Manager, Digital Product Operations

What you'll do

• Lead and coach a team of Program Managers, Technical Product Managers, and Business Analysts.
• Drive operational readiness for New Product Introductions and global expansions across digital support channels.
• Partner with Engineering to integrate business rules engines with conversational AI and LLM-powered self-service.
• Manage cross-functional partnerships to evaluate change requests and mitigate operational risks for customer journeys.
• Oversee the delivery of high-priority sustaining operations, configuration updates, and localized workflows.
• Champion tooling improvements and workflow automation to scale team productivity and ensure data integrity.
• Use data analytics to identify operational bottlenecks and measure customer sentiment to inform leadership decisions.
• Represent the digital operations team in executive forums to communicate complex technical and operational topics.

What we're looking for

• 7+ years of experience in digital program/project management, technical product operations, or related digital customer experience operations.
• Proven experience leading, mentoring, or managing teams of program managers, technical PMs, or business analysts in high-volume environments.
• Demonstrated track record of managing complex, cross-functional digital initiatives from concept through global operational launch.
• Strong written, verbal, and executive presentation skills with the ability to influence technical, product, and business partners.
• Strong analytical and problem-solving skills using data to identify root causes and measure business impact.
• Experience supporting conversational AI, virtual assistants, or LLM-driven self-service customer support experiences (preferred).
• Direct experience with digital customer service operations, omni-channel support workflows, or contact center technologies (preferred).
• Bachelor’s degree in Business, Computer Science, Engineering, Marketing, or equivalent practical experience (preferred).