• Voice of Customer — Product • Own the end-to-end VOC program for product: collecting, synthesizing, and distributing customer insights from NPS, support signals, sales calls, and Gong/call analysis • Deliver actionable synthesis, not raw data to product, PMM, CX, and leadership so teams can act on what customers are saying • Build and maintain systems and tools for routing the right insights to the right teams at the right time • Customer Advisory Board (CAB) • Own CAB end-to-end: recruit and manage the member list, set cadence and agenda, facilitate sessions when needed, and close the loop with participants • Translate CAB conversations into structured input that directly informs roadmap and prioritization discussions • Early Access Program • Own the Early Access group. Helping recruit the right customers, coordinating with PMs on what is being tested, and managing communication cadence so participants feel valued and stay engaged • Gather and synthesize structured feedback during access periods to support go/no-go and refinement decisions • Product Analytics & KPI Reporting • Own and administer Pendo as the primary product analytics tool — ensuring features, pages, and events are properly tagged and instrumentation is accurate and up to date • Partner with Engineering and Product to audit tagging coverage, close gaps, and maintain data integrity so adoption reporting can be trusted • Establish and enforce tagging standards and naming conventions so data is consistent across the product and over time • Own creation and maintenance of product adoption metrics and key product KPIs including feature adoption, engagement trends, and usage patterns by customer segment • Build and maintain the dashboards and reports that PMs and leadership rely on to understand product health and make prioritization decisions • Connect quantitative usage data with qualitative VOC signals to surface the insights that matter most • Go-to-Market Readiness & Artifact Creation • Work closely with PMM, CX, Sales, and Support to ensure the right product context flows to the right teams ahead of launches and updates • Assist in writing and producing the artifacts the product team needs: such as product briefs, internal and external release notes, screenshots, demos, etc. • Own the quality and timeliness of these outputs. This is a producing role, not a delegating role • How We Work (AI-First Product Operations): • We operate as an AI-first product organization. That means: • Using AI tools daily to automate repetitive PM workflows — call transcript summarization, feedback tagging, competitive intel pulls, release note drafts, and research briefs • Treating AI as a force multiplier for synthesis and insight, not just documentation • Building automated processes that keep data and reporting current without manual overhead • Continuously identifying the next workflow to accelerate and then actually building it • We are not layering AI onto old workflows, we are redesigning how product work gets done.

Our mission is to transform how people and machines work together to push the boundaries of human productivity. A leader in Industrial AI, Augury helps the world’s manufacturers leverage real-time production insights to drive new levels of efficiency. Combining predictive and prescriptive AI technology with industry expertise, production teams can proactively address alerts, minimize downtime, reduce asset costs, and maximize yield and capacity. Our customers achieve payback in six months or less, enabling global scale. We're looking for team members excited to partner with the world's manufacturers and build the future of production together. About the Team: Product Operations exists to make Augury’s transition from a single-product company to a multi-product platform scalable, repeatable and outcome-driven. We build and run the operating backbone for Product & R&D - from intake and prioritization through launch and post-release impact, ensuring what we build is grounded in real customer and business problems, what we ship is predictable and high-quality and what we release delivers measurable impact. As Augury expands into new domains and markets, Product Operations improves how teams make decisions, align and execute by designing the systems and operating models that enable Product, Engineering and GTM to work effectively at scale. In addition to owning these systems, Product Operations operates as a flexible, high-leverage function, stepping into new problem spaces, supporting market expansion efforts and translating our product strategy into clear narratives for customers, partners and analysts. About the Role: We’re looking for a senior Product Operations leader to drive strategic initiatives that are critical to Augury’s growth, including leading our expansion into new verticals. You will translate high-level strategy into execution by building the operating models, processes and cross-functional alignment needed to successfully bring new products and capabilities to market. You will also serve as a public-facing representative of Augury’s product vision and operating approach - engaging with customers, partners and analysts to clearly communicate what we are building, how we operate and why it matters. This includes translating internal product strategy and complexity into clear, compelling narratives that support adoption, partnerships and market positioning. In addition, you will own and evolve core parts of the Product Operations operating system, ensuring that Product & R&D can scale effectively as a multi-product platform. This includes improving how we prioritize, build, launch and learn from our products, while driving alignment and execution quality across Product, Engineering and GTM. A Day In Your Life - Lead strategic, company-level initiatives - Own and drive high-impact initiatives critical to Augury’s growth, including expanding into new verticals - Translate strategy into execution by building the operating model, aligning stakeholders and ensuring successful delivery and adoption Represent Augury externally - Serve as a public-facing representative of Augury’s product vision and operating approach across customers, partners and analysts - Translate complex product strategy and internal processes into clear, compelling narratives that support adoption, partnerships and market positioning Own and evolve the Product & R&D operating system - Own and evolve core Product Operations domains (intake, prioritization, launch, post-release feedback), ensuring they scale as company-wide systems - Step in as needed to drive hands-on execution while improving how Product & R&D operates end-to-end Drive company-wide alignment and execution quality - Lead cross-functional initiatives that improve how Product, Engineering and GTM operate together at scale - Identify systemic gaps and implement durable solutions that increase execution speed, predictability and impact What You Bring Leadership & Company Impact - Demonstrated success leading complex, cross-functional initiatives that materially impacted business performance, operational efficiency, product adoption, or company strategy - Proven ability to identify ambiguous business challenges, develop structured solutions, and drive execution through measurable outcomes Cross-Functional Influence - Demonstrated ability to build strong cross-functional partnerships and align senior stakeholders across Product, Engineering, Operations, Sales, Marketing, and Customer Success to drive company-wide initiatives and outcomes - Proven track record of influencing organizational priorities and executive-level decisions through strategic thinking, structured problem solving, data-driven insights, and clear communication External Engagement & Communication - Experience representing products, platforms, or strategic initiatives to customers, partners, executives, analysts, or industry audiences - Ability to communicate complex technical concepts in a clear and compelling manner for both technical and non-technical stakeholders Systems Leader - Experience designing and scaling operating models, business processes, governance frameworks, or organizational systems that improve company-wide effectiveness - Demonstrated ability to connect strategy, execution, metrics, and outcomes to improve decision-making across teams Execution-oriented at Scale - Proven ability to independently lead initiatives from problem definition through implementation, change management, and adoption - Experience balancing strategic planning with hands-on execution in fast-paced, high-growth environments Experience - 8-10+ years in Product Operations, Product Management, Strategy & Operations or similar roles - Experience working closely with senior executives and influencing decision-making at the leadership level We offer several perks that include flexible PTO, medical/dental/vision insurance, 401(k) match, stock options, paid parental leave, and WFH and phone stipend. The pay range for this position in Colorado, California, New York City is $180,000 - $240,000. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. The pay offered may vary depending on several factors including, but not limited to, relevant education, qualifications, certifications, and experience. Augury is a people-first organization. We believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and we welcome those from all backgrounds and varying experiences. We are committed to providing employees with a work environment free of discrimination and harassment. We believe that diversity is more than just good intentions, and we are committed to creating an inclusive environment for all employees. Augury is a proud equal opportunity employer, we strive to create a work environment in which everyone, all applicants, employees, customers, guests, and vendors feel safe and comfortable. We commit to maintain a workplace that is free of any type of harassment and does not tolerate anyone intimidating, humiliating, or hurting others. We prohibit willful discrimination based on age, gender, ethnicity, race, color, religion, political opinions, sexual orientation, sexual identity or expression, military or veteran status, disability or any other characteristic protected by law.

• Own the inbound issue queue (Jira): classify, prioritize, and route every ticket using a combination of judgment and AI-assisted tooling • Use AI to accelerate intake review: summarize tickets, detect duplicates, suggest classifications, and flag missing information before routing to Engineering • Enforce SLA discipline and keep status current across CS, Retrieval Ops, and Engineering • Identify recurring error types, onboarding gaps, and systemic issues across the portfolio — and as we expand to new product lines • Use AI tools to surface patterns across large ticket volumes faster than manual review allows • Drive insights and influence decision-making using data about customer pain points • Become the go-to internal expert for Client Success, Sales, and Ops turn to when they need to understand how something works or why something may not be working as expected • Act as the communication layer between Client Success, Retrieval Ops, and Engineering on issue status and coordinate resolution.

• Learn Operational Tools & Understand User Workflows: Gain proficiency in core customer support platforms and shadow front-line teams. • Study End-to-End User Journeys: Document the complete lifecycle of a user issue from submission to resolution. • Learn to Drive Cross-Functional Alignment: Conduct informational interviews and build relationships with Engineering, UX, and Content teams. • Develop Skills in Data-Driven Problem Identification: Analyze customer support datasets and implement tracking strategies. • Learn Data-Driven Prioritization: Rank identified issues based on severity, frequency, and business impact. • Learn to Build Scalable Self-Service Solutions: Draft and publish help documentation and troubleshooting guides. • Learn to Design Product Improvement Proposals: Create comprehensive feature or automation proposals.