Product Operations Lead, Core Experience

Job Description

We are looking for a skilled and proactive individual to join our Core Experience team as a Product Operations Lead, Core Experience team member. This role focuses on supporting the production experience for our Calling, Messaging, and Phone Numbers services. You will help ensure operational excellence while driving impact across multiple functional areas. 


What You'll Do
  • Manage and optimize operational processes related to downstream and upstream Communication platforms, products and services 
  • Own and enhance KPI monitoring, data integrity, and reporting to ensure services meet performance benchmarks 
  • Lead proactive evaluation of KPI trends and impact 
  • Develop and maintain vendor and Product support dashboards that report on the health of the business to surface actionable trends and insights to our internal teams and cross-functional partners 
  • Collaborate with product, engineering, and customer support teams to diagnose and resolve operational issues 
  • Build scalable workflows to address recurring operational needs, improving efficiency and reliability 
  • Act as the primary point of contact for third-party vendors and monitor service agreements for reliability and cost-effectiveness 
  • Coordinate cross-functional responses to critical incidents affecting core services 
  • Provide input on operational tooling and dashboards to improve visibility into service health and usage metrics 
  • Lead initiatives to identify cost-saving opportunities across the operational ecosystem 

  • Who You Are
  • 5+ years in product operations, product management, or a related field 
  • A proven problem-solver with a customer-first mentality and a knack for process improvement 
  • A collaborative partner who can bridge gaps between technical and non-technical stakeholders 
  • Detail-oriented with a focus on identifying and mitigating risks before they escalate 
  • Familiar with telecom-related services, such as STIR/SHAKEN, CNAM lookups, or SIP trunk optimization, is a plus
  • Excellent at data analysis and interpretation, bonus points for with experience in using tools like SQL, Redash, or Kibana