Product Operations Manager, Help Desk
Skills
- Technical troubleshooting across hardware, software, and networking
- Experience supporting technical systems in production environments
- Data-driven decision making and ability to derive insights from observability tooling
- People management and training experience for support teams
- Strong written, visual, and verbal communication
- Comfort working in ambiguous, fast-paced environments
- Ability to obtain and hold a U.S. security clearance
Responsibilities
- Own end-to-end Help Desk lifecycle: intake, triage, escalation, resolution, and continuous improvement
- Recruit, train, and manage a team of customer support associates to operate 24/7 coverage
- Drive technical troubleshooting across hardware, software, and networking interfaces
- Coordinate cross-functional stakeholders (Engineering, Program Management, Deployments, Mission Ops) to resolve complex issues
- Build and refine processes, runbooks, and SLAs for high-reliability production support
- Use observability and operational data to create insights and inform business/engineering decisions
- Execute ad-hoc operational and financial projects supporting leadership decision-making
- Identify operational gaps and marshal resources to implement long-term solutions
Education
- Bachelor's degree in relevant field preferred (e.g., CS, Engineering, IT) but not required
- Equivalent professional experience accepted in lieu of degree
Benefits
- Comprehensive medical, dental, and vision plans for US roles
- Company-covered life and disability insurance
- Generous PTO with December holiday hiatus and caregiver/wellness leave
- Family planning and parenting support (IVF, adoption, gestational carriers)
- 24/7 mental health resources, therapy, and life coaching
- Professional development reimbursement annually
- Commuter benefits and relocation assistance (role-dependent)
- Retirement savings (401(k) options) and employer matching where applicable
- Competitive equity grants included in many full-time offers
Average salary estimate
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