Product Operations Lead

Job Description

This role is located in Somerville, MA – We are a hybrid work environment and are in the office 3+ days/per week.

Tulip, the leader in frontline operations, is helping companies around the world equip their workforce with connected apps, leading to higher quality work, improved efficiency, and end-to-end traceability across operations. Companies of all sizes and across industries have implemented composable solutions with Tulip’s cloud-native, no-code platform to solve some of the most pressing challenges in operations: error-proofing processes and boosting productivity, capturing and analyzing real-time data, and continuous improvement.

A spinoff out of MIT, Tulip is headquartered in Somerville, MA, with offices in Germany and Hungary. Focused on composable, human-centric solutions for industrial environments, Tulip is disrupting the MES category and has been recognized as a World Economic Forum Global Innovator. Tulip has also been named one of Energage’s Top Workplaces USA and one of Built In Boston’s “Best Places to Work” and “Best Midsize Places to Work” for 2024. 

About You

You're a strategic people leader with a deep passion for user experience and a proven ability to drive operational excellence. You excel at building, mentoring, and inspiring high-performing teams. Your expertise spans the full product lifecycle, from understanding nuanced customer needs through robust Voice of Customer programs to executing flawless product launches. You have a strong track record of designing and optimizing user onboarding and enablement strategies, translating user research into actionable improvements, and ensuring top-tier technical documentation. You thrive in a dynamic B2B SaaS environment, adept at fostering data-driven practices and optimizing complex product development processes.

What skills do I need?

• 5-7+ years of product experience in a software company.
• 2+ years of people management or indirect leadership experience.
• Expertise in designing and optimizing user onboarding programs.
• Strong capability to lead user research and translate insights into product improvements.
• Experience in optimizing the end-to-end product lifecycle.
• Demonstrated strength in analytical thinking and data analysis.
• Excellent technical communication skills, written and oral. 

Key Responsibilities

• Build and Lead a New Function: Set up the foundational strategy, processes and workflows for the product operations team
• Drive Onboarding & Enablement: Oversee the strategy, design, and continuous improvement of engaging user onboarding programs and resources to boost adoption and retention.
• Develop and Champion User Insights: Lead user research initiatives to deeply understand user needs, pain points, and translate findings into actionable product and onboarding improvements.
• Lead Voice of Customer (VOC): Establish and manage systematic programs for gathering and analyzing internal and external customer feedback to inform product decisions.
• Oversee Documentation Excellence: Guide the creation and maintenance of clear, concise, and accurate technical documentation for diverse audiences.
• Foster Data-Driven Practices: Drive the use of data and analytics throughout the product development process to inform prioritization and strategy.

Key Collaborators:

• Product Management
• Engineering
• Product Design
• Industry Practice
• Marketing
• Customer Success
• Customer Enablement

Working At Tulip

We know even great candidates experience imposter syndrome. Even if you don’t match every requirement, applying gives you the opportunity to be considered. 

We’re building a strong, diverse team that values hard work, families, and personal well-being. Benefits of working with us include:

• Direct impact on product and culture
• Company equity
• Competitive benefits package including Health, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance, AD&D Insurance, Flexible Spending Account (FSA), Commuter Benefits, Parental Leave, and 401(K)
• Flexible work schedule and unlimited vacation policy
• Virtual company events and happy hours
• Fitness subsidies

We are an equal opportunity employer. At Tulip, we celebrate all. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Help us build an inclusive community that will transform frontline operations.