Product Operations Specialist

Rightsline Inc is building product experiences across its platform, and the Product Operations Specialist will play a key role in making customer adoption measurable and repeatable. This onsite position in El Segundo, CA focuses on administering Pendo, strengthening governance and data integrity, and using in-app guidance paired with product analytics to improve time-to-value.

Working closely with PMs, Customer Success, and Marketing, you will ensure new features are instrumented before launch, turn engagement signals into roadmap inputs, and help the organization interpret usage with clarity. You will also contribute to information security and compliance practices while supporting Pendo across the team.

What you’ll do

• Own the Pendo instance across the full Rightsline platform, including user permissions, metadata mapping, segments, subscriptions, and account hygiene.
• Set and enforce tagging standards, feature and page naming conventions, and data integrity practices so reporting remains reliable across product areas.
• Onboard new applications and product surfaces into Pendo as the portfolio expands.
• Audit regularly against governance standards, identify drift, and remediate as needed.
• Design and deploy in-app guides, walkthroughs, tooltips, and resource centers to reduce time-to-value and drive adoption.
• Build onboarding flows for new users and for new feature releases in partnership with PMs and Customer Success.
• Run experiments such as guide variants, polls, and targeting rules, then report on outcomes.
• Analyze platform usage to locate friction points, buried features, adoption gaps, and churn-risk signals.
• Build and maintain dashboards for PMs, Product Ops, and executive leadership, including Product Adoption Scores, retention trends, guide engagement, and cohort behavior.
• Bring quantitative evidence into PM roadmap discussions as a data-based voice of the user.
• Partner with PMs to ensure features are tagged and instrumented before they ship.
• Partner with Customer Success and Marketing so in-app communication matches the broader customer lifecycle.
• Serve as the internal first line of support for Pendo across the org through office hours, a Slack channel, documentation, and working sessions.
• Collaborate with cross-functional teams.
• Ensure compliance with ISO 27001, SOC 1, and SOC 2 frameworks.

What you bring

• Bachelor’s degree in Business, Information Systems, Product Management, or a related field, or equivalent professional experience.
• 4+ years of hands-on Pendo administration experience in a B2B SaaS environment.
• Pendo Admin Certification required, held at hire or completed within the first 90 days.
• Strong analytical instincts, comfortable moving from a data question to segmentation, dashboards, and recommendations.
• Working knowledge of HTML/CSS selectors for tagging, including debugging when a tag is not firing without needing an engineer.
• A track record of shipping in-app guidance that improves adoption or reduces support load.
• Comfort setting and enforcing governance standards across multiple teams.
• Excellent written communication, translating dashboard insights into concise takeaways for PMs and executives.
• Ability to manage multiple concurrent projects in a deadline-driven environment and prioritize accordingly.
• Self-directed problem solving with limited supervision.
• Proficiency with Google Workspace and Microsoft Office for documentation, reporting, and stakeholder communication.
• Fluent English and ability to overlap with US working hours for real-time collaboration.

Technologies

• Pendo
• HTML/CSS selectors
• Google Workspace
• Microsoft Office

Benefits

• Provident Fund, Gratuity, and all statutory benefits per applicable Indian labour laws
• Comprehensive Group Medical Insurance for employees and eligible dependents
• Group Personal Accident Insurance
• In-office meal benefits, including sponsored breakfast, lunch, and evening snacks
• Hybrid work model with clearly defined collaboration days
• Flexible working hours, role-dependent
• Structured and transparent leave policy
• Career growth and advancement opportunities within a rapidly scaling global SaaS organization
• Continuous learning, upskilling, and leadership development support
• Quarterly employee engagement initiatives, plus celebrations and recognition programs
• Competitive compensation aligned to market standards with strong career growth opportunities

Security, compliance, and privacy

• Adhere to ISMS policies and procedures
• Protect confidential and customer data and report security incidents
• Participate in compliance trainings and audits
• Ensure proper handling of sensitive data in line with company policies and applicable laws
• Follow role-based access control principles and safeguard credentials
• Ensure authorized system usage

Hiring process

• HR Screening
• Technical / Functional Interview
• Assessment (as applicable)
• Leadership Round
• Offer Rollout