Senior Product Operations Manager, Post Delivery Experiences

Location: Canada (Remote, CT/ET Time Zones)

Team: Post Delivery Experiences

Narvar is growing! We are seeking a Product Operations Manager to drive operational excellence and streamline product development processes for our innovative Post Delivery Experiences team. As a B2B2C solutions provider, Post Delivery Experiences at Narvar encompass retailer and consumer interactions related to delivery claims, returns, refunds, exchanges, warranty, and more. This role is crucial for ensuring our Product, Engineering, Design, and GTM teams can collaborate effectively and deliver value to our customers efficiently.

What You'll Do

• Streamline and manage product operational models and workflows, including product prioritization frameworks, progress tracking mechanisms, and Go-To-Market (GTM) readiness processes for the Post Delivery Experiences team
• Own and administer key product operations tools and manage operational data, including systems for product intake, backlog management, feedback aggregation, and product analytics
• Facilitate cross-functional communication and alignment across Product Management, Engineering, Design, and GTM teams by establishing and maintaining clear channels, templates, and best practices
• Drive the cadence for program rituals, including planning sessions, progress reviews, and retrospectives, ensuring they are effective and achieve their objectives
• Identify bottlenecks and areas for improvement in the product development lifecycle and implement solutions to enhance team velocity, efficiency, and overall program health
• Support release planning and coordination activities, ensuring all stakeholders are informed and prepared for product launches
• Develop and maintain dashboards and reports to provide visibility into program status, team performance, and key operational metrics
• Act as a central point of contact for operational queries and support for the Post Delivery Experiences team

Key Focus Areas

• Product Lifecycle Optimization: Designing, implementing, and refining standardized product development workflows (ideation, prioritization, delivery, GTM) to enhance efficiency, predictability, and quality for the Post Delivery Experiences team
• Product Operations Toolkit & Data Management: Owning and managing the suite of tools (e.g., Atlassian suite – Jira, Confluence; Miro; FullStory) and operational data related to product intake, progress tracking, feedback loops, and performance analytics
• Cross-Functional Alignment & Communication: Establishing and maintaining robust communication channels, templates, and best practices to ensure seamless collaboration and information flow between Product, Engineering, Design, and GTM teams

What we're looking for

• 10+ years of experience in Program Management, Project Management, or Product Operations within a SaaS product development environment
• Proven experience with Agile, Scrum, and Kanban methodologies
• Deep proficiency with Atlassian products (Jira, Confluence), collaboration tools like Miro, and product analytics tools like FullStory or similar
• Strong understanding of the product development lifecycle and best practices in a fast-paced, agile environment
• Demonstrated ability to design and implement processes that improve team efficiency and program predictability
• Excellent organizational, communication, and interpersonal skills, with an ability to work effectively with diverse stakeholders and drive alignment
• Proactive problem-solver with a keen eye for detail and a passion for operational excellence
• Experience in e-commerce, retail technology, or post-purchase solutions is a plus
• Bachelor's degree in a relevant field or equivalent practical experience

What success might look like in the first 6-12 months:

• Successfully implemented or significantly optimized key product development workflows, resulting in measurable improvements in efficiency or predictability
• Established a trusted system for managing product tools and operational data that provides clear visibility for all stakeholders
• Become the go-to operational partner for the Post Delivery Experiences team, demonstrably improving cross-functional communication and alignment
• Key operational metrics for the team (e.g., cycle time, GTM readiness) show positive trends due to your initiatives

Why Narvar? We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform! From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Neiman Marcus, Sonos, Nike, and 1300+ other brands. With hubs in San Francisco, Atlanta, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages. Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between. We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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