Director of Product Ops Digital Commons

Elsevier is seeking a Director of Product Ops to lead Product Operations for Digital Commons and drive performance across the end-to-end client lifecycle. In this Georgia onsite role, you will be accountable for results spanning Sales, Product Management, Consulting Services, and client stakeholders, with ownership of onboarding, migrations, technical delivery, retention, and risk mitigation.

What you’ll do

• Partner with Sales to assess prospective clients for product fit, surface concerns early, and communicate Digital Commons capabilities, services, and workflows.
• Own the handoff from Sales to ensure new client setups move smoothly toward an on-time, well-supported launch.
• Provide a confident product introduction for new institutions so they are positioned to succeed from day one.
• Ensure migrations are resourced for delivery, including legacy repository and content migrations, with support aligned to agreed timelines.
• Oversee manual integration tasks and specialist technical work outside standard Consulting Services scope.
• Manage post-sales lifecycle activities such as assistance, renewals, upsell, and cross-sell to improve customer loyalty and satisfaction.
• Track product usage to maintain engagement, help customers realize value, and coordinate training when it supports adoption.
• Coordinate with Sales and Consulting Services on cancellations by leading save efforts through action plans, diagnosing root causes of dissatisfaction, and measuring intervention outcomes.
• When retention is not possible, ensure a smooth, professional off-boarding experience.
• Use sound judgment to identify and prioritize initiatives that most effectively 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 feature design, functionality, and rollout using frontline client and technical insight for roadmap decisions.
• Partner with Product to proactively communicate upcoming projects and major system issues to clients.
• Identify opportunities to improve workflows and procedures, lead improvement initiatives, and collect feedback after changes are implemented.
• Lead, manage, and develop the Product Operations team, 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 areas of responsibility with oversight from senior Product leadership and align guidance to departmental and organizational objectives.
• Mentor teammates to support skill growth and career development.
• Communicate proactively and effectively with Sales, Product, Consulting Services, and other stakeholders across Elsevier.
• Take on additional projects as required.

What you bring

• Bachelor’s degree (or equivalent practical experience); advanced degree 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 repository, digital scholarship, or research information management platforms strongly preferred; familiarity with Digital Commons is a strong plus.
• Proven people leadership experience, including developing managers and/or professional associates and delivering team results.
• Ability to scope and oversee 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 clients and executives at all levels.

Tools and platforms

• Digital Commons
• Institutional repository
• Digital scholarship
• Research information management platforms

Compensation and benefits

• Base pay range (U.S.): USD $115,400 - $192,300 per year
• Geographic differentials may apply in some locations to better reflect local market rates
• Annual incentive bonus
• Country specific benefits (details available via benefits link)

Location: Georgia (onsite)

Salary: USD 115,400 - 192,300 per yearly