Product Operations Lead

Guardify; Omaha (NE); On-site; USD 120,000 - 150,000; Full time

Job summary

Guardify is seeking a Product Operations Lead in Omaha, Nebraska, to build and own the Product Operations function. You’ll define the team, hire and develop staff, and stay involved in escalations, onboarding, data, and customer needs.

You will collaborate with Product, Engineering, Sales, and Customer Success to transform customer insights into the roadmap and to optimize activation and value realization for our digital evidence and case-management platform.

Qualifications

• Experience leading product operations or a similar function.
• Proven ability to design scalable processes across product, engineering, sales and customer success.
• Strong data literacy and ability to translate feedback into roadmap improvements.

Responsibilities

• Build and lead the Product Operations function and team.
• Own the onboarding and migration process from intake through training and handoff.
• Improve customer activation and ensure customers are getting value from the product.
• Build scalable processes for single-site through statewide implementations.
• Own support expectations, routing, escalation paths, and follow-through.
• Serve as an escalation point for complex customer needs.
• Turn customer feedback and support trends into actionable product improvements.
• Partner with Product Managers to move customer insights into the roadmap.
• Build internal tooling and automation that enables a small team to support a growing customer base.
• Establish operating cadences across Product, Engineering, Sales, and go-to-market teams.
• Use data to identify problems, diagnose root causes, and measure improvements.
• Incorporate AI and agentic tools into Product Operations workflows.

Skills

Leadership

Cross-functional collaboration

Process improvement

Data-driven decision making

Tools

CRM software

BI tools

Job description

About Guardify

Guardify helps criminal justice ecosystems with technology that accelerates justice and healing for survivors of crime. We are a mission-driven, rapidly growing startup and sustainable social enterprise. Today, we offer a cloud-based platform for digital evidence management, case management, and capture—giving customers one place to secure evidence, run cases, and record what matters.

About the Role

As our Product Operations Lead, you will build and lead Product Operations at Guardify. You will be accountable for four key outcomes: support, onboarding, adoption and activation, and customer experience.

This is a player-coach role. You’ll define the function, hire and develop the team, and stay actively involved in escalations, onboarding, data, and customer needs. You’ll report to the Director of Product and work closely with Product, Engineering, Sales, and Customer Success.

What You’ll Do

• Build and lead the Product Operations function and team.

• Own the onboarding and migration process from intake through training and handoff.

• Improve customer activation and ensure customers are getting value from the product.

• Build scalable processes for single-site through statewide implementations.

• Own support expectations, routing, escalation paths, and follow-through.

• Serve as an escalation point for complex customer needs.

• Turn customer feedback and support trends into actionable product improvements.

• Partner with Product Managers to move customer insights into the roadmap.

• Build internal tooling and automation that enables a small team to support a growing customer base.

• Establish operating cadences across Product, Engineering, Sales, and go-to-market teams.

• Use data to identify problems, diagnose root causes, and measure improvements.

• Incorporate AI and agentic tools into Product Operations workflows.