Product Ops Manager at Affinitiv

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Join our award-winning A-Team! 

Ready to produce exceptional results with exceptional people?  Get in touch, we would love to get to know you. 

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
  • 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

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.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • AzureLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • PendoAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • DocuSignCRM
    • HubSpotCRM
    • SalesforceCRM
    • O365Email

Location

We are located in the southwest corner of The Loop, right on the river! Just over the bridge from Union & Ogilvie and a few blocks from two L stops.

What are Affinitiv Perks + Benefits

Affinitiv Benefits Overview

Every employee is valued at Affinitiv and our employee's health and well‑being are important to us. We are proud to provide employees and their dependents with valuable and significant benefits. You and your family have unique needs, which is why Affinitiv offers a variety of benefit plans from which you may choose.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Affinitiv's C -Suite is 38% diverse including our CEO, Sid Nair. Affinitiv recently launched a Diversity charter & Inclusion council to celebrate our differences, drive business success & have fun!
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
The Affinitiv Diversity Council is BRIDGE: Building Real Inclusion via Deliberate Growth and Empathy.BRIDGE is a group of Affinitiv team members & leaders focused on diversity, equality & inclusion.
Hiring Practices that Promote Diversity
At Affinitiv, we celebrate diversity, equality, and an inclusive environment. Affinitiv is committed to providing an environment of mutual respect and where differences are celebrated.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
The purpose of the plan is to provide all employees at Affinitiv with a financial interest in the success of the company and to reward efforts in contributing to that success. We win together!
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
8 hours annually to get involved in your communities and make a difference
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Affinitiv partners with Perkspot so our employees can enjoy a variety of discounts including fitness!
Home Office Stipend for Remote Employees
$150 reimburesment
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Customized development tracks

Additional Perks + Benefits

At Affinitiv, we embrace "work from here" culture, so wherever that might be we are open and flexible on work location arrangements during our core business hours of 8-5 CST.
Affinitiv also offers a discount program through PerkSpot, which offers Affinitiv employees 30,000 national and local discounts including mobile services, travel, health, food and restaurants, tech, wellness, financial services, gym memberships, and more!

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