Staff Product Operations Manager

Who you are

You have over 7 years of experience in Operations, Consulting, or Strategy roles, ideally at a SaaS company or a large tech organization. Your proven track record in driving cross-functional initiatives showcases your ability to collaborate effectively across different teams such as Product, Engineering, Data Science, GTM, and Support. You possess excellent communication and stakeholder management skills, enabling you to influence without authority and navigate complex organizational structures with ease.

As a strong process-oriented individual, you are a systems thinker with a bias for action. You are comfortable navigating large datasets using SQL-based tools, which allows you to derive insights and make data-driven decisions. Your experience in operational alignment and continuous improvement makes you a valuable asset in any team.

Desirable

Experience in a fast-paced environment where you have successfully led strategic initiatives to scale global operations is a plus. Familiarity with KPI frameworks and support process enhancements will further strengthen your candidacy. You thrive in roles that require you to translate operational pain points into actionable product and tooling requirements, partnering with internal tools, engineering, and analytics teams.

What you'll do

In this role, you will act as the connective tissue between Support, Product, Engineering, and Analytics to drive operational alignment and product readiness. You will lead and execute strategic initiatives aimed at scaling global Support operations, including developing coverage models and enhancing support processes. Your ability to translate operational pain points into product and tooling requirements will be crucial as you partner with internal teams to drive automation and improve triage efficiency.

You will build and maintain dashboards that measure support effectiveness, surface product-driven case trends, and track customer experience across various support channels. Supporting quarterly and annual planning cycles will be part of your responsibilities, where you will collaborate with Finance and Workforce Management on headcount, capacity modeling, and budget alignment.

Your role will also involve influencing senior stakeholders by turning support and operational insights into clear, data-driven narratives that inform product and business decisions. You will be expected to maintain a high level of collaboration across teams, ensuring that operational insights are effectively communicated and utilized in decision-making processes.

What we offer

At Databricks, you will be part of a dynamic team that values innovation and collaboration. We offer competitive compensation and benefits, along with opportunities for professional growth and development. You will have the chance to work on impactful projects that drive the success of our global support operations, contributing to the overall mission of enhancing customer experience and operational efficiency.