JOB MISSION:

The Product Operations Lead enables adoption, sustainment, and continuous improvement of technology solutions across the Finance product lanes. The role delivers the Product Operations operating model by running Training & Adoption, executing Intake & Triage using global standards, and generating insight driven recommendations that support value realization and domain decision making.

As a voice of the customer, the Product Operations Lead understands how Finance users work, the processes tied to D365, and the pain points surfaced through triage and day-to-day interactions. They translate recurring user needs into clear product and process requirements, validate that enhancements address real business problems, and ensure feedback flows into the backlog and governance forums.

MAJOR ACCOUNTABILITIES:

Training & Adoption - Sustainment

• Keep training current with D365 release and sprint changes; ensure assets reflect future-state processes and system functionality in partnership with BCT and DPM.
• Run domain office hours and maintain Finance enablement channels to reinforce desired behaviors and address friction fast.
• Support a champions / super-user network within Finance to scale peer-to-peer support and embed new ways of working.
• Keep searchable, centralized documentation fresh and easy to navigate for end users.
• Stay close to end-user experience and bring recurring customer questions or points of friction back into training materials, documentation updates, or backlog inputs.

Intake & Triage - Operational Excellence + Insight Loop

• Own day-to-day triage execution for the Finance product lanes using defined tiering, routing, and escalation paths; ensure accurate categorization and timely resolution/hand-offs to DPM/Engineering.
• Identify recurring patterns and root causes from tickets/issues across regions and user groups; feed improvements via training refreshes, comms, workflow adjustments, or backlog entries.
• Act as the domain point of contact for business facing product issues, balancing responsiveness with sustainable fixes (in partnership with DPM).
• Translate user needs into clear product or process requirements when triage trends indicate a gap, ambiguity, or usability issue.
• Validate whether proposed system enhancements actually solve the user problem, partnering with DPM to confirm the change aligns with how the business operates.
• Bring recurring customer feedback directly into roadmap and backlog prioritization, ensuring the highest-impact issues are visible to the DPO Lead and DPM partners.

Value Realization - Outcomes Through Adoption & Performance (Support)

• Support Value Realization by connecting adoption and triage trends to measurable outcomes (e.g., cycle time, error reduction, rework); highlight risk areas where low adoption/high friction threatens value.
• Ensure insights flow into quarterly domain roadmaps, the continuous-improvement backlog, and governance forums.

Analytics - Domain Insights That Drive Action

• Monitor and report adoption signals (e.g., active usage, training coverage, feature utilization) and triage performance (e.g., Time to Resolve, backlog aging, reopen rates) for Finance product lanes.
• Produce clear, decision ready insights that guide reinforcement, training refreshes, and backlog priorities.
• Provide domain level data and qualitative insights to Product Operations, DPM, and VR to refine OKRs and drive better decisions.
• Connect customer sentiment and qualitative feedback with adoption/triage data to highlight where users struggle and to inform roadmap priorities.

REQUIREMENTS FOR SUCCESS

• 5-10+ years of experience in Product Operations, Finance Systems, or Accounting Operations
• Strong experience with ERP systems (preferably D365 Finance & Operations)
• Understanding of core accounting processes (GL, AP, AR, Fixed Assets, Inventory Accounting)
• Experience with incident management, root cause analysis, and operational stabilization
• Experience working with system integrations (OMS, WMS, banking, EDI, planning tools)
• Familiarity with Agile methodologies and cross-functional product teams
• Strong communication skills with ability to translate between Finance and Technology stakeholders
• Experience enabling and training business users

Boston, MA Headquarters - (NB) Only Pay Range: $104,500.00 - $130,000.00 - $155,500.00 Annual (actual base pay varying based upon, but not limited to, relevant experience, time in role, internal equity, geographic location, and more.)

Regular Associate Benefits

Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks - opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs - that encourage our associates to grow personally as they develop professionally. You'll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword - it's part of our culture.

Temporary associates are provided three options for medical insurance as well as dental and vision insurance and an associate discount.

Part time associates are provided 401k, short term disability, a yearly $300 lifestyle reimbursement and an associate discount.

Flexible Work Schedule

For decades we have fostered a unique culture founded on our values with a particular focus on in-person teamwork and collaboration. Our North American hybrid model encourages rich in-person experiences, showcasing our commitment to teamwork and connection, while maintaining flexibility for associates. New Balance Associates currently work in office three days per week (Tuesday, Wednesday, and Thursday). Our offices are fully open, and amenities are available across our North American office locations. To continue our focus on hybrid work we have introduced "Work from Anywhere" (WFA) for four weeks per calendar year. This model will help us enhance our culture while continuing to maintain elements of flexibility.