Product Operations Lead: AI-Driven Launch & Scale

Fora Travel; New York (NY); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Unlimited vacation

Health Insurance

Dental & Vision Insurance

Wellhub Memberships

401k plan with company match

Commuter Benefits

Supplemental Life Insurance

Stock Options

Job summary

Fora Travel seeks a Senior Manager, Product Operations in New York City to drive the next evolution of our Product Ops team. You will orchestrate operational systems across Product, Support, Engineering, and BizOps, embedding AI tooling and enabling scalable customer experiences 24/7.

You will own launch readiness, design cross‑functional programs, and build dashboards to track KPIs, delivering impact from day one and guiding a growing team of professionals.

Qualifications

• 5–8+ years in Product Operations, Technical Operations, Business Operations or a similar role at a high-growth tech company.
• Proven ability to design and implement operational systems and cross‑functional programs from the ground up.
• Experience managing or working with support tooling like Intercom, Zendesk, or similar platforms.
• Familiarity with AI tools, automation systems, or operationalizing ML outputs.
• Strong analytical skills; able to build dashboards, measure KPIs, and use data to drive improvements.
• Demonstrated ownership of product readiness and launch orchestration.
• Excellent documentation and cross‑functional communication skills.
• Experience with tools like Jira, Confluence, and other project/content management systems.
• High ownership mentality with a proactive, structured, and resourceful approach.
• Based in NYC or willing to relocate; must be authorized to work in the US.

Responsibilities

• Lead operational planning and governance across product and support functions to improve efficiency and reduce escalations.
• Own and scale systems and processes (Intercom, SOP lifecycle, content integrations) that power advisor and internal workflows.
• Drive end-to‑end readiness for new product launches in collaboration with Product, Engineering, and Support.
• Embed AI and automation tools into operational workflows and measure impact.
• Design cross‑functional programs and frameworks that mature operational rigor and transparency.
• Analyze data to develop dashboards, define KPIs, and surface insights that inform decision‑making.
• Identify quick wins and long‑term improvements across support and product systems
• Collaborate closely with stakeholders across Product, Engineering, Support, Advisor Experience, and BizOps to align on goals and execution.
• Serve as a strategic partner to leadership and a coach to junior team members as the team scales.

Skills

Operational systems design

Cross-functional programs

Intercom

Zendesk

AI tools

Jira

Confluence

Data dashboards

Launch orchestration

Tools

Intercom

Zendesk

Jira

Confluence

Job description

Fora Travel seeks a Senior Manager, Product Operations in New York City to drive the next evolution of our Product Ops team. You will orchestrate operational systems across Product, Support, Engineering, and BizOps, embedding AI tooling and enabling scalable customer experiences 24/7.

You will own launch readiness, design cross‑functional programs, and build dashboards to track KPIs, delivering impact from day one and guiding a growing team of professionals.