Product Operations Support Partner

Civica; City of Edinburgh; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

25 Days Annual Leave

Pension Contributions

Private Medical Insurance

Health Cash Plan

Electric Vehicle (EV) Scheme

Job summary

A software solutions provider is seeking a Product Operations Support Partner in Edinburgh. In this high-impact role, you will influence product decisions by improving process clarity and efficiency. Key responsibilities include managing support issues and collaborating closely with product teams. Ideal candidates have strong operational improvement experience and excellent communication skills. This role provides the opportunity to drive meaningful changes and contribute to the success of the organization.

Qualifications

• Experience in Product Operations, Support Operations, or Service Delivery.
• Strong communication and stakeholder management skills.
• Comfortable working across Support and Product teams.

Responsibilities

• Define and improve how support issues are escalated and managed.
• Establish clear processes for ticket intake and categorisation.
• Partner with Product teams to improve prioritisation of issues.

Skills

Process design

Operational improvement

Communication

Stakeholder management

Tools

Salesforce Service Cloud

Aha!

Pendo

Job description

We're Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

Why you'll love this role of Product Operations Support Partner

This is a genuinely high-impact role where you'll shape how customer voice influences product decisions across a large and evolving product portfolio. You won't just be improving processes—you'll be building them, with the freedom to define what “good” looks like and make it stick.

You'll sit right at the intersection of Support and Product, giving you real visibility and influence across the organisation. Your work will directly improve how issues are prioritised, how teams collaborate, and ultimately how quickly customers see better outcomes.

It's an ideal role for someone who enjoys bringing structure to complexity—reducing noise, improving clarity, and turning day-to-day activity into meaningful insight. You'll have the opportunity to create scalable processes, influence behaviours across teams, and drive measurable improvements in how we operate.

We're at a stage where there's huge opportunity to make your mark. If you're someone who spots inefficiencies, challenges the status quo, and enjoys making things work better at scale, this role offers the chance to have a real, visible impact from day one.

Key Responsibilities

• Define and improve how support issues are escalated and managed into Product
• Establish clear processes for ticket intake, triage, and categorisation
• Ensure product issues are captured with the right context (impact, severity, frequency)
• Work closely with Support teams to embed consistent processes and best practices
• Identify recurring product issues and turn support activity into actionable insights
• Partner with Product teams to improve prioritisation and visibility of issues
• Close the loop with Support on outcomes, fixes, and product decisions
• Reduce ad-hoc escalations and improve overall operational clarity
• Continuously review and refine processes to support scale and efficiency

Requirements

• Experience in Product Operations, Support Operations, Service Delivery, or similar
• Strong process design and operational improvement experience
• Comfortable working across Support and Product teams
• Strong communication and stakeholder management skills
• Hands-on, proactive approach with a “roll sleeves up” mindset
• Ability to bring structure and clarity to complex or evolving environments
• Experience working in fast-paced or scaling organisations

Nice to have

• Exposure to tools such as Salesforce Service Cloud, Aha!, Pendo or similar
• Experience with knowledge management, documentation, or support tooling
• Interest or exposure to AI-driven support or product insights

We Want You to Bring Your Whole Self to Work

There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Why You'll Love Working with Us

As a company, we're passionate about what we do and the citizens we serve. If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities.

Benefits

Time Off & Work-Life Balance

• 25 Days Annual Leave + bank holidays - plus the option to buy up to 10 extra days!
• Days of Difference - Up to 3 extra days off for volunteering.

Financial Well-being & Security

• Pension Contributions - 5% employer match to support your future.
• Income Protection - Up to 75% salary cover for long-term illness.
• Life Assurance - 4x salary tax-free lump sum.
• Critical Illness Cover - £25,000 lump sum (extendable to dependents).

Health & Perks

• Private Medical Insurance - Fast access to private healthcare.
• Health Cash Plan - Claim back physio, therapies & more.
• Dental Insurance - Cover for routine & emergency care.
• Electric Vehicle (EV) Scheme - A wide range of electric & hybrid vehicles.
• Affinity Groups - Join employee-led communities.
• Bounty Bonus - Refer a friend & get rewarded.

Inclusion and Diversity

At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences.

Equal Opportunity Employer

We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission.

Accommodations

If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.