Product Operations Specialist
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Job Description
Product operations specialist streamlining releases, localization, documentation and enablement for FranklinCovey’s leadership platform. Improving workflows with AI across customer-facing and internal product operations.
Responsibilities:
- Support the monthly release cycle end to end, including the calendar, internal and external release notes, publication and partner communications
- Uphold the launch readiness standard so support, customer success and field teams are prepared before releases ship
- Coordinate course and content launches with the Content team, including readiness checks and help content
- Track post-launch follow-through, confirm what shipped, capture outcomes and route follow-ups
- Administer localization workflows, including translation platform administration, string approvals, translator onboarding and release timing across languages
- Coordinate localized launches and announcements
- Maintain the shared cross-team issue board through first review, prioritization, routing, investigation notes, escalation and board-health management
- Contribute to customer-facing and internal product documentation; publish help articles ahead of launch and retire stale content
- Serve as a first line of contact for support and customer success questions
- Participate in recurring partner forums across support, customer success, sales, marketing, consultant and international administrator groups
- Manage launch communications and question routing, turning recurring answers into documentation
- Facilitate pre-launch enablement through sessions, walkthroughs and reference materials
- Keep demonstration and training environments current and reliable
- Contribute to product operations planning by proposing initiatives, documenting commitments, maintaining the portfolio and reporting progress
- Support portfolio and backlog hygiene across product work-management tools
- Establish and track operating metrics, maintain baseline data and summarize realized impact
- Identify time-consuming processes, propose improvements and support implementation
- Apply AI to routine work such as triage assistance, release-note and help-article drafts and recurring reporting; measure and report savings
- Work daily with customer support, customer success, sales, marketing, content and localization teams
- Report to the Senior Product Manager
Requirements:
- Bachelor's degree or equivalent practical experience
- 2+ years in product operations, product support, release or program management, or a comparable cross-functional operations role in a software or platform organization
- Experience writing customer-facing product documentation such as release notes or knowledge base articles
- Ownership of a recurring release or launch process spanning multiple teams, including its communications
- Fluency with product and work-management tooling (Asana, Jira, Zendesk, ProductBoard or equivalents)
- Hands-on use of AI tools to automate recurring operational work, and judgment about what should not be automated
- Localization or translation management (Transifex, Smartling, Phrase or equivalent)
- Experience in a SaaS or platform company serving enterprise customers
- Coordination-level experience with enterprise integrations such as HRIS, single sign-on or SCORM
- Experience standing up a product operations function, or a new operational process, from scratch
- Reporting and dashboard tools
- Coaching teammates without formal management authority
- Clear written and verbal communication with technical and non-technical audiences
Benefits:
- Medical insurance
- Dental insurance
- Vision insurance
- HSA
- Employee stock purchasing program
- 401(k)
- Paid time off
- Holiday pay
- Occasional team or on-site planning travel (<10%)
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