Product Operations Analyst

About the Role:

Product Operations builds the connective tissue between product and user-facing teams so that Ethos can ultimately deliver more value to more users, faster. As a Product Operations Analyst, you’ll work with both customer facing teams as well as product management and engineering teams to help ensure a smooth experience for our customers. You’ll be expected to help build strong connections with user-facing teams (support, sales, account management, etc) and ensure a tight product feedback loop as issues and product bugs are raised. This is a highly cross-functional individual contributor role, and it will be a critical lever for us to deliver on our mission.

Roles & Responsibilities:

• Be a product quality advocate - Field questions and feature requests from customer facing teams, triage issues surfaced, and work closely with engineers and product managers to identify, size, and fix product bugs
• Triage and resolve a high percentage of technical and product issues being raised by customer facing stakeholders and other users of Ethos technology
• Be the primary point of contact between the product/engineering teams and customer facing teams, communicating product and bug updates out to affected stakeholders
• Work with software engineers and product managers to collect, quantify & prioritize product-related bugs and other challenges to be considered in future development sprints - use sql or other analytical methods to size issues and estimate impacts
• Help up level product and engineering’s understanding of how the product is being used by our customers
• Help execute on continuous improvement to the engagement models between product, engineering and customer facing teams
• Ensure operating team readiness when launching new features and customer experiences
• Be a representative of the customer’s voice as we look to build new features, launch new products, and improve our current customer experience
• Identify and actively build connections with relevant subject matter experts across the company to surface insights, help ensure alignment between different teams, and pave the way for a smoother customer experience

Qualifications and Skills:

• 3+ years of experience in operations, product, or another analytical role
• 1+ year experience with Javascript, Java, or SQL
• Must be able to demonstrate a mix of analytical mindset, technical abilities, and business acumen, with a personal drive to work proactively and take ownership in all you do
• Need a customer focused mindset with a deep understanding of how the user experience can and should shape the direction of the product and processes
• Ability to work in ambiguous environments with little direction and be scrappy about it - We don't have all the answers, but you'll need to find them
• Organized and extremely responsive in following up with requests made of you from the internal stakeholders you’ll be working with
• Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences
• Experience in a high growth technology company
• Bachelor's degree in computer science or engineering related field

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