Product Operations Manager

Role mission

Ensure customer success in using the platform, stable delivery, and transparent communication between customers, product, and internal teams — from API integrations to releases and product changes.

This is the role of the sole owner of the post-sale customer experience, with technical context and responsibility for execution.

Area of responsibility (high-level)

• Customers: successful use of the product and API
• Delivery: monitoring the fulfillment of agreements and tasks
• Technical part: API, integrations, documentation
• Communication: releases, changes, expectations
• Synchronization: Sales, Product, Dev, Support

Key Responsibilities

    🔹 Customer Success

• Be the main contact person for customers after onboarding
• Conduct customer syncs, technical demos, Q&A
• Ensure that customers achieve the expected result, not just "use the API"

• Collect and structure feedback → forward to Product

   

     🔹 API and technical aspects

• Explain to customers how the API works: endpoint
• Work with Postman/Swagger to verify customer cases
• Assist customers with integrations (CRM, websites, services)
• Act as a translator between the client and the dev team (without "broken phones")

• Participate in the creation and updating of API documentation

   

  🔹 Delivery and Project Management

• Synchronize with the team on client tasks
• Monitor statuses: what is in progress, what is blocked, what is ready
• Record risks, escalations, client expectations
• Ensure on-time delivery of promised functionality

• Work with Jira/Notion/backlog within delivery zones

   

  🔹 Releases, changelog, communication

• Participate in release planning together with Product team
• Prepare and communicate:
  • release notes
  • changelog
  • change announcements
• Adapt technical changes:
  • for internal teams (Sales, Support)
  • for customers (in plain language)
• Ensure that no change comes as a surprise

Tools

• API: Swagger, Postman
• Delivery: Jira, Notion
• Communication: Slack, Telegram, Zoom
• CRM: Kommo / HubSpot
• Documentation: Notion
• Analytics: Google Sheets / Mixpanel (reading)