Senior Product Operations Manager
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Job Description
Senior Product Operations Manager managing critical incidents and coordinating operational practices at CivicPlus. Driving improvements in product and technology teams to enhance service reliability.
Responsibilities:
- Lead coordination of critical incidents across Product and Technology, ensuring effective triage, escalation, and communication to restore services in alignment with severity models and response expectations.
- Manage end-to-end incident workflows from intake through resolution, including security risk assessment, cross-team coordination, and escalation to Security when needed.
- Facilitate post-incident reviews and root cause analyses (RCAs), documenting findings, tracking action items, and addressing recurring or systemic issues to reduce incident recurrence.
- Serve as the central operational point during high-priority incidents, maintaining situational awareness and providing clear updates to technical teams, business stakeholders, and leadership.
- Maintain and improve incident response processes, tooling, dashboards, and documentation to support consistent execution, operational readiness, and team onboarding.
- Partner with Product, Engineering, SRE, Security, and Product Operations leadership to strengthen operational resilience, reliability, and continuous improvement.
- Participate in on-call incident response coverage and other duties as assigned.
Requirements:
- Bachelor’s degree in Business, Product Management, Operations, Technology, or equivalent practical work experience
- Agile or PMP certification preferred
- 5–8+ years of experience in product operations, technology operations, delivery operations, engineering operations, or a closely related role
- Proven experience operating in cross-functional SaaS environments, partnering with Product, Engineering, SRE, Security, Support, and other technical teams
- Demonstrated experience coordinating incident response and working directly with technical teams, with strong understanding of production incidents and operational failure modes
- Experience operating in agile delivery environments; prior experience as a Product Owner, Technical Program Manager, Engineering Operations, or similar role preferred
- Demonstrated ability to execute and reinforce operational processes and drive disciplined follow-through in time-sensitive situations
- Strong critical thinking and problem-solving skills, with the ability to assess risk, synthesize information quickly, and recommend appropriate actions under pressure
- Strong written and verbal communication skills, including experience communicating clearly with senior leaders during incidents
- Ability to work independently and collaboratively in fast-paced, high-ambiguity environments
- Direct experience supporting Atlassian tools including Jira, Jira Product Discovery, and Confluence; experience with incident management, monitoring, or analytics tools preferred
- Strong proficiency with project management and data analysis tools
- Advanced proficiency with Microsoft PowerPoint and Excel for operational reporting and executive-ready communication.
Benefits:
- Comprehensive health insurance
- Dental insurance
- Vision insurance
- Flexible Time Off
- 401(k) plan
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