[Remote] Product Operations Manager

Note: The job is a remote job and is open to candidates in USA. ProShop ERP is a company dedicated to empowering manufacturers with innovative software solutions. They are seeking a Product Operations Manager to enhance the effectiveness of the product team by managing customer insights, analytics programs, and operational artifacts, ensuring seamless collaboration across departments.ResponsibilitiesOwn the end-to-end VOC program for product: collecting, synthesizing, and distributing customer insights from NPS, support signals, sales calls, and Gong/call analysisDeliver actionable synthesis, not raw data to product, PMM, CX, and leadership so teams can act on what customers are sayingBuild and maintain systems and tools for routing the right insights to the right teams at the right timeOwn CAB end-to-end: recruit and manage the member list, set cadence and agenda, facilitate sessions when needed, and close the loop with participantsTranslate CAB conversations into structured input that directly informs roadmap and prioritization discussionsOwn the Early Access group. Helping recruit the right customers, coordinating with PMs on what is being tested, and managing communication cadence so participants feel valued and stay engagedGather and synthesize structured feedback during access periods to support go/no-go and refinement decisionsOwn and administer Pendo as the primary product analytics tool — ensuring features, pages, and events are properly tagged and instrumentation is accurate and up to datePartner with Engineering and Product to audit tagging coverage, close gaps, and maintain data integrity so adoption reporting can be trustedEstablish and enforce tagging standards and naming conventions so data is consistent across the product and over timeOwn creation and maintenance of product adoption metrics and key product KPIs including feature adoption, engagement trends, and usage patterns by customer segmentBuild and maintain the dashboards and reports that PMs and leadership rely on to understand product health and make prioritization decisionsConnect quantitative usage data with qualitative VOC signals to surface the insights that matter mostWork closely with PMM, CX, Sales, and Support to ensure the right product context flows to the right teams ahead of launches and updatesAssist in writing and producing the artifacts the product team needs: such as product briefs, internal and external release notes, screenshots, demos, etcOwn the quality and timeliness of these outputs. This is a producing role, not a delegating roleUsing AI tools daily to automate repetitive PM workflows — call transcript summarization, feedback tagging, competitive intel pulls, release note drafts, and research briefsTreating AI as a force multiplier for synthesis and insight, not just documentationBuilding automated processes that keep data and reporting current without manual overheadContinuously identifying the next workflow to accelerate and then actually building itSkills3–6 years in product management, product operations, project management or a closely related role at a B2B SaaS companyStartup or small-team background strongly preferred — you are used to doing more with less and do not need heavy directionGenuinely hands-on with AI tools in your current or recent work — you use them daily to move faster, not as an experimentAble to identify a repetitive workflow and independently build an AI-assisted solution for itExperience with Pendo or a comparable product analytics platform (tagging, instrumentation, reporting)Strong written communication — you produce clear, crisp deliverables that do not need heavy editingAnalytically comfortable — you can work with product usage data, build a dashboard, and tell a story from metricsCustomer-facing confidence — you can run a CAB session, interview a customer, and synthesize what you heardCross-functional savvy — you know how to work with PMM, Sales, CX, and Engineering without creating noiseExperience in ERP, manufacturing software, or industrial SaaS is a plus but not requiredBenefitsComprehensive Health Benefits: Enjoy coverage with extended health benefits, including health, vision, and dental care. Your well-being is our top priority!Generous Retirement Savings: We match your RRSP or 401(k) contribution up to a maximum, helping you build a secure financial future.Paid Time Off: Recharge with ample paid time off, because we believe a balanced life is a successful life.Competitive Compensation: Receive a salary and benefits package that reflects your experience and skills, recognizing and rewarding your value to our team.Dynamic & Supportive Team: Join a high-achieving, collaborative team that values invocation, supports growth, and celebrates success together.Remote Work: Enjoy the flexibility of remote work opportunities, while staying connected with our team. You are welcome to our Bellingham, WA office as much as you’d like.Winter Break: We are closed from December 25th to January 1st annually, allowing our team to enjoy the festive season with their loved ones without affecting their vacation balance.Company OverviewProShop is a proprietary ERP, MES and QMS software package that was developed over 17 years while the owners were growing Pro CNC Inc., one of the largest machine job shops in the Pacific Northwest, culminating in a successful sale of the company in 2014. It was founded in 2008, and is headquartered in Vancouver, British Columbia, CAN, with a workforce of 51-200 employees. Its website is https://www.proshoperp.com/.