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Job Description Summary

The Software as a Service (SaaS) Product Operations leader will provide a critical role across the full product portfolio. We are seeking a highly motivated and detail-oriented Software Product Operations Specialist to join our team. This role will report to the VP, Product Management and will be responsible for the smooth operation, delivery, and optimization of software products. The ideal candidate will work closely with cross-functional teams, including product management, engineering, customer support, and quality assurance, to ensure the successful deployment and ongoing management of software solutions.

Job Description

The Product Operations leader is an individual contributor role that drives initiatives to improve the effectiveness of the Product Management function and interfaces with other functions to provide effective coordination of metrics, dashboards, functional processes, and cross-functional initiative coordination. This leader will work closely with product directors, product managers and engineering leaders. Although the Product Operations Leader does not have ownership of a specific product backlog, they will gain familiarity with and deliver impact for every product in the portfolio.

Key responsibilities include:

Operational Support:

+ Manage day-to-day operations of software products, ensuring reliability, scalability, and performance.

+ Implement and manage product analytics solution to monitor product performance and usage metrics to support Product Management backlog prioritization decisions.

+ Collaborate with engineering teams to implement Product Backlog and Development system integrations for accurate status reporting.

Process Optimization:

+ Support the VP, Product Management in deploying Product Management standard work and daily management visualization tools.

+ Develop and maintain standard operating procedures (SOPs) for software product operations. This includes documenting key processes

+ Identify opportunities for process improvements and implement solutions to enhance efficiency and quality.

+ Support automation initiatives to streamline workflows and reduce manual effort.

+ Implement standard Product Management dashboards

Cross-Functional Collaboration:

+ Support Voice of Customer (VoC) collection and dissemination processes; act as a liaison between product management, engineering, and customer support teams to ensure alignment on product goals and priorities.

+ Facilitate communication and coordination during product launches, updates, and maintenance activities.

+ Provide feedback to product teams based on operational insights and customer experiences.

+ Develop and implement standard process for release notes

+ Develop and maintain knowledge base articles and documentation to assist customers and internal teams.

Data Analysis and Reporting:

+ Analyze operational data to identify trends, risks, and opportunities for improvement.

+ Generate regular reports on product performance, operational metrics, and customer feedback.

Manage Product Management Operational Rhythm

+ Coordinate and facilitate the bi-weekly product management all hands meeting. Help the VP, Product Management with preparing an agenda, coordinating best practice sharing topics.

+ Manage the Aha! Software account configuration, licensing, etc.

+ Coordinate and facilitate the weekly Innovation Interlock meeting. Work with Product Directors to ensure topics are defined in advance and prepared. Document actions and decisions from the weekly meeting and communicate to the broader SaaS business.

+ Support the preparation of the monthly Product & Engineering Newsletter. Coordinate the updates to the monthly newsletter and prepare the newsletter for VP, Product Management review and dissemination.

Qualifications/Requirements:

+ Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.

+ 3+ years of experience in software product operations, product management, software engineering, customer support or a related role.

Preferred Skills:

+ Experience with Aha! software

+ Experience with Azure Dev Ops

+ Knowledge of software product analytics, testing and quality assurance processes.

+ Experience with product knowledge content creation, release notes, etc.

+ Understanding of customer support workflows and tools.

+ Strong understanding of software development lifecycle (SDLC) and agile methodologies.

+ Proficiency in data analysis tools and techniques.

+ Excellent problem-solving skills and attention to detail.

+ Strong communication and collaboration skills, with the ability to work effectively across teams.

+ Familiarity with cloud-based platforms, DevOps practices, and monitoring tools is a plus.

+ Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.

To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA.** **For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

Additional Information

GE Aerospace offers a great work environment, professional development, challenging careers, and competitive compensation. GE Aerospace is an Equal Opportunity Employer (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRights\_10\_20.pdf) . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE Aerospace will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

**Relocation Assistance Provided:** No

\#LI-Remote - This is a remote position

GE Aerospace is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.