Director of Product Operations

Summary

Join Help Scout as the first Director of Product Operations and lead operations within the Experience Org (product, design, and engineering). You will be responsible for process design, program and project management, and cross-functional alignment. Your leadership will ensure the highest operational standards and consistent value delivery to customers. You'll lead a team of product operations associates, working closely with the VP of Product and other key personnel. The role requires significant overlap with 9 am to 2 pm ET due to the global team distribution. Help Scout is a fully remote company, and this position is only open to US-based candidates.

Requirements

• 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
• Be well-versed in the operational aspects of software delivery
• Possess strong communication skills to collaborate effectively with all levels of the organization and external partners
• Be adept at articulating complexity and excel at change management
• Have proven experience in program or project management within a technology or engineering organization
• Be deeply familiar with Product Management and Engineering workflows, tools, and best practices
• Be skilled at translating organizational challenges in operational solutions that help move us closer to operating at the highest levels
• Have a strong focus on customer experience and satisfaction
• Be driven by the impact of your work on the company’s success and customer satisfaction
• Have a track record of delivering projects that drive business growth and enhance user experience, underpinned by your direct contributions to the operational efforts
• Be authorized to work from your home location in the United States

Responsibilities

• 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

Preferred Qualifications

Have experience in a B2B SaaS product space

Benefits

• Healthcare coverage
• Wellness resources