Note: The job is a remote job and is open to candidates in USA. ProShop ERP is a company dedicated to empowering manufacturers with innovative software solutions. They are seeking a Product Operations Manager to enhance the effectiveness of the product team by managing customer insights, analytics programs, and operational artifacts, ensuring seamless collaboration across departments.
Responsibilities
- Own the end-to-end VOC program for product: collecting, synthesizing, and distributing customer insights from NPS, support signals, sales calls, and Gong/call analysis
- Deliver actionable synthesis, not raw data to product, PMM, CX, and leadership so teams can act on what customers are saying
- Build and maintain systems and tools for routing the right insights to the right teams at the right time
- Own CAB end-to-end: recruit and manage the member list, set cadence and agenda, facilitate sessions when needed, and close the loop with participants
- Translate CAB conversations into structured input that directly informs roadmap and prioritization discussions
- Own the Early Access group. Helping recruit the right customers, coordinating with PMs on what is being tested, and managing communication cadence so participants feel valued and stay engaged
- Gather and synthesize structured feedback during access periods to support go/no-go and refinement decisions
- Own and administer Pendo as the primary product analytics tool — ensuring features, pages, and events are properly tagged and instrumentation is accurate and up to date
- Partner with Engineering and Product to audit tagging coverage, close gaps, and maintain data integrity so adoption reporting can be trusted
- Establish and enforce tagging standards and naming conventions so data is consistent across the product and over time
- Own creation and maintenance of product adoption metrics and key product KPIs including feature adoption, engagement trends, and usage patterns by customer segment
- Build and maintain the dashboards and reports that PMs and leadership rely on to understand product health and make prioritization decisions
- Connect quantitative usage data with qualitative VOC signals to surface the insights that matter most
- Work closely with PMM, CX, Sales, and Support to ensure the right product context flows to the right teams ahead of launches and updates
- Assist in writing and producing the artifacts the product team needs: such as product briefs, internal and external release notes, screenshots, demos, etc
- Own the quality and timeliness of these outputs. This is a producing role, not a delegating role
- Using AI tools daily to automate repetitive PM workflows — call transcript summarization, feedback tagging, competitive intel pulls, release note drafts, and research briefs
- Treating AI as a force multiplier for synthesis and insight, not just documentation
- Building automated processes that keep data and reporting current without manual overhead
- Continuously identifying the next workflow to accelerate and then actually building it
Skills
- 3–6 years in product management, product operations, project management or a closely related role at a B2B SaaS company
- Startup or small-team background strongly preferred — you are used to doing more with less and do not need heavy direction
- Genuinely hands-on with AI tools in your current or recent work — you use them daily to move faster, not as an experiment
- Able to identify a repetitive workflow and independently build an AI-assisted solution for it
- Experience with Pendo or a comparable product analytics platform (tagging, instrumentation, reporting)
- Strong written communication — you produce clear, crisp deliverables that do not need heavy editing
- Analytically comfortable — you can work with product usage data, build a dashboard, and tell a story from metrics
- Customer-facing confidence — you can run a CAB session, interview a customer, and synthesize what you heard
- Cross-functional savvy — you know how to work with PMM, Sales, CX, and Engineering without creating noise
- Experience in ERP, manufacturing software, or industrial SaaS is a plus but not required
Benefits
- Comprehensive Health Benefits: Enjoy coverage with extended health benefits, including health, vision, and dental care. Your well-being is our top priority!
- Generous Retirement Savings: We match your RRSP or 401(k) contribution up to a maximum, helping you build a secure financial future.
- Paid Time Off: Recharge with ample paid time off, because we believe a balanced life is a successful life.
- Competitive Compensation: Receive a salary and benefits package that reflects your experience and skills, recognizing and rewarding your value to our team.
- Dynamic & Supportive Team: Join a high-achieving, collaborative team that values invocation, supports growth, and celebrates success together.
- Remote Work: Enjoy the flexibility of remote work opportunities, while staying connected with our team. You are welcome to our Bellingham, WA office as much as you’d like.
- Winter Break: We are closed from December 25th to January 1st annually, allowing our team to enjoy the festive season with their loved ones without affecting their vacation balance.
Company Overview
ProShop is a proprietary ERP, MES and QMS software package that was developed over 17 years while the owners were growing Pro CNC Inc., one of the largest machine job shops in the Pacific Northwest, culminating in a successful sale of the company in 2014. It was founded in 2008, and is headquartered in Vancouver, British Columbia, CAN, with a workforce of 51-200 employees. Its website is https://www.proshoperp.com/.