Product Manager, Ops Implementation

Gravity IT Resources

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Job Title: Product Manager, Ops Implementation
Location: Austin, TX
Job Type: Direct Hire
Referral Bonus: $2,400

As a Product Manager specializing in operational implementation, the mission of this role is to drive the success of introducing or updating technology systems in use throughout our network of retail businesses. Working directly with product management teams driving software changes, the Program Manager will collaborate with internal stakeholders to plan operational change initiatives, develop training and communication resources and documentation to support a variety of users, coordinate and execute roll out projects for individual features or new software products, and aid in ongoing configuration and experimentation with the administration of these technology tools.  

The Product Manager will build an understanding of the unique needs of the organization to ensure software implementations and changes are supported with the necessary training, documentation, and ongoing administration. This role will support product teams driving development in the point-of-sale system in use by in-store team members, the client-facing applications that serve our customers with a wait experience and will help in similar operational change needs for the implementation of a business-critical scheduling tool. They will serve as an administrative owner for this scheduling tool, and aid in continued configuration and optimization of all the above systems.

This role will be the ongoing owner for the operational requirements to support changes to the software systems described above. They will liaison between product development teams, nationwide training resources, creative teams, and operators in the franchise network at large to ensure the smooth and effective introduction of changes to these business-critical technology tools.

Strategic Collaboration

  • Work with third-party SaaS solution providers to proactively ideate training needs and requirements.
  • Work with internal and third-party resources to aid in content creation & iteration.
  • Work with internal and third-party resources to define and coordinate virtual and in-person training.
  • Test and iterate on implementation methodologies and workflows for continual process improvements.
  • Inform and help prioritize ongoing development decisions as a subject matter expert in operational change requirements.

Stakeholder Engagement

  • Work with Business and Technical Executive Sponsors to define operational change requirements.
  • Collaborate with software development teams in change planning and execution.
  • Regularly engage with national training teams for collaborative, needs-driven support.
  • Work with business analysis teams to measure and understand operational impact of change initiatives.

Implementation Lifecycle Management

  • Deliver excellence at all points of the implementation lifecycle and throughout system administration.
  • Collaborate with cross-functional teams to identify solution enhancement/configuration needs.
  • Ensure all solution customizations and configuration updates align with goals and objectives.

Communication + UX/UI Collaboration

  • Regularly communicate solution development progress updates to internal and external stakeholders.
  • Work closely with UX/UI designers to configure intuitive and user-friendly interfaces that enhance the overall user experience.

Performance Monitoring + Improvement

  • Monitor key performance indicators (KPIs) to assess the training and operational success and identify areas for improvement.
  • Represent the SCI Support Team Member to ensure update support is valuable, usable, and meets required needs.
  • Gather and incorporate feedback from end users to continuously iterate and improve the release process.
  • Organize internal showcases of support initiatives at relevant points.

Value Assessment + Market Analysis

  • Assess value, develop use cases, and prioritize documentation, training programs, and presentations to ensure work focuses on those with maximum value that are aligned with product strategy.
  • Provide an active role in mitigating impediments impacting successful team completion of deliverables.

Change Management + Communication + Adoption.

  • Communicate all solution enhancement rollouts through effective Change Management collaboration.
  • Ensure appropriate support is provided to all users to maximize solution adoption.

Data Utilization + Collaboration

  • Leverage consolidated data to review unit growth, performance, and compliance.
  • Provide a system for open collaboration across the network of all locations, between Team Leaders and Support Team Members.

Key Criteria:
Balanced Skill Set

  • Experience in software implementation, product management, business analysis or training management are desirable
  • Empathetic, customer-driven approach to problem solving and support.
  • Ability to balance stakeholder interests with organizational goals.
  • Proactively anticipate and act in pursuit of organizational needs.
  • Iterative approach to process improvement for self and organization.
  • Ability to define success in ambiguity and proactively assess and engage initiatives.
  • Ability to build and maintain a network of external relationships with vendors, customers, and others.

Personal Attributes

  • Self-starter with excellent project management skills and the ability to manage multiple tasks effectively.
  • Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive collaboration and alignment.
  • High degree of organization, individual initiative, and personal accountability.
  • Respect for the expertise and experience of others but willing to ask “why?”
  • “Operators” mentality with a knack for understanding how things would impact business operations and real-world workflows.

Role Specifics

  • This is a hybrid role, with periodic travel to the Support Center (Georgetown, TX location), national or regional events (varied locations), and occasional in-person training support or observation
  • Some preference for people in the Austin/Georgetown area for in-person collaboration, but remote US candidates welcome

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