Product Operations Specialist

PowerGEM is hiring a Product Operations Specialist to help deliver SaaS product outcomes by connecting customers, product development, and internal teams.

Responsibilities

• Support Sales with customer-facing work, including leading product demos, enabling new product trials, handling customer requests, and providing other sales support as requested.
• Coordinate cross-department efforts to gather data and update customers’ forecasting models.
• Log inbound product support requests using internal tools, then relay relevant customer feedback to internal teams or management as applicable.
• Improve how customers use the software by training end users, writing help documentation, interpreting usage instructions, and answering questions.
• Collaborate to maintain efficient data management, system productivity, application infrastructure, data integrity, and strong customer support.
• Maintain a reusable library of documentation and templates, including Infrastructure as Code (IAC) and other knowledge assets.
• Work with leadership and internal stakeholders on company goals, proposals, customer requirements, and related projects.
• Manage implementations for new or upgraded solutions and help resolve complex customer inquiries and issues.
• Stay current with technical best practices and procedures, apply new learnings to the role, and share information with others.
• Participate in a software on-call rotation for supporting, troubleshooting, and triaging live customer instances.
• Perform other duties as assigned.

Requirements

• 2+ years in a software development or software team project management role.
• Excellent communication skills with both internal and external stakeholders.
• Ability to operate as a self-starter in a small company environment, continuously assessing team and product scope to use time effectively.
• Flexibility to adjust priorities and organize work to complete tasks on time.
• Commitment to providing excellent and timely customer service.
• Experience with SQL database management.
• Experience with web infrastructure portals in Microsoft Azure, AWS, and/or Google Cloud Platform.
• Proficiency in Excel.

Technologies

• SQL
• Microsoft Azure
• AWS
• Google Cloud Platform
• Excel
• Infrastructure as Code (IAC)
• Powershell
• Python
• R
• C#
• F#

Nice to Have

• Experience with Powershell, Python, R, C#, and/or F#.
• Experience working with Scrum/Agile teams, or certifications from Scrum.org.
• Experience writing customer-facing documentation for software products.
• Experience with software UI/UX design.

Benefits

• Competitive compensation while making an impact.