Director, Product Operations

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  • Post Date: May 18, 2022
  • Applications 0
  • Views 66
Job Overview
Category: IT Manager/Director+1

Job Type: Full time

Job Number: JR-010779

Location: Home OfficeIf you’re passionate about building a better future for individuals, communities, and our country-and you’re committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

Job Summary

The Director of Product Operations is the key to providing the product teams with business data and insights, user and market insights, processes, and best practices. You create the standard for cross functional communication & visibility and surface the insights required to help our product team define effective product strategies.

You will hire and manage a small team of Data Analysts and Process Managers who can help you develop standard methodologies for our Product Team. Your collaboration with leaders from Product & UX creates excellent governance, continuous improvement of processes and communication, and most importantly, transparency throughout the product organization. You help connect us with our users and business partners with actionable data, product health metrics, and excellent communication methods. You empower our product team, help us find and remove our inefficiencies and help us achieve better business and user outcomes. This position will close internally on 5/23/22.

Essential Functions and Responsibilities

  • User and Market Insights
    • Standardize user feedback processes
    • Find the right users for the right user research projects
    • Standardize both internal and external user feedback processes and practices
    • Ensure we have access to pertinent market research
    • Provide visibility of user & market research findings for all teams through a shared Findings Database.
  • Business Data and Insights
    • Guide development of Product Health Metrics
    • Create Pendo Implementation Strategy
    • Ensure access to user data and insights
    • Guide Product Managers on Project and Domain Success Metrics
    • Collaborate with Academic Researchers at WGU to ensure research projects are aligned
  • Processes and Best Practices
    • Standardize documentation of Roadmaps, Strategy reviews, Product briefs, Vision Statements, Release Plans and Release Notes, Experiment findings, Internal Product Announcement materials
    • Create standard templates and frameworks for communication
    • Set cadence of communication of roadmaps to stakeholders
    • Ensure consistent OKR monitoring and reporting

Knowledge, Skill and Abilities

  • Agile, Product Management, Project Management, SDLC training or certification
  • Strong analytical and quantitative skills
  • Significant experience establishing and developing strong working relationships with all levels of the business
  • Technical knowledge and depth necessary to manage product data metric strategies
  • Experience developing and iterating processes, policies and best practices for a department
  • Experience creating documentation and communication standards and frameworks


Organizational Impact:

  • Develops and recommends plan to accomplish division or job area responsibilities that align with the department.
  • Performance affects department results. Work requires extensive knowledge of the University to recognize impact of decisions.
  • Responsible for compiling data to produce a budget or a portion of a budget for a department or job area.

Problem Solving & Decision Making:

  • Responsible for making significant improvements to processes, programs, and systems to enhance the outcomes of the division or job area.
  • May create and direct policy decisions within scope of responsibility. Accountable for coordinating activities and maintaining relationships with external parties as needed.
  • Problems faced are numerous and undefined, and require detailed information gathering, analysis, and prior experience. Solutions to problems typically affect multiple departments.

Communication & Influence:

  • Represents the division or job area as the primary internal contact for operations.
  • Influences others to accept the division or job area’s views, practices, concepts, and approaches. Interacts with equivalent level management concerning matters of significance to the University.
  • Conducts briefings with senior leadership to gain approval.

Leadership & Talent Management:

  • Manages teams of managers and professionals. Responsible for creating workforce and staffing plans for area. Directly oversees hiring, firing, promotion, performance management, employee training, and other personnel decisions of significance within the division or job area.
  • May spend time as completing functional tasks, but primarily achieves goals through leading a team.

Job Qualifications

Minimum Qualifications:

  • University Degree or equivalent.
  • 6 -10 years specific experience in software product management, which generally includes an additional minimum of 3-5 years leading a team.

Preferred Qualifications:

  • Master’s degree
  • Previous experience in Education Technology

Physical Requirements

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

Disclaimer: This Job Description has been designed to indicate the general nature, essential duties, and responsibilities of work performed by employees within this classification. It does not contain a comprehensive inventory of all duties, responsibilities, and qualifications that are required of the employee to do this job.  Duties, responsibilities and activities may change at any time with or without notice. This Job Description does not constitute a contract of employment and the University may exercise its employment-at-will rights at any time.

As an equal opportunity employer, WGU recognizes that our strength lies in our people. We are committed to diversity.

As an equal opportunity employer, WGU recognizes that our strength lies in our people.
We are committed to diversity.
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