Director of Product Operations

As the first Director of Product Operations at Help Scout, you will lead operations within the Experience Org (product, design, and engineering) including process design, program and project management, and cross-functional alignment around our goals and roadmap. Your leadership will ensure that we are operating at the highest standards and delivering value to our customers as consistently and efficiently as possible. This is in pursuit of creating impactful, delightful, and customer-centric solutions for our customers.

About the role

In this role, you will be the connective tissue between the Experience Org (product, engineering, design) and other cross-functional teams at Help Scout, including go-to-market, business operations, and the customers team. 

Some of the important areas of responsibility as Director of Product Operations:

• Organize the measurement of the Experience Org’s objectives and key results and communicate progress to department stakeholders.
• Implement process improvements to optimize product operations with the goal of improving efficiency and overall delivery of the organization.
• Drive operational consistency and rigor across the product lifecycle, from ideation to launch and beyond.
• Oversee the product roadmap and release management processes, ensuring timely and high-quality delivery of new features.
• Lead program and project management, when needed, to ensure teams have support.
• Partner with Product Management, Engineering, and Design teams to close the feedback loop and build a cohesive story that ties our work to impact for the customer.

Want to know more? We made a deck. And be sure to check out the quick video from our VP, Scott!

About you

• Strategic Leader & Practitioner: You have a proven track record (ideally 5+ years) of leading product operations teams to deliver innovative and impactful solutions, ideally in a B2B SaaS product space. You are well-versed in the operational aspects of software delivery. Your strategic thinking aligns initiatives with business goals, and your direct involvement in the craft ensures a deep connection with your team and the work.
• Exceptional Communicator: Your strong communication skills enable you to collaborate effectively with all levels of the organization and external partners. You’re adept at articulating complexity and excel at change management. Our fully remote team has a strong writing culture. Regularly, you'll have to synthesize a complex subject, simplify it to the essentials, and communicate about it clearly in writing. 
• Product Operations Expertise: You have proven experience in program or project management within a technology or engineering organization. You are deeply familiar with Product Management and Engineering workflows, tools, and best practices. You are skilled at translating organizational challenges in operational solutions that help move us closer to operating at the highest levels.