Director of Product Operations

RELX is hiring a Director of Product Operations to lead the Product Operations team in Georgia (onsite). In this role, you will be accountable for team performance and results across the end-to-end post-sales product journey, from sales handoff and onboarding to migrations, integrations, retention, risk mitigation, and people leadership.

This position coordinates cross-functional delivery with Sales, Consulting Services, and Product, ensuring new institutions launch on time and continue to succeed with the platform. You will also use product usage and customer health signals to support engagement, plan interventions for at-risk accounts, and inform roadmap decisions with frontline client and technical insight.

Key responsibilities

• Partner with Sales to evaluate prospective clients for product fit, flag potential concerns, and communicate Digital Commons capabilities, services, and workflows.
• Own the handoff process for new client setups from Sales, maintaining momentum toward an on-time, well-supported launch.
• Deliver a smooth product introduction that helps new institutions succeed from day one.
• Ensure migrations have the technical resources and support needed to meet agreed deadlines, including legacy repository and content migrations.
• Oversee manual integration tasks and specialist technical work outside the standard Consulting Services scope.
• Manage the post-sales customer lifecycle, including ongoing assistance, renewals, up-sell, and cross-sell to build customer loyalty and satisfaction.
• Track product usage to keep customers engaged, coordinate or deliver training that helps customers maximize the platform, and identify opportunities to drive adoption.
• Coordinate with Sales and Consulting Services on upcoming cancellations by leading save efforts through client action plans, diagnosing sources of dissatisfaction, and measuring intervention outcomes.
• When a contract cannot be saved, ensure a smooth, professional off-boarding experience.
• Apply judgment to identify and prioritize projects that mitigate risk across the client portfolio.
• Build and drive mitigation plans for at-risk accounts in partnership with Sales and Consulting Services.
• Advise the Product team on design, functionality, and rollout of new features and fixes, incorporating client and technical insights into the roadmap.
• Partner with Product to proactively communicate upcoming projects and major system issues to clients.
• Identify workflow and procedure improvements, lead improvement plans, and gather feedback after changes are implemented.
• Lead, manage, and develop the Product Operations team, including providing leadership to managers and professional associates and taking accountability for team performance and results.
• Develop departmental plans, set production and team priorities, allocate resources, and execute the department business plan.
• Set policies for the team’s area of responsibility, guided by senior Product leadership and aligned to department and organizational objectives.
• Mentor teammates to support skill development and career growth.
• Communicate proactively with colleagues across Sales, Product, Consulting Services, and the wider organization.
• Take on additional projects as required.

Requirements

• Bachelor’s degree or equivalent practical experience; an advanced degree is a plus.
• Significant experience in product operations, customer success, technical account management, or consulting, ideally in SaaS, EdTech, scholarly publishing, or higher-education technology.
• Experience with institutional repositories, digital scholarship, or research information management platforms strongly preferred; familiarity with Digital Commons is a strong plus.
• People-leadership experience, including developing managers and/or professional associates and being accountable for team results.
• Comfort scoping and overseeing technical work such as data migrations and manual integrations without needing to write code.
• Strong stakeholder management across Sales, Product, and Consulting Services, with the judgment to prioritize client risk and impact.
• Data-informed approach to tracking product usage and customer health.
• Excellent written and verbal communication skills, able to influence at all levels including clients and executives.

Compensation and benefits

• U.S. National Base Pay Range: $115,400 - $192,300 per year.
• Geographic differentials may apply in some locations to reflect local market rates.
• Eligible for an annual incentive bonus.
• Country specific benefits available via benefits specific to your location.

For this role, RELX also requires a bachelor’s degree or equivalent practical experience.