Senior Product Operations Manager

About this role

Company Overview:

Everything we do is for educators. We’re partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students’ lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.

POSITION SUMMARY

This position is responsible for building and running the operating systems that help Follett Software’s product organization scale across a multi-product portfolio. The Sr. Product Operations Manager partners across Product, Design, Engineering, Sales, Marketing, Customer Success, Support, and leadership to create clear operating cadence, trusted insights, and repeatable launch and prioritization practices that help teams move faster with better alignment.

This role serves as a horizontal force multiplier across the full suite and sits within the Platform & Design line. The Sr. Product Operations Manager owns the rhythms, frameworks, product management tooling, and evidence infrastructure that help product leaders make better decisions, reduce operational drag on Product Managers, and maintain a consistent view of roadmap progress, customer signals, competitive movement, and product performance.

Success in this role requires strong judgment, systems thinking, analytical rigor, and exceptional cross-functional collaboration. This role also contributes to modern AI-enabled product work by helping the organization use AI tools responsibly for research, synthesis, reporting, and workflow automation while maintaining strong human accountability.

POSITION SCOPE

• Own the product operating cadence across the portfolio, including planning rhythms, roadmap reviews, launch readiness, business reviews, and status communication that keep teams aligned without slowing them down.

• Build and maintain prioritization, intake, and decision frameworks that help product leaders evaluate tradeoffs clearly and consistently across suites, strategic initiatives, and shared platform dependencies.

• Own and improve the product management tooling strategy across the portfolio, including the systems, workflows, documentation, and data hygiene that make planning, prioritization, reporting, and cross-functional coordination trustworthy, scalable, and useful to product leadership and the CPTO.

• Partner with Product Managers, Product Designers, Engineers, and Program Managers to reduce operational friction, improve clarity of ownership, and create repeatable ways of working from discovery through launch and post-launch review.

• Own product launch readiness practices, including cross-functional coordination with Marketing, Sales, Customer Success, Support, and Enablement so launches are well-scoped, well-communicated, and operationally ready.

• Build and maintain a living view of the competitive landscape, including established competitors, adjacent entrants, and AI-native challengers, and convert that signal into battlecards, win/loss themes, and actionable recommendations.

• Run structured win/loss and churn synthesis in partnership with go-to-market teams and translate recurring patterns into product, pricing, packaging, positioning, and roadmap inputs.

• Turn product usage data, customer feedback, support trends, market research, and field input into decision-ready insight on adoption, engagement, retention risk, and feature impact.

• Partner with teams working across Pendo, Gong, Salesforce, NPS, CRM, and related systems to define the right metrics, improve signal quality, and create self-serve dashboards and health views for product leadership.

• Stand up and evolve automated product-health monitoring that helps the organization identify emerging issues, adoption gaps, and opportunities earlier.

• Create and maintain the templates, repositories, playbooks, workflow standards, and tooling conventions that allow the product organization to scale without each team rebuilding its own operating model.

• Support AI-enabled product and operational workflows by defining where automation helps, where human review is required, and what good evidence looks like before AI-generated analysis informs decisions.

• Other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree or equivalent experience in Business, Product Management, Operations, Engineering, Analytics, or a related field.

• 5–7 years of relevant experience across product operations, product management, program management, strategy, business operations, product analytics, or a similar cross-functional role in a SaaS or software environment.

• Demonstrated experience building operational systems, cadences, or decision frameworks that scaled product organizations rather than supporting only one-off initiatives.

• Strong understanding of modern product operating models, including portfolio planning, launch readiness, product development workflows, feedback loops, and metric design.

• Demonstrated ability to synthesize data from multiple sources and translate it into clear recommendations for product and executive leaders.

• Experience working closely with Product, Design, Engineering, revenue teams, and customer-facing functions to drive alignment without formal authority.

• Experience with product analytics, customer feedback, and collaboration tools such as Pendo, Gong, Salesforce, Jira, Confluence, product roadmap tools, spreadsheets, or similar systems.

• Strong written communication and executive presentation skills, including the ability to create decision-ready briefs, scorecards, dashboards, an

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