The Team Product Operations is a team in our Product & Engineering organization reporting into our Product Chief Operating Officer. The main objective of Product Operations is to help our product management function scale well. We do so by establishing consistent cross-functional practices and frameworks (e.g. for roadmap planning, product launches, feature requests, ..), executing programs & projects to enable product managers to manage their tasks with low friction, as well as facilitating and aggregating business, customer, and market data & insights.
The Product Operations Manager acts as trusted advisor and business partner to Product Management while working cross-functionally with engineering operations, go-to-market and many more departments in the rest of the company (Marketing and Communications, Legal, InfoSec, Data Protection, Enablement, Partner Management, Customer Value Org, Finance, ..).
Your Role
You will be owning the execution of some of our most important processes in the product organization. You will be responsible for running these processes as well as for making them more efficient by e.g. implementing automations.
Our most important processes include:
Feature request process = how we collect and manage requests for new product features from customers and our go-to-market (GTM) departments
Product review meetings = how we drive alignment make decisions regarding the product's development, features, and direction
Early customer engagement programs = how we interact with customers early in the development lifecycle for new product features to get their feedback and iterate quickly
Product launches = how we launch new products across 10+ departments including Technical Writing, Legal, Support, Enablement, Commercials, Marketing & Comms, and GTM Strategy
Your Job As a starting point, you will execute our feature request (FR) process. Based on your capacity and your progress, your scope can increase over time to owning the execution of other important processes as described above.
The FR process allows our customers, partners, and our go-to-market (GTM) departments to submit requests for new product features to the Product & Engineering (PnE) team. The requests get regularly assessed by the PnE team. The FR process is a very important process for the company - it's the most popular feedback channel to the PnE teams and helps the product managers in making better roadmap decisions by getting more insight into what customers need and are asking for.
Your job is twofold. On the one hand, you are responsible for the day-to-day operations and executing this process end-to-end. On the other hand, you are responsible for increasing the efficiency of executing the process, as an example by means of simplifying particular steps in the process, implementing automations, etc. Given that Celonis has more and more customers with more and more users who are requesting new features, continuously increasing the efficiency of the process is absolutely essential to maintain a great customer experience.
The FR process is a great way to get started with your career in the product organization - it allows you to gain broad and deep insights into the product, understand what customers need and why, and interact directly with our product managers to understand how they are qualifying those requests and how they use them to inform their roadmap.
Your Tasks Here are some specific jobs to be done in the current FR process that you will own:
Analyze and qualify new incoming FRs to ensure information is complete and they are routed to the right product team Lead a weekly assessment council with senior colleagues from both the product and GTM organization to identify which of the incoming FRs are critical and require immediate attention Follow up with the product team on the critical requests to ensure a great customer experience for the evaluation of those Lead the quarterly FR assessment cycle so that the product teams evaluate all (also the non-critical) feature requests Govern all requests in the backlog continuously to ensure complete information and timely response Make the process execution more efficient, e.g. by implementing automations Monitor lead times for the FR assessment and response times to the customer and build analytics / dashboards as required The Qualifications You Need Technical Bachelor's or Master's degree, such as in Computer Science. Strong communication skills with a keen interest in interacting with potential customers. Demonstrated ability to understand and empathize with customers' needs and challenges. Ability and willingness to tackle complex problems using both quantitative and qualitative approaches. A proactive attitude, taking initiative and driving tasks to completion. Strong verbal and written communication skills (including fluent English) Availability as soon as possible for 3-6 months (full-time)
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