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About the Role
We are seeking a Product Operations Manager to act as a liaison between BizOps and Product teams, leveraging technical product knowledge for customer-facing scenarios. This role involves establishing and leading the BizOps Product Operations function, overseeing a team of analysts, and driving key initiatives to enhance processes for translating product knowledge into customer interactions and vice versa. The ideal candidate is an operator and builder who can identify opportunities, structure ambiguous problems into projects, and coordinate execution across departments. Responsibilities include staying close to frontline work, reviewing ticket quality, identifying recurring issues, and improving processes, tooling, and automation. This role also involves supporting the onboarding and professional development of new team members, modeling operational excellence, and defining the standard for Product Operations at exacare ai. The ultimate goal is to connect frontline customer needs with effective product and operational improvements, building a proactive, scalable, and impactful Product Operations function.
Responsibilities
- Lead Product Operations projects: Identify improvement opportunities, operational gaps, and future capacity risks. Turn them into clear, actionable initiatives and drive progress from definition through completion.
- Create structure around execution: Establish well-defined Linear projects with clear objectives, context, measurable goals, proposed solutions, milestones, owners, and actionable tickets.
- Coordinate cross-functional work: Partner closely with BizOps, Product, Engineering, and other teams to move initiatives forward, clarify ownership, and resolve dependencies.
- Inform team priorities: Give leadership clear insight into Product Operations priorities, risks, progress, and achievements, including maintaining the function’s key priorities in weekly operational planning.
- Build deep product and exacare knowledge: Develop a deep understanding of the exacare platform, customer workflows, and current product state by building a team of subject matter experience and engaging across relevant operational, engineering, and product channels.
- Raise the quality of frontline ticketing: Monitor support ticket quality and identify opportunities to improve investigation, written communication, documentation, escalation practices, and resolution outcomes.
- Improve processes and automation: Analyze frontline workflows to uncover recurring friction, eliminate unnecessary manual work, and develop more effective processes, tooling, and AI-enabled automations.
- Turn frontline insights into improvements: Identify patterns across customer questions, product issues, and internal workflows. Partner with the appropriate teams to address root causes and improve both the product and the customer experience.
- Support onboarding and ramp: Help new team members build confidence and product knowledge by answering questions, sharing templates, documenting best practices, and modelling strong operational judgment.
- Coach and develop team members: Lead regular professional development conversations, beginning bi-weekly during a team member’s first three months and transitioning to a monthly cadence thereafter.
- Set clear development expectations: Provide specific, actionable feedback; incorporate each team member’s perspective; define how improvement will be demonstrated and tracked; and maintain an open dialogue about satisfaction, workload, and capacity.
- Contribute to formal performance reviews: Prepare thoughtful input for 30-, 60-, and 90-day reviews and subsequent six-month reviews, involving the BizOps Lead or VP of Operations when appropriate.
Requirements
- 5+ years in Product Operations, Business Operations, Customer Operations, Support Operations, or a similar role within a fast-moving technology company, preferably in B2B SaaS.
- A strong track record of taking very ambiguous problems, creating structure around them, and driving cross-functional initiatives through execution.
- Ability to identify risks, prioritize effectively, clarify ownership, and balance immediate needs with longer-term scalability.
- Curiosity about how products work and skill at connecting frontline feedback, customer needs, and operational data to meaningful product improvements.
- Enjoyment in finding patterns, addressing root causes, and building repeatable processes that improve how teams work.
- Comfort investigating product issues, asking effective clarifying questions, collaborating with technical partners, and developing a deep understanding of complex workflows.
- Clear, concise, and accurate written communication across project documentation, stakeholder updates, tickets, and feedback conversations.
- Ability to build trust across teams, communicate effectively with different audiences, and move work forward even when not directly managing everyone involved.
- Knowledge of how to evaluate frontline work, recognize coaching and process opportunities, and identify workflows that can be improved through tooling or automation.
- Experience onboarding colleagues, giving actionable feedback, supporting professional development, or helping others improve their performance; experience managing a team.
- Initiative, follow-through on commitments, and comfort taking responsibility for outcomes in an evolving environment.
- Active seeking of feedback, investment in personal development, and motivation to deepen knowledge of healthcare, technology, and AI.
Skills
- Product Operations
- Business Operations
- Customer Operations
- Support Operations
- Project leadership
- Operational judgment
- Product orientation
- Systems thinking
- Technical comfort
- Written communication
- Cross-functional influence
- Quality mindset
- Automation mindset
- Coaching
- Team management
- Leadership
- Ownership
- Continuous learning
- Building AI-enabled operational workflows
- Scaling Product Operations
- Scaling Support Operations
- Scaling Business Operations
- Healthcare technology
- AI
- B2B SaaS
Location
- Downtown Toronto
Work Type
- Hybrid
Experience Level
- 5+ years
Benefits
- Competitive salary
- Equity in a high-growth startup
- Flexible PTO
- Medical coverage
- Dental coverage
- Vision coverage
- Great startup culture
- Company off-sites
About the Company
- exacare ai is a high-growth startup focused on developing software that aids teams in delivering better care. Our core values emphasize talent, customer partnership, patient focus, ownership, speed, radical candor, and teamwork.