Product Operations Manager - Voice of the Customer
Product Operations Manager - Voice of the Customer
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Job Description
Who we are
Who you are:
We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Product Operations Manager - Voice of the Customer who will be responsible for enabling our Product Management and Customer teams to deliver amazing products at scale by driving a strong Voice of the Customer program that brings actionable insights into every stage of the product lifecycle. If you love technology and are keen to join an industry leader we would love to hear from you!
What youll do:
As a Product Operations Manager Voice of the Customer you will lead the strategy and execution of Geotabs end-to-end Voice of the Customer program. Your focus will be on designing scalable feedback systems synthesizing insights and embedding customer perspectives into product planning and delivery. You will enable the Product Management and Customer-facing teams to act on feedback more effectively driving improvements that align with both user needs and business priorities.
You will also contribute to broader Product Operations initiativesstreamlining processes supporting roadmap execution and driving operational excellence across the product lifecycle. This includes facilitating cross-functional collaboration optimizing tooling and feedback channels and participating in internal product enablement activities. To succeed in this role youll be a strong communicator a self-starter with analytical thinking and a skilled collaborator. Youll have the ability to manage multiple priorities deliver programs from concept to execution and influence decision-making through well-crafted insights.
How youll make an impact:
- Streamline and optimize critical and routine tasks and processes within the Product Management team.
- Manage internal team documentation related to product and development processes guidelines resources and content including Product RACI.
- Collaborate with delivery design and engineering teams to identify and resolve areas of friction in the product life cycle.
- Oversee Product Management onboarding and professional development to ensure new members quickly contribute value to the organization.
- Facilitate the dissemination of new feature information to internal teams and the wider market by providing details on the why and benefits of work completed.
- Collaborate with support and sales to enhance the customer experience and integrate feedback into planning.
- Establish and maintain a product management communication channel within Geotab and the Product Management team.
- Develop systems and processes for qualitative and quantitative evidence collection fostering a data-informed culture.
- Define track and analyze key product metrics including NPS North Star Metrics and user behavior data and share insights with the product team.
- Execute VOC studies and surveys such as NPS and CSAT and perform analysis for product and other organizational teams.
- Strategize design and execute a digital adoption program for new and existing features to achieve feature goals.
- Manage the product management tech stack and document best practices in the product management playbook.
- Develop and deliver training on product management practices processes tools and systems.
- Support and promote the usage of product tools like Google Analytics and WalkMe to draw insights and trends for the product leadership team.
- Coordinate key events including roadmap sharing product board reviews Product Community of Practice and strategic planning meetings.
- Coordinate the release of new product features working closely with the engineering team to ensure on-time delivery and quality standards.
- Support the development of an efficient product planning process that creates an achievable and measurable product roadmap while holding teams accountable for delivery.
What youll bring to the role:
- 3-5 years of experience in relevant role.
- Experience working with customer feedback via surveys interviews NPS support tickets and other research methods.
- Strong analytical skills and comfort using tools like Google BigQuery Superset or other analytics platforms to turn data into insights.
- Proven ability to work across strategy and execution moving between high-level planning and detail-oriented tasks.
- Familiarity with roadmapping or task management tools (e.g. Jira Productboard Aha!).
- Excellent verbal and written communication skills; comfortable facilitating discussions and presenting to cross-functional teams.
- Strategic mindset with the ability to manage priorities influence stakeholders and drive initiatives to completion.
- Comfortable with ambiguity and adaptable to change in a fast-paced SaaS environment.
- Post-secondary education in Business Engineering Computer Science or a related fieldor equivalent work experience.
- Experience and confidence in facilitating as well as presenting at meetings and presentations with large audiences (could even be a company wide town hall).
- Experience and confidence in working with all levels of the business - from c-suite to individual contributor (IC) level. Not afraid to make suggestions to articulate your point of contention or roll out net-positive changes that might not please everyone every time.
- Entrepreneurial mindset and comfortable in a flat organization.
Why job seekers choose Geotab
Flex working arrangements
Home office reimbursement program
Baby bonus & parental leave top up program
Online learning and networking opportunities
Electric vehicle purchase incentive program
Competitive medical and dental benefits
Retirement savings program
*The above are offered to full-time permanent employees only
How we work
Required Experience:
Manager
Employment Type
Full Time
