Staff Platform Manager, GTM & Ops Tooling

What you'll do

• Define and maintain a multi-year strategy and prioritized roadmap for the internal operations platform.
• Design AI-forward operational processes and determine where human-in-the-loop judgment is required.
• Decompose complex product-to-ops problems into specific operational requirements and coherent technical solutions.
• Own case management and workforce management tooling, including capacity planning and performance measurement.
• Write detailed product briefs and lead the prototyping, iteration, and launch of new internal tools.
• Align vision and OKRs with senior leadership across Supply, Engineering, and Operations teams.
• Negotiate sequencing and resolve conflicting constraints with engineering and product marketing teams.

What we're looking for

• 10+ years of experience in product management, platform management, or operations technology.
• Experience in a technical product management role with direct delivery accountability for systems built with back-end engineering teams.
• Deep technical fluency to read system architecture, pressure-test engineering designs, and understand data models and API contracts.
• Demonstrated experience redesigning operational processes in a high-volume service organization to create scalable, measurable systems.
• Experience shipping AI or automation into production operations, including designing human-in-the-loop systems.
• Track record of delivering outcomes through teams outside of your reporting line across engineering and PMM organizations.
• Experience building or owning workforce management or case management tooling for capacity planning, queue management, or SLA tracking.
• Experience with Salesforce Service Cloud, Airtable, Zendesk, or SQL fluency (preferred).