Product Operations Manager

About Virtuous

Virtuous is dedicated to igniting global generosity through empowering nonprofits with superior donor relationship management. We offer an innovative software platform designed for mid-sized charities, providing sophisticated tools for fundraising, marketing, volunteer coordination, and online donations.

Our passionate team strives to revolutionize the nonprofit landscape by delivering world-class software, exemplary customer success, and outstanding sales experiences. We embrace a culture of radical generosity, actively contributing to our communities through volunteering and supporting both our clients and each other. We value hard work balanced with enjoyment and believe in loving what we do.

Our core values include curiosity in inquiry, frank and graceful feedback, enthusiasm for philanthropy and technology, joy in serving others, celebrating achievements, trusting intentions, and fostering inclusive human connections.

Role Overview

The Product Operations Manager is a pivotal liaison transforming customer insights from support, customer success, sales, and market feedback into prioritized, actionable development work for engineering. This role involves creating streamlined AI-enhanced workflows that efficiently process and synthesize feedback, uncovering patterns that guide the roadmap and ensuring the customer's voice is actively heard and addressed across product, engineering, CX, and go-to-market teams.

Key Responsibilities

• Transform confirmed defects and escalations into clear, prioritized, and reproducible work items enriched with contextual customer and business information.
• Operate and maintain feedback channels that integrate input from support, CX, CSMs, sales, and customers in a unified, structured system using shared taxonomies.
• Develop, refine, and manage AI-powered pipelines that categorize, tag, cluster, and summarize unstructured feedback to convert it into trackable work, collaborating with engineering on tooling and quality evaluations.
• Detect recurring patterns and underlying issues, elevating these insights into the product roadmap for durable solutions rather than repetitive fixes.
• Partner with product managers to prioritize customer-facing work by assessing customer impact, business value, and revenue considerations, providing data-driven perspectives.
• Close the communication loop by ensuring enhancements reach the originating customers and support teams, managing weekly updates for public changelogs and product hubs.
• Coordinate with product managers and marketing to connect release communications with the actual changes, keeping CX, revenue, and enablement teams up to date.
• Create transparent reporting layers for CX and go-to-market teams to track customer input through to delivered outcomes, ensuring real-time visibility.
• Collaborate with CX and Revenue teams to design and execute structured voice-of-customer initiatives such as advisory boards, early access programs, and user groups, defining high-value feedback criteria aligned to use cases and revenue segments.
• Own performance metrics that demonstrate the effectiveness of the feedback loop, including timeliness, quality, pattern resolution, customer satisfaction, and automation adoption.

Work Style and Approach

• Proficient in designing and deploying AI-driven automation workflows, with clear views on the balance between human judgment and automated agents.
• Technically adept to engage in technical issue reproduction, log analysis, and develop automation solutions beyond mere tool configuration.
• Possess a naturally cross-functional mindset, fostering trust by being genuinely useful across CX, G2M, and engineering teams.
• Treat feedback and prioritization loops as products themselves, continuously enhancing user experience and measurable outcomes.
• Able to influence by demonstrating clear value and utility rather than relying solely on authority.
• Service-oriented with a dedication to enabling others to excel in their roles.
• Proactive ownership mentality: identify needs and drive them to completion independently.

Required Qualifications

• Hands-on experience creating AI-enabled workflow systems, including prompt engineering, iterative testing, and deployment in live environments.
• A minimum of five years working at the interface of customers, product management, and technology, such as roles in tier-two support, customer experience, solutions consulting, product operations, or product management.
• Ability to thrive in the presence of unstructured and ambiguous inputs, converting them into structured actionable insights.
• Empathy for customers with willingness to explore detailed user issues and advocate for their needs.
• Proven capability to rapidly develop initial versions of structured systems from chaotic data within weeks.
• Excellent written communication skills, adept at transforming complex customer stories into clear engineer-friendly tasks without losing essential information.
• Comfortable navigating vague or ambiguous situations with a preference for starting and iterating.

Preferred Experience

Familiarity with fundraising technology, nonprofit CRM systems, or experience in the nonprofit sector is advantageous. Experience with feedback tools, exposure to Linear, and program management or operational systems instincts are also beneficial.

Indicators of Success

• Engineers consistently find prioritized, well-defined, and contextually rich work ready in their queues.
• Product roadmap reflects resolved patterns and eliminates repetitive issues.
• Customers reliably receive follow-ups when their reported issues are addressed.
• The public changelog remains up-to-date and informative.
• CX and go-to-market teams confidently articulate recent product changes without external queries.
• AI-enabled workflows handle an increasing share of initial feedback processing.
• Product managers focus their time on innovation and delivery rather than firefighting operational issues.

Compensation and Benefits

• Competitive salary benchmarked against market data via Carta.
• Employee appreciation programs such as Bonusly for birthdays, anniversaries, and accomplishments.
• 401(k) retirement plan with 50% company match up to 6% of pay after 90 days.
• Unlimited paid time off promoting work-life harmony.
• Paid time off for volunteering and recognized company holidays.
• Comprehensive employer-sponsored medical, dental, and vision insurance options for employees and their dependents, with HSA and FSA choices.
• Fully paid parental leave: 12 weeks for primary parents and 4 weeks for secondary parents, including adoption.
• Strong community culture with engaging company events and outings.

Important Notice

Be aware of fraudulent recruitment scams impersonating our organization via misleading email domains. Authentic communications will only be sent from the @virtuous.org domain. Please disregard any other similar-looking but unofficial domains.