About the RoleAs our Product Operations Lead, you will build and lead Product Operations at Guardify. You will be accountable for four key outcomes:
support, onboarding, adoption and activation, and customer experience.This is a player-coach role. You'll define the function, hire and develop the team, and stay actively involved in escalations, onboarding, data, and customer needs. You'll report to the Director of Product and work closely with Product, Engineering, Sales, and Customer Success.
What You'll Do- Build and lead the Product Operations function and team.
- Own the onboarding and migration process from intake through training and handoff.
- Improve customer activation and ensure customers are getting value from the product.
- Build scalable processes for single-site through statewide implementations.
- Own support expectations, routing, escalation paths, and follow-through.
- Serve as an escalation point for complex customer needs.
- Turn customer feedback and support trends into actionable product improvements.
- Partner with Product Managers to move customer insights into the roadmap.
- Build internal tooling and automation that enables a small team to support a growing customer base.
- Establish operating cadences across Product, Engineering, Sales, and go-to-market teams.
- Use data to identify problems, diagnose root causes, and measure improvements.
- Incorporate AI and agentic tools into Product Operations workflows.
What We're Looking For- 4-7 years of experience in product operations, implementation, customer operations, product management, or technical program management.
- Experience building systems or processes rather than simply inheriting them.
- Experience leading onboarding or implementation within a B2B software company.
- Leadership experience or demonstrated ability to influence and lead others.
- Strong problem-solving and root-cause analysis skills.
- Comfortable working directly with data, including migration mapping, spreadsheets, and pipeline reporting.
- Strong written and verbal communication skills, including the ability to navigate challenging customer conversations.
- Comfortable working in ambiguity and building new functions and processes from scratch.
- Hands-on mindset with a willingness to solve problems directly.
- Mission-driven and motivated by work that impacts customers and communities.
Nice to Have- Experience with sensitive or complex data migrations.
- Experience in justice, govtech, public sector, healthcare, or other mission-critical software.
- Familiarity with digital evidence, case management, or Child Advocacy Center workflows.
- Experience building internal tools using SQL, Python, or low-code platforms.
- Experience using or building AI-assisted tools.
- Experience with multi-site or statewide rollouts.
- Experience supporting products with a hardware component.
