• Drive, own, and be accountable for the end-to-end operational engine • Partner with Product, Design, and Engineering leadership to drive strategy • Ensure clear ownership, handoffs, and quality standards at each stage • Identify where the process breaks down and drive improvements • Jira governance, roadmap alignment, sprint cadences, and the operating rhythms • Ensure the org has clear, actionable visibility into what matters • Coordinate across Product, Design, Engineering, and Product Marketing so dependencies are managed

• Own the Folio Buy workflow end-to-end. Map the current process, identify bottlenecks, and maintain a clear view of where time and effort are spent. • Prioritize and scope product improvements. Cut through the noise of pain points and feature requests to define P0/P1/P2 improvements to the setup experience, especially toward a simpler onboarding path. • Partner with operations & engineering. Work closely with the team doing setups day-to-day to close the loop on what's working, what's breaking, and where customers and suppliers get stuck. • Build programmatic monitoring and tooling. Write code (or vibe code) to operationalize manual work: automate repetitive steps, build monitoring dashboards, and create tools that give the team visibility into setup health. • Design and improve internal processes. Build better playbooks, templates, and admin workflows that reduce manual effort, from supplier account setup sheets to bulk import flows. • Support some business development work to enable improvements in the customer experience.

• Support the SDLC: Audit tickets across every workspace to ensure PRDs are complete and business cases are validated for technical completeness. • Own Jira Administration: Serve as the expert for Jira. You will configure workflows, manage backlogs, and build the reporting needed to give leadership real-time visibility into the health of the SDLC. • Track Roadmap Adherence: Monitor whether we are delivering against our roadmap. You will identify bottlenecks and call out missing information to ensure sprint and release predictability. • Manage Rhythm of Business: Coordinate the cadence for roadmap reviews, strategy sessions, and planning cycles. You ensure these high-stakes meetings are structured, prepared, and drive actual alignment across the portfolio. • Standardize Internal Knowledge: Own our documentation infrastructure (Notion). You ensure that templates, artifacts, and past decision logs are centralized so the "Propelus way" of building product is documented and accessible. • Report to Leadership: Provide daily and weekly reports to the Head of Product. You will be the primary source of truth for how work is moving through the pipeline. • Maintain Jira Hygiene: Ensure tickets are fully "ready for dev" so engineering never stalls. You are responsible for the seamless hand-off between teams. • Automate Workflows: Use AI tools and Jira automation to improve the speed and quality of our operational processes.

Role Description The Production Operations Manager is responsible for ensuring the stability, reliability, and operational readiness of cloud‑native production systems. This role leads incident response, on‑call operations, disaster recovery exercises, audit response, and release coordination while driving operational improvements through automation, tooling, and clear operating standards. The role operates as a hands‑on people leader with accountability for execution, continuous improvement, and cross‑functional coordination across Engineering, Platform, and Product teams. What you'll do - Lead production incident response for cloud‑native platforms, including serving as incident commander for high‑severity events - Own and continuously improve incident, escalation, and post‑incident review processes - Manage on‑call operations, including rotations, escalation paths, and operational health - Coordinate production releases and changes, ensuring readiness, validation, and rollback planning - Partner with Engineering and Platform teams to improve service reliability and operational resilience - Drive automation and AI‑assisted operations to reduce manual effort and operational toil - Track and improve key operational metrics (e.g., availability, MTTR, incident recurrence) - Lead and develop individual contributors responsible for L3 production support - Establish and maintain runbooks, operational standards, and response documentation - Act as a primary operations partner to Product, Cloud, and Security teams - Own disaster recovery (DR) readiness, including planning, coordinating, and running regular DR exercises - Ensure DR findings are documented, remediated, and incorporated into operational improvements - Coordinate audit readiness and response for operational controls, including supporting SOX, SOC, HIPAA, or customer audits as applicable - Partner with Security, Compliance, and Engineering teams to address audit findings and operational risk Qualifications - Bachelor’s degree in a related field or equivalent practical experience - 7+ years of experience in production operations, technology operations, or reliability roles Requirements - Experience supporting cloud‑native, SaaS production environments (no on‑premise systems) - Proven leadership during major production incidents and outage events - Experience managing on‑call operations for customer‑facing systems - People management experience leading individual contributors - Strong familiarity with incident management, monitoring, and observability tools - Experience coordinating or supporting production releases and change management - Experience planning and executing disaster recovery exercises in cloud environments - Experience supporting operational audits, control reviews, or compliance activities Preferred Experience - Experience working closely with Engineering, Platform, Security, and Compliance teams - Exposure to automation, AIOps, or intelligent alerting practices - Background in scaling operational processes in a high‑growth SaaS environment Benefits - 🌍Remote work environment with a flexible work schedule to encourage work-life balance - ✈Annual company offsite - 🌴Generous leave package including flexible time off policy that encourages team members to take time off to relax and recharge; plus 13 paid holidays, paid sick leave, and paid parental leave - 💙 Medical, dental, and vision insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose) - 💰401(k) company match - 💸One-time workspace reimbursement to help you optimize your remote workspace