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About the Role
The Manager of Product Operations leads the operational support team responsible for CLA's internally developed products, ensuring reliability, operational readiness, support, and continuous improvement. This role partners closely with Product Owners, Developers, Data Engineering, Data Science, Architecture, and Enterprise IT to troubleshoot and maintain high availability of critical platforms.
Responsibilities
- Lead a team of Lead, Senior, and Product Operations Analysts supporting several critical applications.
- Own hiring, coaching, performance management, compensation discussions, and career development.
- Foster technical depth to continuously upskill team.
- Own OKRs and KPIs for internal-facing platforms.
- Drive continuous reduction of incidents through proactive monitoring, RCA follow-through, documentation, and knowledge base.
- Maintain and mature operational readiness playbooks for each supported product.
- Partner with release management, environment stability, and deployment automation.
- Continuously provide feedback to Product Owners and stakeholders to improve product roadmap.
- Coordinate with Data Services on system dependent workflows, integrations, databases, and endpoints critical to product health.
- Support Enterprise IT and business-unit stakeholders as primary escalation point for internal-facing platform issues.
- Align with peer Managers on shared runbooks, knowledge management, use cases, standardization of documentation, and cross-training.
- Serve as trusted advisor to internal business owners.
- Translate technical operational status into business-impact language.
- Identify opportunities to reduce ticket volume through user enablement, self-service, and platform improvements.
- Provide monthly metrics and reports on product health and utilization.
- Represent operational voice in product-roadmap discussions.
- Advocate for technical debt reduction, operational efficiencies, and continuous process improvement.
- Contribute to OKR development for the Product organization.
Requirements
- 8 years relevant experience required.
- Supervisory experience required.
- 5-8 years of application support, application management, IT operations, product operations preferred.
- 3+ years leading support, product, operations or similar teams preferred.
- Strong relationship management skills and ability to work across teams for collaboration preferred.
- Ability to prioritize and see larger vision of organization and how it impacts work and team preferred.
- Working knowledge of enterprise integration patterns, AI-first and Agentic modeling preferred.
- ITIL or equivalent ITSM framework fluency preferred.
- Proven track record of managing operational frameworks and driving continuous improvement preferred.
- Familiarity with ServiceNow (or similar), Databricks, Foundry, Dynatrace, Azure, and modern data-platform operations preferred.
- Experience in professional services, accounting/tax, or similarly regulated industries a plus preferred.
- Position requires <10% travel.
Experience Level
- 8 years relevant experience
- Supervisory experience
- 5-8 years of application support, application management, IT operations, product operations
- 3+ years leading support, product, operations or similar teams
Education Level
- Bachelor's degree is required. Combination of relevant experience, education, and training may be accepted in lieu of degree.
- Degree in Computer Science or related field preferred.
Benefits
- Health, dental, vision, 401k and much more.
About the Company
- CLA is a top 10 national professional services firm where our purpose is to create opportunities every day, for our clients, our people, and our communities through industry-focused wealth advisory, digital, audit, tax, consulting, and outsourcing services.
- Even with more than 8,500 people, 130 U.S. locations, and a global reach, we promise to know you and help you.
- CLA is dedicated to building a culture that invites different beliefs and perspectives to the table, so we can truly know and help our clients, communities, and each other.
Equal Opportunity
- Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
- Click here to learn about your hiring rights.