Product Operations Lead

Summary

Join TextNow, the nation's largest free phone service provider, as a Product Operations Lead on the Core Experience team. This role focuses on supporting the production experience for calling, messaging, and phone number services. You will manage and optimize operational processes, monitor KPIs, collaborate with cross-functional teams, and resolve operational issues. The ideal candidate possesses 5+ years of experience in a related field, strong problem-solving skills, and a customer-first mentality. TextNow offers a strong work-life blend, flexible work arrangements, employee stock options, unlimited vacation, competitive pay and benefits, parental leave, and wellness programs.

Requirements

• 5+ years in product operations, product management, or a related field
• A proven problem-solver with a customer-first mentality and a knack for process improvement
• A collaborative partner who can bridge gaps between technical and non-technical stakeholders
• Detail-oriented with a focus on identifying and mitigating risks before they escalate

Responsibilities

• Manage and optimize operational processes related to downstream and upstream Communication platforms, products and services
• Own and enhance KPI monitoring, data integrity, and reporting to ensure services meet performance benchmarks
• Lead proactive evaluation of KPI trends and impact
• Develop and maintain vendor and Product support dashboards that report on the health of the business to surface actionable trends and insights to our internal teams and cross-functional partners
• Collaborate with product, engineering, and customer support teams to diagnose and resolve operational issues
• Build scalable workflows to address recurring operational needs, improving efficiency and reliability
• Act as the primary point of contact for third-party vendors and monitor service agreements for reliability and cost-effectiveness
• Coordinate cross-functional responses to critical incidents affecting core services
• Provide input on operational tooling and dashboards to improve visibility into service health and usage metrics
• Lead initiatives to identify cost-saving opportunities across the operational ecosystem

Preferred Qualifications

• Familiar with telecom-related services, such as STIR/SHAKEN, CNAM lookups, or SIP trunk optimization
• Excellent at data analysis and interpretation, bonus points for with experience in using tools like SQL, Redash, or Kibana

Benefits

• Strong work life blend
• Flexible work arrangements (wfh, remote, or access to one of our office spaces)
• Employee Stock Options
• Unlimited vacation
• Competitive pay and benefits
• Parental leave
• Benefits for both physical and mental well being (wellness credit and L&D credit)
• We travel a few times a year for various team events, company wide off-sites, and more