Senior Product Manager, Product Operations

About the Role:

The Senior Product Manager, Product Operations is a product manager whose products are the internal systems that carry customer needs into Product: how escalations, detection tuning and hygiene checks for MDR customers, roadmap requests, and enhancement tickets are raised, prioritized, answered, and fed into the roadmap. You also define the product-side workflow for critical event response, and you lead company-wide programs to decommission infrastructure, platforms, and applications.

This role is a critical role connecting the Product organization to Service delivery, the SOC, Customer Success, and Support who are your key partners and users while Engineering builds with you. You succeed when each process has a clear owner, a written workflow, and measures that show whether it works, and when what you learn from customer requests shows up in product priorities.

Who you are

You are a product manager first. You treat an internal process as a product: you find who uses it, what is failing for them, what a better version looks like, and how you will measure whether it got better. You write clear requirements, prioritize competing requests, and say no with evidence.

You lead without authority. Escalation reviews and decommission programs depend on people in other teams, so you earn cooperation with clear plans, honest status, and follow-through. You use data to show what is working, you can specify and prioritize automation with Engineering, and you are not expected to write production code.

Responsibilities:

Customer escalations

Own the escalation process as a product: intake, severity levels, ownership, and handoffs between customer-facing teams, Product, and Engineering.

Turn escalation data into product insight by tracking volume, age, and root causes, and bring recurring causes into roadmap decisions.

Critical event response

Define the product-side process for critical events, meaning failures or incidents that affect service delivery: how they are declared, who owns them, and how work is handed to Engineering.

Manage each critical event from the product side by coordinating Product's response, keeping stakeholders informed, and tracking follow-up actions to completion.

Run post-event reviews and carry root causes and lessons learned into roadmap priorities.

Detection tuning and hygiene for MDR customers

Own one workflow for MDR customers that covers both detection tuning requests and customer hygiene checks.

Define intake standards, prioritization criteria, and turnaround targets for tuning requests.

Define how hygiene checks are monitored, reported, and acted on, including what happens when a check fails.

Track volume and outcomes, flag recurring requests that should become product capabilities, decide which checks to automate, and report customer health trends to product leadership.

Enhancement ticket automation

Own the process and automation roadmap for enhancement tickets, from intake through routing and status updates.

Write requirements, prioritize the automation backlog, and define success measures with Engineering.

Roadmap requests

Own the intake process and tooling for roadmap requests, with one view of requests grouped by customer and theme.

Give product managers evidence on what is being asked and why, and report decisions back to requesters.

Decommission programs

Lead cross-company initiatives to retire infrastructure, platforms, and applications.

Build the plan, owner list, dependencies, and timeline, run the status cadence, and escalate blockers early.

Assess customer and internal impact, define migration paths with product managers, and confirm retirement is complete.

Across all areas

Document each workflow, name an owner, and keep a small set of measures for each.

Review results with stakeholders on a regular schedule and improve each process based on what the data shows.

Requirements:

5+ years in product management, product operations, or program management, with a record of owning products or processes that other teams depend on.
Experience writing requirements and prioritizing a backlog for internal, operational, or platform tools.
Experience designing and documenting workflows, including intake, triage, ownership, handoffs, and reporting.
Experience leading cross-team programs without direct authority, including plans, dependencies, status reporting, and escalating blockers.
Comfort with workflow and ticketing tools, and with specifying automation alongside Engineering; JIRA, GitHub, Confluence, Power Automations, Teams workflows or approvals.
Ability to work with operational data, build simple reports, and use them to show progress and problems.
Clear written communication for product, operations, security, and engineering audiences.
Strong plus: experience in cybersecurity, managed detection and response, or another environment where customers depend on timely service.
Strong plus: experience leading an infrastructure, platform, or application decommission.