Product Operations Lead, Core Experience

TextNow; Toronto; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An established industry player seeks a proactive Product Operations Lead to join their dynamic Core Experience team. In this pivotal role, you will drive operational excellence across Calling, Messaging, and Phone Numbers services. Your expertise will ensure the smooth functioning of processes and the enhancement of performance metrics. Collaborating with cross-functional teams, you will tackle operational challenges and develop insights through data analysis. Enjoy a flexible work environment with unlimited vacation and employee stock options, all while contributing to a mission that democratizes communication for everyone. If you have a passion for operational efficiency and a customer-first mindset, this opportunity is perfect for you.

Benefits

Flexible work arrangements

Employee Stock Options

Unlimited vacation

Wellness credit

Learning and Development credit

Team events and off-sites

Qualifications

• 5+ years in product operations or product management.
• Strong problem-solving and process improvement skills.

Responsibilities

• Manage operational processes for Communication platforms.
• Lead KPI monitoring and enhance reporting for performance.

Skills

Problem-solving

Process improvement

Data analysis

Collaboration

Risk management

Education

5+ years in product operations or related field

Tools

SQL

Redash

Kibana

Job description

Product Operations Lead, Core Experience

3 days ago Be among the first 25 applicants

We believe communication belongs to everyone. We exist to democratize phone service. TextNow is evolving the way the world connects and that's because we're made up of people with curious minds who bring an optimistic, yet critical lens into the work we do. We're the largest provider of free phone service in the nation. And we're just getting started.

Join us in our mission to break down barriers to communication and free the flow of conversation for people everywhere.

We are looking for a skilled and proactive individual to join our Core Experience team as a Product Operations Lead. This role focuses on supporting the production experience for our Calling, Messaging, and Phone Numbers services. You will help ensure operational excellence while driving impact across multiple functional areas.

What You'll Do

• Manage and optimize operational processes related to downstream and upstream Communication platforms, products and services.
• Own and enhance KPI monitoring, data integrity, and reporting to ensure services meet performance benchmarks.
• Lead proactive evaluation of KPI trends and impact.
• Develop and maintain vendor and Product support dashboards that report on the health of the business to surface actionable trends and insights to our internal teams and cross-functional partners.
• Collaborate with product, engineering, and customer support teams to diagnose and resolve operational issues.
• Build scalable workflows to address recurring operational needs, improving efficiency and reliability.
• Act as the primary point of contact for third-party vendors and monitor service agreements for reliability and cost-effectiveness.
• Coordinate cross-functional responses to critical incidents affecting core services.
• Provide input on operational tooling and dashboards to improve visibility into service health and usage metrics.
• Lead initiatives to identify cost-saving opportunities across the operational ecosystem.

Who You Are

• 5+ years in product operations, product management, or a related field.
• A proven problem-solver with a customer-first mentality and a knack for process improvement.
• A collaborative partner who can bridge gaps between technical and non-technical stakeholders.
• Detail-oriented with a focus on identifying and mitigating risks before they escalate.
• Familiar with telecom-related services, such as STIR/SHAKEN, CNAM lookups, or SIP trunk optimization, is a plus.
• Excellent at data analysis and interpretation, bonus points for experience in using tools like SQL, Redash, or Kibana.

More about TextNow...

Our Values:

• Customer Obsessed: We strive to have a deep understanding of our customers.
• Do Right By Our People: We treat each other with fairness, respect, and integrity.
• Accept the Challenge: We adopt a "Yes, We Can" mindset to achieve ambitious goals.
• Act Like an Owner: We treat this company like it's our own... because it is!
• Give a Damn: We are deeply committed and passionate about our work and achieving results.

Benefits, Culture, & More:

• Strong work life blend.
• Flexible work arrangements (wfh, remote, or access to one of our office spaces).
• Employee Stock Options.
• Unlimited vacation.
• Competitive pay and benefits.
• Parental leave.
• Benefits for both physical and mental well-being (wellness credit and L&D credit).
• We travel a few times a year for various team events, company-wide off-sites, and more.

Diversity and Inclusion:

At TextNow, our mission is built around inclusion and offering a service for EVERYONE, in an industry that traditionally only caters to the few who have the means to afford it. We believe that diversity of thought and inclusion of others promotes a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our product and company great.

TextNow Candidate Policy

By submitting an application to TextNow, you agree to the collection, use, and disclosure of your personal information in accordance with the TextNow Candidate Policy.

Seniority level

Not Applicable

Employment type

Full-time

Job function

Management and Manufacturing

Industries

Telecommunications, IT Services and IT Consulting, and Software Development