Senior Product Operations Specialist - Feature Rollouts

HoneyBook

HoneyBook

Product, Operations
San Francisco, CA, USA
Posted on Wednesday, May 1, 2024

HoneyBook is the leading clientflow management platform that makes it easy for independent business owners to sell and deliver their services online. Offering powerful tools for communication, contracts, invoicing, payments, and more, the platform puts independent professionals in control of their process and client experience. HoneyBook is trusted by over 100,000 service-based businesses in the United States and Canada that have booked more than $12 billion in business on the platform.

Our culture is built on five core values that inform everything we do. We encourage collaboration, feedback, ownership, and have a growth mindset. We know experience comes in many forms, some visible on your resume, others not. No one candidate will be a 100% perfect match to our description, so if you thrive in a fast-paced, intellectually-charged environment and have similar experience to what we are looking for, we encourage you to apply.

As a Senior Product Operations Specialist, your North Star is creating a frictionless experience for our members (customers) leading up to and during product releases. You will understand your product area deeply, and will enable our Support and Education teams by applying your product expertise to product launches, user support needs, and training. You'll also partner with cross-functional product development teams, providing recommendations that you cultivate as a result of analyzing user support trends and other data.

As a Senior Product Operations Specialist, you’ll advocate for and represent the voice of both the member and Support, and ensure feature rollout readiness (for Support and Education teams). Success in this role means properly project managing cross-functional activities to ensure all relevant stakeholder teams are informed and fulfilling project deliverables, advocating for and representing the member by surfacing meaningful feedback on designs, conducting deep dives and proactively uncovering and surfacing trends, and aligning member feedback with company goals and objectives. You are meticulous and can work through ambiguity by focusing on your North Star as a Senior Product Operations Specialist.

What you'll work on:

  • Project manage cross-functional activities for all customer facing teams and prodev teams, ensuring deliverables are met
  • Provide data-driven insights and member feedback to Product teams during product release meetings to support their goals, influence their direction, and help create a positive member experience
  • Effectively and efficiently communicate with and manage a wide range of stakeholders including, Product Marketing, Product Management, Engineering, Education, and Support teams
  • Represent Member and Support POV in cross-functional meetings and more broadly within the company by providing feedback and surfacing trends pertaining to both new and existing features/ products coming to market
  • Partner with product release members in early stage feature design to ensure a smooth roll out
  • Proactively flag support case insights surfaced following new feature releases and feature updates for new and existing releases for assigned product area to appropriate pro-dev teams
  • Ensure Support team readiness for new releases by partnering with Product Marketing and Product Management on Support training as needed, and updating support content
  • Lend skills as a member advocate to adhoc company projects
  • Function as a resource for the product release team, as well as the broader organization on Support processes and insights

What we're looking for:

  • 3-5 years experience in a customer experience related operations or project management role, or other relevant experience; experience in a SaaS environment preferred
  • Proven business acumen, problem solving skills, and critical thinking skills
  • Strong project management skills and the ability to foster collaboration and facilitate teamwork as a project lead, executing within release timelines
  • Demonstrated ability to autonomously and effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
  • Strong analytical skills, with the ability to see the big picture, identify trends, and eventually formulate and present analyses to influence change with both technical and non-technical stakeholders
  • Outstanding interpersonal skills and empathy for customers
  • Highly organized and comfortable working with cross functional stakeholders across a variety of ad hoc initiatives
  • Outstanding written and verbal communication with all levels of the business from Member Support to C-level
  • Operate and execute with a sense of urgency to achieve business outcomes
  • Hands-on and willing to get hands dirty on execution

The good stuff:

  • Mission driven: You'll be joining more than just another startup—our members are at the heart of everything we do.
  • Impact: We move quickly and encourage every employee to push the envelope. Our best ideas come from out-of-the-box-thinking and innovation; be ready to fail fast and often!
  • Compensation: We offer a competitive salary and meaningful equity grants.
    • Comp range: $88,000-$110,000 base pay
  • Benefits + Perks: From wellness programs to open paid time off and exceptional family leave policies, the health and happiness of our employees is foremost.

Our core values:

  • People come first: We prioritize people as we explore opportunities and work through challenges.
  • Raise the bar: We push for greatness—for ourselves, each other, and our members.
  • Own it: Trust and ownership let us make decisions with confidence.
  • We love what we do: We bring passion to our work and love what we create for our members.
  • Keep it real: Authenticity, respect, and transparency are at our core.

The opportunity at HoneyBook is huge – our primary customers today are creative businesses that generate in aggregate $150B in revenue per year in the US. Founded in 2013, HoneyBook is based in San Francisco and Tel Aviv, has raised $498M and is funded by Tiger Global Management, Norwest Venture Partners, Aleph, Hillsven Capital, OurCrowd, Durable Capital Partners LP, Vintage Investment Partners, Battery Ventures, Citi Ventures, Zeev Ventures and 01 Advisors.

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HoneyBook is committed to diversity, inclusion and belonging and is proud to be an equal opportunity employer. We do not tolerate discrimination and do not make hiring or employment decisions on the basis of race, religion, color, national origin, sex, gender identity, age, disability, marital status, veteran status, or other applicable legally protected characteristics. We also consider qualified applicants with arrest and conviction records in accordance with the San Francisco Fair Chance Ordinance. We strive for the best candidate experience for all applicants and if you need special assistance, please let us know.

At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your responses will be used to help us identify areas of improvement in our recruitment process. We can only see aggregate responses and are unable to view individual responses. In fact, we aren’t even able to see if you’ve responded or not! Responding is your choice and it will not be used in any way in our hiring process.

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