4+ years in onboarding, implementation, or customer operations within software
Proven track record managing customer onboarding from start to finish
Strong analytical skills for identifying and solving problems
Experience with data management and migration mapping
Excellent written and verbal communication skills
Ability to work independently and take ownership of projects
Customer-first mindset with a focus on service excellence
Responsibilities
Manage customer onboarding from initial intake to go-live
Establish and oversee customer go-live timelines
Oversee complex data migrations while ensuring data security
Coordinate multi-center and statewide software implementations
Develop training resources and support documentation
Handle customer support requests and escalations
Collaborate with Engineering and Product teams to resolve technical issues
Identify and implement improvements for recurring customer issues
Develop scalable onboarding processes using automation and AI tools
Track onboarding timelines and customer satisfaction metrics
Benefits
Opportunity for growth into team leadership as the company expands
Hands-on role with direct impact on customer success
Collaborative environment working with cross-functional teams
Focus on continuous improvement and innovation in customer support
Engagement with cutting-edge technologies, including AI and automation
Full Job Description
About the Role
As a Product Operations Manager, you will own how customers onboard onto Guardify and how we support them throughout their experience with our products, including Cases, Evidence, and Capture.
This is a hands-on position where you'll lead onboarding calls, manage data migrations, resolve customer escalations, and improve the processes that support customer success.
You'll work closely with Product Managers, Engineering, and Account Management to ensure customers receive exceptional support and successfully adopt Guardify's solutions.
This is an individual contributor role with an opportunity to grow into team leadership as the company expands.
What You'll Do
Manage customer onboarding from initial intake through data migration, account setup, training, and go-live.
Establish and manage customer go-live timelines, ensuring successful implementation and adoption.
Oversee complex data migrations from legacy systems while protecting sensitive customer information.
Coordinate multi-center and statewide implementations.
Develop 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.
Identify 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 We're Looking For
4+ years of experience in onboarding, implementation, customer operations, support, or solutions consulting within a software company.
Proven experience managing customer onboarding or software implementations from start to finish.
Ability to manage multiple customer implementations, deadlines, and priorities.
Strong analytical and problem-solving skills, with experience identifying and addressing root causes.
Experience working with data, spreadsheets, migration mapping, and support reporting.
Strong written and verbal communication skills, including managing difficult customer conversations.
Ability to make decisions independently, take ownership, and follow through on outcomes.
Comfortable learning new technologies, including AI-assisted tools and automation.
Customer-first mindset with a passion for delivering excellent service.
Ability to collaborate across Product, Engineering, and Account Management teams.
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.
