool providers / vendors.
  • Implement and gain agile product management best practices and efficiencies.
  • Serve as a key contributor to product strategy in functions such as innovation, automation, operations, cost efficiencies, and scalability.
  • Develop a shared vision of operational processes that align with marketing, product, engineering, customer success and sales needs.
  • Summarize and report on trends and themes in feature requests, support tickets and churn reasons
  • Create and deliver executive level presentations/communications to Senior Leadership Teams

Interact and develop successful relationships with key internal and external constituents.

Requirements:

  • 2+ years of industry experience in an operational role and/or 2+ years in a top tier consulting firm.
  • An undergraduate from a top university in an analytics heavy major (e.g., Engineering or Economics) and/or a graduate degree from a top university in Engineering, Economics, or Business.
  • Experience leading and influencing without authority.
  • An entrepreneurial mindset that balances creative problem solving with the desire to clear all obstacles to deliver outcomes.
  • Analytical, planning, and process building capability.
  • Ability to function in a lean product org structure at a fast pace.
  • Experience in the creation of executive level presentations and analytics.
  • Excellent communication, presentation, and writing skills
  • Strong interpersonal and communication skills
  • Successful completion of background and reference checks

Preferred:

  • Spanish / English bilingual communicator
  • Project Management process certification or training
  • Familiarity with Agile product management processes
  • BtoB SaaS company experience
  • Data visualization and analysis experience

Playvox embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. If there is anything we can do to create a more comfortable interview experience for you, please let us know.