Product Operations Manager

Guardify Inc. builds products used by teams that need reliable workflows and fast, accurate adoption. In this role, you will take ownership of the customer onboarding and ongoing support motion for Guardify’s products, guiding customers from intake through go-live and measurable adoption. You will coordinate across Product, Engineering, and Account Management to ensure implementations succeed, escalations get resolved, and operations continuously improve.

What you’ll own

• Lead customer onboarding from initial intake through data migration, account setup, training, and go-live.
• Set and manage go-live timelines, coordinating for successful implementation and adoption.
• Oversee complex data migrations from legacy systems while protecting sensitive customer information.
• Coordinate multi-center and statewide implementations.
• Create customer training resources, documentation, and support materials.
• Manage customer support requests, escalations, and issue resolution.
• Collaborate with Engineering and Product teams to identify and resolve technical challenges.
• Spot recurring customer issues and implement improvements that address root causes.
• Develop scalable onboarding and support processes, including automation and AI-assisted tools.
• Track onboarding timelines, customer activation, support performance, and customer satisfaction.
• Use data and customer feedback to improve product operations and the overall customer experience.

What you’ll bring

• 4+ years of experience in onboarding, implementation, customer operations, support, or solutions consulting within a software company.
• Proven ability to manage customer onboarding or software implementations end to end.
• Capability to manage multiple customer implementations, deadlines, and priorities.
• Strong analytical and problem-solving skills, including identifying and addressing root causes.
• Experience with data work, including spreadsheets, migration mapping, and support reporting.
• Strong written and verbal communication skills, including handling difficult customer conversations.
• Ability to make independent decisions, take ownership, and follow through to outcomes.
• Comfort learning new technologies, including AI-assisted tools and automation.
• A customer-first mindset focused on delivering excellent service.
• Ability to collaborate across Product, Engineering, and Account Management teams.

Tools and technologies

• AI-assisted tools
• Automation
• Spreadsheets
• SQL
• Python

Nice to have

• Experience migrating sensitive customer data from legacy software systems.
• Background in government technology, public sector, healthcare, law enforcement, or other mission-critical software.
• Familiarity with Child Advocacy Centers, prosecution, or law enforcement workflows.
• Experience coordinating multi-site or statewide software implementations.
• Experience supporting software products with hardware components.
• Experience building internal tools or automations using SQL, Python, or low-code platforms.

Location: Omaha, NE (onsite)

Experience: 4+ years