Product Operations Analyst

Job Description

Product Operations builds the connective tissue between product and user-facing teams so that Ethos can ultimately deliver more value to more users, faster. As a Product Operations Analyst, you ll work with both customer facing teams as well as product management and engineering teams to help ensure a smooth experience for our customers. You ll be expected to help build strong connections with user-facing teams (support, sales, account management, etc) and ensure a tight product feedback loop as issues and product bugs are raised. This is a highly cross-functional individual contributor role, and it will be a critical lever for us to deliver on our mission. Roles & Responsibilities: Be a product quality advocate - Field questions and feature requests from customer facing teams, triage issues surfaced, and work closely with engineers and product managers to identify, size, and fix product bugs Triage and resolve a high percentage of technical and product issues being raised by customer facing stakeholders and other users of Ethos technology Be the primary point of contact between the product/engineering teams and customer facing teams, communicating product and bug updates out to affected stakeholders Work with software engineers and product managers to collect, quantify & prioritize product-related bugs and other challenges to be considered in future development sprints - use sql or other analytical methods to size issues and estimate impacts Help up level product and engineering s understanding of how the product is being used by our customers Help execute on continuous improvement to the engagement models between product, engineering and customer facing teams Ensure operating team readiness when launching new features and customer experiences Be a representative of the customer s voice as we look to build new features, launch new products, and improve our current customer experience Identify and actively build connections with relevant subject matter experts across the company to surface insights, help ensure alignment between different teams, and pave the way for a smoother customer experience Qualifications and Skills: 3+ years of experience in operations, product, or another analytical role 1+ year experience with Javascript, Java, or SQL Must be able to demonstrate a mix of analytical mindset, technical abilities, and business acumen, with a personal drive to work proactively and take ownership in all you do Need a customer focused mindset with a deep understanding of how the user experience can and should shape the direction of the product and processes Ability to work in ambiguous environments with little direction and be scrappy about it - We dont have all the answers, but youll need to find them Organized and extremely responsive in following up with requests made of you from the internal stakeholders you ll be working with Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences Experience in a high growth technology company Bachelors degree in computer science or engineering related field