Product Operations Manager

Riva is seeking a strategic, detail-oriented Product Operations Manager to strengthen how our Product team uses data, customer feedback, and operational signals to make better decisions. Reporting to the Director of Product, you will build the dashboards, feedback programs, release processes, reporting rhythms, and product operations practices that help Riva understand product health, customer adoption, launch impact, and value realization across our enterprise software portfolio. 
 
This is not a traditional Product Owner or pure data analyst role. It is a hands-on Product Operations role focused on creating the systems and structure that help Product, Engineering, Customer Experience, Support, and leadership act on the right insights. 

WHAT YOU WILL BE DOING 

• Build and improve the operating rhythms, tools, templates, trackers, and reporting practices that help the Product team work effectively and scale.
• Define and maintain product health metrics, including usage, adoption, engagement, feature consumption, onboarding health, reliability, customer friction, and value indicators.
• Create product-level dashboards and executive reporting views that turn data into clear insights, recommendations, and decision points.
• Design and operate structured customer feedback programs for beta users, design partners, early customers, and strategic enterprise accounts.
• Partner with Product Managers, Product Owners, Engineering, Customer Experience, Support, Sales, and Marketing to ensure feedback is captured, synthesized, and incorporated into product planning.
• Support release and launch operations, including readiness tracking, customer impact assessment, internal enablement, communications, success measures, and post-release reviews.
• Monitor feature adoption and post-launch performance; identify drop-off points, unexpected behaviour, customer friction, and opportunities to improve outcomes.
• Create funnel and workflow views that account for enterprise usage patterns, including account-level adoption, user roles, customer segments, implementation maturity, and configuration differences.
• Use product telemetry, support trends, quality signals, and observability tools to identify operational risks, recurring issues, and customer-impacting events.
• Establish clear communication routines and formats for product updates, launch status, feedback themes, decisions, risks, and learning summaries.
• Identify manual, inconsistent, or unclear processes and implement practical improvements that reduce administrative burden and strengthen follow-through.

WHAT YOU BRING TO THE TABLE 

You are a structured, curious, and action-oriented Product Operations professional who brings clarity to complex information. You can combine product data, customer feedback, support signals, release activity, and stakeholder input into a clear story that helps teams make better decisions. 

You understand that strong Product Operations is more than reporting. It creates the frameworks, feedback loops, operating rhythms, and communication systems that help Product teams scale their impact. You are comfortable building processes where none exist and can move easily between technical teams, customer-facing partners, and executive stakeholders. 

More specifically: 

• Experience in Product Operations, Product Management, Product Analytics, Customer Insights, Business Operations, Release Operations, or related fields. 

•  Experience in B2B SaaS or enterprise software, with an understanding of account-level adoption, implementation cycles, and complex customer workflows. 

• Strong knowledge of product metrics, feature adoption, customer feedback loops, release operations, experimentation, and product performance measurement. 

• Experience creating dashboards, reports, and executive-level views using BI, analytics, or observability tools. 

• Experience designing customer feedback, beta, design partner, or early customer programs. 

• Experience supporting release planning, launch readiness, customer communications, post-release reviews, or launch operations. 

• Ability to synthesize quantitative and qualitative inputs into practical insights and recommendations. 

• Strong communication and facilitation skills across Product, Engineering, Support, Customer Experience, Sales, Marketing, and leadership. 

• A self-starter mindset, with the ability to create structure, earn trust, and drive work through to completion. 

• Technical and operational expertise specifically: 

• Product analytics, reporting, dashboards, and executive product-health scorecards. 

• Product telemetry, usage data, customer segmentation, funnel analysis, and enterprise adoption analysis. 

• Observability and monitoring tools such as Splunk, AWS CloudWatch, or similar platforms. 

• AWS and cloud-based software environments, including logs, alerts, telemetry, and operational monitoring. 

• Release readiness, launch checklists, enablement materials, release communications, and post-launch measurement. 

• Product tooling, operational templates, decision logs, feedback trackers, and reporting routines. 

• Experiment planning, hypotheses, success criteria, measurement plans, and learning summaries. 

• Salesforce, CRM data, customer lifecycle reporting, or account-level analysis. 

Bonus points for: 

• Product Operations experience in regulated, enterprise, financial services, CRM, or integration software environments.
• Experience building executive command-centre or product-health reporting.
• Experience with customer advisory boards, structured voice-of-customer programs, or customer research operations.
• Experience connecting monitoring signals to support tickets, incident processes, or Product follow-up.
• Familiarity with Microsoft 365, Outlook add-ins, Salesforce, CRM workflows, or enterprise integration platforms.
• Experience measuring adoption, feedback, and value realization for AI-enabled product capabilities.

CORE COMPETENCIES FOR SUCCESS 

• Integrity & Accountability: Acts with honesty, responsibility, and ownership. Follows through on commitments and takes accountability for creating clarity, structure, and momentum. 

• Collaboration: Builds strong relationships across Product, Engineering, Customer Experience, Support, Sales, Marketing, and leadership. Works effectively through influence and partnership. 

• Analytical Thinking & Decision Making: Uses data, customer feedback, release learnings, quality signals, and operational trends to understand problems, identify patterns, and recommend thoughtful next steps. 

• Customer-Centered Thinking: Understands customer needs, enterprise workflows, adoption challenges, and value realization. Helps ensure customer feedback is captured and translated into product learning. 

• Business Acumen: Connects product usage, adoption, customer outcomes, operational health, release impact, and business priorities. Understands how product insights support retention, growth, and customer success. 

• Operational Alignment & Coordination: Creates processes, rhythms, tooling, templates, and reporting structures that help teams stay aligned, informed, and focused on the right priorities. 

• Release & Launch Discipline: Helps teams plan launches, prepare stakeholders, monitor post-release outcomes, close the loop on release learnings, and improve launch readiness over time. 

• Product Communication: Creates clear, consistent, and audience-appropriate communication that improves visibility, reduces ambiguity, and supports decision-making across teams. 

• Strategic Communication: Turns complex information into clear stories, recommendations, and decision points for different audiences, including executives. 

• Achievement Focus: Drives work forward with urgency, structure, and follow-through. Creates practical solutions that help the Product team operate more effectively. 

• Innovation: Looks for better ways to gather insights, monitor product performance, reduce friction, improve experimentation, and improve how the Product team works. 

MORE ABOUT RIVA 

We are an Edmonton-based software development company with a global footprint. Our Relationship Engine creates seamless data flow between applications like email, calendar, contacts, tasks, and CRM - synchronizing data and eliminating the need for task switching, application toggling, and duplicate data entry across platforms. 

We offer a work culture that fosters diversity, equity, inclusion, and fun. Curiosity is rewarded, and each day offers the chance to learn, grow, and contribute to the efforts of people you like, respect, and value. 

WHAT WE BRING TO THE TABLE 

The total compensation package includes: 

• RRSP/TFSA matching 

• Paid vacation starting with 3-weeks 

• Paid wellness time allows for flexible discretionary allocation for mental health, personal benefits, and personal time 

• Paid time off to volunteer with charities of your choice 

• Extended health care benefits, dental and life insurance 

• Professional development and training allowance for career advancement. 

Applicants must hold a valid Canadian work permit or be a permanent resident or citizen of Canada. 

Riva is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. 

We appreciate all applicants for their interest in joining Riva. Please note that only candidates selected to move forward in the process will be contacted.