Product Operations Lead, Voice of the Customer

| Chicago | Remote | Hybrid
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At Sprout Social, our business is our product. We build software used by 30,000+ organizations to create stronger relationships with their customers and create the world's most beloved brands. In order to succeed, we need to be relentless about building superior software and solving hard problems on our customers' behalf. This approach has earned Sprout awards both for our software (G2 Crowd) and our culture (Glassdoor). While we appreciate the recognition, we know we can get so much better.
Sprout's Product Operations team is responsible for helping us achieve product excellence and rigor in our product team's processes. This includes program management, data analysis, inter-departmental communication, new-hire onboarding, dissemination of product knowledge internally, product feedback analysis and presentation, ownership of the product team's tech stack and more. And we are looking for a Product Operations Lead to help support the future and processes of Sprout's Voice of the Customer program.
As a member of the product management team, you'll own improving the way we collect feedback to better understand the customer experience and capture trends. In your role, you will develop a deep understanding of Sprout's product and domain through direct interaction with our CEO, co-founders and other senior leaders in Product Management, Engineering, and Design. You'll leverage technology, data science, and data analytics to analyze qualitative and quantitative customer feedback. You'll be sharing your plans, work-in-progress, and results with other product teams, marketing, sales, finance, success, and any other partners vital to your team's success. You'll also be thinking about how to measure the impact of your work and adjusting your plan based on what you've learned.
You will also serve as one of the senior leaders of the overall product management team at Sprout. Our product organization has quadrupled over the past four years. This creates new scale and also new needs. We believe there is much we can do to become stronger as a team and you will be a key part of this.
We're looking for a leader with strong, empathetic leadership principles that align with our company values. If you have experience influencing without authority in a cross-functional, team-oriented environment, and a track record of successful results to achieve the same, we'd love to talk to you!
Qualifications
These are the minimum qualifications that our hiring team is looking for in this role:

  • 6+ years of experience in product management, business operations, program management, management consulting, or operations
  • Experience building a voice of the customer program from 0 to 1, working with customer insights, or developing customer experience analytics
  • Data analysis experience; Including extracting insights from both qualitative and quantitative data sets systematically and at scale.
  • Experience organizing, analyzing, and presenting qualitative and quantitative data, and building models to support decision-making.


Additionally, these are the preferred qualifications that would indicate a particularly strong candidate:

  • Cross-functional leadership and relationships working company-wide with teams like design, engineering, operations, success, sales, support, and more
  • Exceptional verbal and written communication; including small group discussions, large-scale presentations, or to executives
  • Strategic thinker with experience in change management and organizational design
  • Ability to inspire, motivate and evangelize
  • Experience pulling and analyzing data from databases (Redshift, SQL, etc)


Within 1 month you will...

  • Experience Sprout's in-depth onboarding, covering everything from our company mission and values, hearing directly from executives and founders, to deep training on our products and the value that Sprout delivers to our customers
  • Begin to build relationships with the PM team as well as across engineering, design, sales, and Sprout's company executives.
  • Familiarize yourself with the structure of our Product Org and how teams are set up
  • Do a deep dive into our internal Product Knowledge Base to understand the application and functionality
  • Try using the Sprout product yourself-to see it the way a customer does.


Within 3 months you will...

  • Do a deep dive into all existing systems, processes, and methods for storing the quantitative and qualitative signals that come into the product team every day. This includes, but is not limited to sales dealbreakers, user feedback, closed lost reasons, support tickets, community posts, and more.
  • Learn all of the Product tools in our tech stack-Pendo, Mixpanel, Productboard, Fullstory, Jira, Confluence, and more-and familiarize yourself with options available
  • Start identifying problems and opportunities for improvement, and deliver insights to key Product stakeholders
  • Begin leveraging technology to analyze structured and unstructured feedback at scale and uncover previously hidden insights.


Within 6 months you will...

  • Own your first project to share actionable insights that enable data-driven strategic decisions and inspire change
  • Begin to influence our tooling and systems for automating insights, analysis, and customer feedback
  • Act as a culture and process leader for the overall Product Operations team
  • Begin designing a plan for end-to-end ownership of one key OKR to help meet business objectives


Within 12 months you will...

  • Own process for closing the feedback loop with customers and internal teams
  • Establish credibility and trust across your team and key internal partners to be able to become an effective coach and advocate
  • Begin owning your performance against business goals and metrics
  • Be ready to help solve the next phase of team problems -- including things we maybe haven't even anticipated yet!


Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.
About Sprout SocialSprout Social powers open communication between individuals, brands and communities through elegant, sophisticated software. We are relentless about solving hard problems for our customers and committed to both customer and team success. Our team's shared belief in Sprout's mission promotes a culture of openness, empowerment and fun.
We're proud to regularly be recognized for our team, product and culture. Our benefits program includes:

  • Insurance and benefit options that are built for both individuals and families
  • Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
  • High-quality and well-maintained equipment-your computer will never prevent you from doing your best
  • Wellness initiatives to ensure both health and mental well-being of our team
  • Ongoing education and development opportunities via our Grow@Sprout program, employee-led diversity, equity and inclusion initiatives and mentorship programs for aspiring leaders
  • Growing corporate social responsibility program that is driven by the involvement and passion of our team members
  • Beautiful, convenient and state-of-the-art offices in Chicago's Loop and downtown Seattle, for those who prefer an office setting


Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. For those that prefer an office setting, this role may be based in our Chicago or Seattle locations. If you prefer to work from your home, we can accommodate that for many locations across the United States. We are not set up in all states, however, so please take a look at the drop down box in our application to see whether your state is listed.
Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate based on identity- race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Learn more about our commitment to diversity, equity and inclusion in our 2021 DEI Report .
If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including requests for accommodation. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster (2) Sprout Social's Affirmative Action Statement (3) Pay Transparency Statement .
When you apply for employment with Sprout Social, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references as necessary to consider your job application for open positions. For more information about our privacy practices please visit our Privacy Policy. California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.
Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law. #LI-Remote

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • SalesforceCRM

Location

131 S Dearborn, 7th Floor, Chicago, IL 60603

An Insider's view of Sprout Social

What’s the vibe like in the office?

We are invited to bring our authentic selves to work. The result is a culture without pretense.

Aja Saunders

Receptionist Systems Specialist

What's the biggest problem your team is solving?

The Growth Activation squad is focused on the challenge of retaining trial users and converting them into subscribers. We find solutions by A/B testing our features, using data science for quantitative analysis, using user interviews for qualitative analysis and working with other teams at Sprout on Growth strategies.

Andrew Kos

Senior Software Engineer

How has your career grown since starting at the company?

When I first joined Sprout, I could count the entire Sales team on one hand. Since then, my career has taken a variety of paths, from training and enablement to assisting our Sales team from a strategic perspective as a Solutions Engineer. Thanks to a workplace environment that fosters growth, I’ve been able to advance my career at Sprout.

Jordan Balkin

Solutions Engineer, Sales & Success

How do you empower your team to be more creative?

Instead of turning down ideas that seem unattainable, we encourage our teams to think through how we can solve challenges in unique ways. By testing and experimenting, we create an environment that fosters innovation and promotes creative thinking.

Jamie Gilpin

CMO

What's something quirky about your company?

At the conclusion of our company wide Kickoff party, tubs of McDonalds cheeseburgers mysteriously appear and rain down on us like a blizzard in the Chicago winter. But a good blizzard.

Molly Jones

Senior Employee Experience Manager

What are Sprout Social Perks + Benefits

Sprout Social Benefits Overview

We’re proud to regularly be recognized for our team, product and culture. Our benefits program includes:

- Insurance and benefit options that are built for both individuals and families
- Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
- High-quality and well-maintained equipment—your computer will never prevent you from doing your best
- Wellness initiatives to ensure both health and mental well-being of our team
- Ongoing education and development opportunities via our Grow@Sprout program, employee-led diversity, equity and inclusion initiatives and mentorship programs for aspiring leaders
- Growing corporate social responsibility program that is driven by the involvement and passion of our team members
- Beautiful, convenient and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

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