Product Operations Manager

Nebraska Angels; Omaha (NE); Vor Ort; USD 90.000 - 130.000; Vollzeit

Zusammenfassung

Guardify seeks a Product Operations Manager to own onboarding and ongoing customer success across our platform, including Cases, Evidence, and Capture. This hands-on role will lead onboarding calls, data migrations, and issue resolution to ensure customers derive maximum value from Guardify.

You will collaborate with Product Managers, Engineering, and Account Management to ensure smooth adoption and delivery of scalable processes, with potential growth into leadership as the company expands.

Aufgaben

• Manage customer onboarding from initial intake through data migration, account setup, training, and go-live.
• Establish and manage customer go-live timelines, ensuring successful implementation and adoption.
• Oversee complex data migrations from legacy systems while protecting sensitive customer information.
• Coordinate multi-centre and statewide implementations.
• Develop customer training resources, documentation, and support materials.
• Manage customer support requests, escalations, and issue resolution.
• Collaborate with Engineering and Product teams to identify and resolve technical challenges.
• Identify recurring customer issues and implement improvements that address root causes.
• Develop scalable onboarding and support processes, including automation and AI-assisted tools.
• Track onboarding timelines, customer activation, support performance, and customer satisfaction.
• Use data and customer feedback to improve product operations and the overall customer experience.

Jobbeschreibung

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.

Our cloud-based platform provides digital evidence management, case management, and capture solutions that help Child Advocacy Centers, law enforcement, and other public-sector organizations securely manage critical information.

About the Role

As a Product Operations Manager, you will own how customers onboard onto Guardify and how we support them throughout their experience with our products, including Cases, Evidence, and Capture.

This is a hands‑on position where you'll lead onboarding calls, manage data migrations, resolve customer escalations, and improve the processes that support customer success.

You'll work closely with Product Managers, Engineering, and Account Management to ensure customers receive exceptional support and successfully adopt Guardify's solutions.

This is an individual contributor role with an opportunity to grow into team leadership as the company expands.

What You'll Do

• Manage customer onboarding from initial intake through data migration, account setup, training, and go-live.
• Establish and manage customer go-live timelines, ensuring successful implementation and adoption.
• Oversee complex data migrations from legacy systems while protecting sensitive customer information.
• Coordinate multi‑center and statewide implementations.
• Develop customer training resources, documentation, and support materials.
• Manage customer support requests, escalations, and issue resolution.
• Collaborate with Engineering and Product teams to identify and resolve technical challenges.
• Identify recurring customer issues and implement improvements that address root causes.
• Develop scalable onboarding and support processes, including automation and AI‑assisted tools.
• Track onboarding timelines, customer activation, support performance, and customer satisfaction.
• Use data and customer feedback to improve product operations and the overall customer experience.