Product Operations Manager

Philanthropy U - Oakland, California - Full time

Role Overview

As the Product Operations Manager at Philanthropy U, you will be responsible for the successful operations and scaling of our flagship product. Our target market are leaders of NGOs and social enterprises in under-resourced countries. Think international and distributed but also some of the most inspirational, tenacious and committed people you can imagine. Your work will ensure that we deliver an incredible experience to the 100k+ leaders currently on our platform, while laying the groundwork for serving millions.

Just over a year old, the product is at a critical juncture in its development and determining how we scale our product and services is of paramount importance to the growth of the organization, and our ability to achieve our mission of supporting capacity building globally. You will be responsible for architecting the growth of the product from a technical and operational perspective, and oversee the successful management of existing features.

You will manage a small team overseeing the implementation of your vision. You will report to the VP of Product. This is a full-time role based in Oakland, California. The hiring process will start immediately, and we expect this role to begin in September 2019.

Goals

1. Success in this role will result in the following:

2. Successful delivery of product priorities on a quarterly basis, including managing interdependencies between Product, Engineering, and Partnerships teams

3. Lower our operating costs for the platformContribute to our vision of a bulletproof product

4. Scale the product infrastructure to support 1M+ users while minimizing cost and maximizing reliability

5. Set up the automations (technical and procedural) that allow Philanthropy U to scale the number of courses and course runs

6. Successfully deliver against Partnerships-related requirements, e.g., 100% of requirements successfully implemented

7. Ensure we hit our KPIs for Learner Support, e.g., NPS score of 9+ 

Responsibilities

Your day to day responsibilities will be divided into the following buckets:

General

1. Support delivery of relevant work streams through support agents, Course Operations Associate, and Course Production Associate

2. Socialize goals, strategies, and plans with other functional teams in order to ensure effective execution

Product

1. Collaborate with VP of Product to establish strategy and roadmap for growth and operations

2. Support validation of prioritized themes from Roadmap

3. Coordinate across functional teams within Product, including Analytics, Instructional Design, Product Design, and Engineering in order to deliver working product

4. Oversee development and design of all constituent epics and stories

5. Source and prioritize stories related to the successful operation of existing features

6. Run all related SCRUM ceremonies, including backlog grooming, sprint planning, standup, and retros

Capacity Planning, Automation, and Scaling

1. Establish what we should measure, set targets, and develop a tracking system to monitor progress; iterate as needed

2. Identify areas where manual and rote work can be automated; prioritize these opportunities and feed them into the product roadmap and/or OKRs. E.g., scaling course authoring, or scaling course operations.

3. Identify areas where product improvements are needed to scale effectively; plan for and implement these changes. E.g., quarterly product scaling recommendations delivered via Engineering.

4. Learn, catalogue, and deploy best practices from other orgs related to automation and learner support in order to deliver best-in-class results for Philanthropy U

Learner Support

1. Develop and implement scalable support strategy

2. Drive all support operations, with an eye towards automating this responsibility as much as possible.

Partnerships

1. Scope potential partnerships wrt function, and identify risks/opportunities

2. Manage successful delivery of projects wrt function

Qualifications

As a small technology organization with ambitious goals, we need a hard-charging growth operations specialist who can help our product keep up with user growth. You are able to hit the ground running and start contributing at a high level immediately. You are passionate about creating impact, thrive in uncertain, fast-paced environment, and are looking to make an outsized contribution in a high-growth organization.

Requirements

Role

1. Demonstrated track record of setting and achieving ambitious goals

2. 3+ years of growth operations experience, including scaling a consumer-facing digital product

3. 1+ year of user support-related experience in a high-growth organization

4. Experience working with Agile, and collaborating directly with the engineering SCRUM team

5. Authorization to work in the U.S.

Culture

1. Demonstrated passion for the impact space

2. Thrives in ambiguity and change: We are a startup, so things frequently change significantly.

3. Entrepreneurial: Eager to identify challenges, craft solutions, and drive implementation

4. Some sense of humor. Or at least a strong catalogue of memes.

Preferred Qualifications

1. Experience working in the education technology sector

2. Experience working at a SaaS startup

Tools/Applications

Deep understanding required

1. EdX

2. Jira/Asana

3. NodeBB

4. Mandrill/Mailchimp

5. Zendesk

6. NewRelic

7. Rackspace/AWS

8. Tableau/Google Analytics

Optional

1. SQL

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Role

Project Management

Experience Level

Mid Level

Philanthropy U

Philanthropy University is a free online learning platform that uses technology to train, connect and fund leaders of local social impact organizations in under-resourced communities.

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