Product Ops Manager
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Affinitiv is the largest provider of end-to-end, data-driven marketing and software solutions exclusively focused on the automotive customer lifecycle. Backed by 20+ years of automotive and marketing expertise, we pride ourselves on being the go-to experts in the industry. Not only do we work with over 6,500 dealerships and every major manufacturer in the country, we’re well-versed in OEM standards and the intricacies of a dealership or group’s local business.
The Product Ops Manager within the Product team will be a shared resource across the product management organization for better data visibility. He/She will be responsible for administrative and organizational tasks from the Chief Product Officer and Product Managers. The incumbent will support the rest of the organization by proactively providing information such as product knowledge, roadmap updates, experimentation schedules, and product data.
Position Responsibilities:
- Gather and organize product data:
- Maintain the PMO tech stack and establish best practices internally
- Keep inventory of tools we use in support of our product, what we use them for, and points of contact
- Champion data hygiene by keeping data clean and up to date
- Leverage the data (end user navigation behaviors, product defects, end user inputs, A/B test results) to support decisions
- Run experimentation processes:
- Create and maintain user segments for A/B tests and trends analysis
- Compare user cohorts and determine behavior patterns that are successful vs. struggling
- Test different onboarding flows to see which are most effective
- Measure and compare user engagement and adoption of new features for different user segments
- Collect Customer Feedback:
- Set up and maintain surveys (establish schedules, monitor feedback and reply to comments, establish benchmarks and monitor the trends of sequential surveys, identify reasons for any change in metrics
- Monitor customer feedback channels and feed that info to the Customer Success team and Product Owners
- Monitor feature requests pages and prioritize feature requests for Product Managers
- Training and Enablement:
- Maintain the systems for capturing and updating product knowledge
- Establish best practices for creating and publishing content
- Prioritize new content creation based on help center insights, top recurring support tickets
- Drive more traffic to help centers and feature request pages
- Create, maintain, and coordinate release activities and communication plans
- Implement internal/external product training
- Create help/training resources in preparation of product/feature launches
- Maintain the systems for capturing and updating product knowledge
- User Onboarding:
- Design and tailor in-app onboarding for each unique type of user based on the unique user workflow, such as onboarding for a service manager vs. sales manager vs. internal support rep
- Announce features in-app to increase awareness of new updates after successful experiment
- Analyze Data
- Define key metrics to determine the success of products
- Stickiness –measures how many users return on a regular basis (DAU/MAU; WAU/MAU)
- Feature adoption – measure usage for a software product’s specific feature. (Percentage of features that generate 80% of click volume)
- Retention – measure how many users continue using an app during a given period of time. (Percentage of users retained in the first three months of usage)
- Product Engagement Score (PES) – Average of (DAU/MAU), feature adoption, and app retention (at month 3)
- NPS – measures how likely customers are to recommend a product
- Establish KPIs targets
- Define key metrics to determine the success of products
Position Requirements:
- Tools:
- Pendo
- MixPanel
- Zendesk Support
- Zendesk Guide
- ProductPlan
Work from Here
At Affinitiv, we have the best of both worlds. Our team members have embraced remote work and our Work from Here program allows for remote working and the utmost flexibility while keeping in person collaborating thriving in a safe work environment. Our Work from Here approach gives team members a choice to work on campus or remote, leaders can hold in person or virtual team meetings to collaborate and cultivate relationships.
Affinitiv knows you have interests outside of work, which is why we offer a comprehensive benefits package that includes medical, dental, vision and 401K effective day 1 just to name a few. We also offer generous PTO so you can enjoy off time with family and friends.
At Affinitiv, we celebrate diversity, equality, and an inclusive environment.
Affinitiv is committed to providing an environment of mutual respect where equal employment opportunities are extended to all employees and applicants for employment. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
All aspects of employment are decided on the basis of qualifications, competence, merit, and business needs. Affinitiv is proud to be an equal opportunity employer.