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CivicPlus logo
CivicPlus

Powering and Empowering Government

Senior Product Operations Manager

Product OperationsProduct OperationsOtherRemoteSeniorTeam 501-1,000Since 2001H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

92 days ago

Salary

$119.1K - $181.1K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Senior Product Operations Manager

CivicPlus

• Lead coordination of critical incidents across Product and Technology, ensuring effective triage, escalation, and communication to restore services in alignment with severity models and response expectations. • Manage end-to-end incident workflows from intake through resolution, including security risk assessment, cross-team coordination, and escalation to Security when needed. • Facilitate post-incident reviews and root cause analyses (RCAs), documenting findings, tracking action items, and addressing recurring or systemic issues to reduce incident recurrence. • Serve as the central operational point during high-priority incidents, maintaining situational awareness and providing clear updates to technical teams, business stakeholders, and leadership. • Maintain and improve incident response processes, tooling, dashboards, and documentation to support consistent execution, operational readiness, and team onboarding. • Partner with Product, Engineering, SRE, Security, and Product Operations leadership to strengthen operational resilience, reliability, and continuous improvement. • Participate in on-call incident response coverage and other duties as assigned.

Job Requirements

  • Bachelor’s degree in Business, Product Management, Operations, Technology, or equivalent practical work experience
  • Agile or PMP certification preferred
  • 5–8+ years of experience in product operations, technology operations, delivery operations, engineering operations, or a closely related role
  • Proven experience operating in cross-functional SaaS environments, partnering with Product, Engineering, SRE, Security, Support, and other technical teams
  • Demonstrated experience coordinating incident response and working directly with technical teams, with strong understanding of production incidents and operational failure modes
  • Experience operating in agile delivery environments; prior experience as a Product Owner, Technical Program Manager, Engineering Operations, or similar role preferred
  • Demonstrated ability to execute and reinforce operational processes and drive disciplined follow-through in time-sensitive situations
  • Strong critical thinking and problem-solving skills, with the ability to assess risk, synthesize information quickly, and recommend appropriate actions under pressure
  • Strong written and verbal communication skills, including experience communicating clearly with senior leaders during incidents
  • Ability to work independently and collaboratively in fast-paced, high-ambiguity environments
  • Direct experience supporting Atlassian tools including Jira, Jira Product Discovery, and Confluence; experience with incident management, monitoring, or analytics tools preferred
  • Strong proficiency with project management and data analysis tools
  • Advanced proficiency with Microsoft PowerPoint and Excel for operational reporting and executive-ready communication.

Benefits

  • Comprehensive health insurance
  • Dental insurance
  • Vision insurance
  • Flexible Time Off
  • 401(k) plan

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