Product Operations Manager (Customer-Facing / API / Delivery)

Your 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

   

Required:

• Understanding of REST API, JSON, HTTP
• Experience working with B2B clients
• Strong written and verbal communication skills
• Ability to structure chaos

• Responsibility for results, not just the "process"

   

Will be a plus:

• Experience in SaaS/PropTech/IT
• Experience in project/delivery management
• Understanding of product cycles and releases.
   

Tools: 
 

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