What are the responsibilities and job description for the Senior Product Operations Manager – Customer Feedback & Prioritization position at Candescent?
Candescent is the largest non-core digital banking provider. We bring together the transformative technologies that power and connect account opening, digital banking and branch solutions for banks and credit unions of all sizes on any core. Our Candescent solutions power the top three U.S. mobile banking apps and are trusted by banks and credit unions of all sizes.
We offer an extensive portfolio of industry-leading products and services with an extensible ecosystem of out-of-the-box and integrated partner solutions. In addition, our API-first architecture and developer tools enable financial institutions to optimize and expand upon their existing capabilities by seamlessly integrating custom-built or third-party solutions. And our connected in-person, remote and digital experiences reinvent customer service across all channels.
Self-service configuration and marketing tools give financial institutions greater control of their branding, targeted messaging and overall user experience. And data-driven analytics and reporting tools provide valuable insights to help drive continued growth and profitability. From conversions and implementations to custom development and customer care, our clients get expert, end-to-end support at every step.
The Senior Product Operations Manager – Customer Feedback & Prioritization will build from the ground up, the unified system that turns customer input into actionable product decisions. You’ll take what’s working across today’s tools and processes—Salesforce, Slack, Jira—and bring them together into a single, connected ecosystem that captures, weights, and routes feedback with clarity and consistency.
Sitting at the intersection of Product, Engineering, Customer Success, and the Revenue organization, you’ll architect and operate the end-to-end feedback loop: from intake to prioritization to customer follow-up. Your work will ensure every voice is heard, every insight is traceable, and customers can see their feedback reflected in our roadmap.
Primary Responsibilities
Technical
Integrated into our shared values is Candescent’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Candescent is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at Candescent has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes.
We offer an extensive portfolio of industry-leading products and services with an extensible ecosystem of out-of-the-box and integrated partner solutions. In addition, our API-first architecture and developer tools enable financial institutions to optimize and expand upon their existing capabilities by seamlessly integrating custom-built or third-party solutions. And our connected in-person, remote and digital experiences reinvent customer service across all channels.
Self-service configuration and marketing tools give financial institutions greater control of their branding, targeted messaging and overall user experience. And data-driven analytics and reporting tools provide valuable insights to help drive continued growth and profitability. From conversions and implementations to custom development and customer care, our clients get expert, end-to-end support at every step.
The Senior Product Operations Manager – Customer Feedback & Prioritization will build from the ground up, the unified system that turns customer input into actionable product decisions. You’ll take what’s working across today’s tools and processes—Salesforce, Slack, Jira—and bring them together into a single, connected ecosystem that captures, weights, and routes feedback with clarity and consistency.
Sitting at the intersection of Product, Engineering, Customer Success, and the Revenue organization, you’ll architect and operate the end-to-end feedback loop: from intake to prioritization to customer follow-up. Your work will ensure every voice is heard, every insight is traceable, and customers can see their feedback reflected in our roadmap.
Primary Responsibilities
- Design and operationalize the centralized intake and prioritization system for customer and field requests across Salesforce, Slack, and Jira.
- Build and maintain Jira workflows and integrations that support intake tracking, prioritization scoring, and feedback routing to the right product owners.
- Partner with GTM and CS teams to ensure Slack-based intake workflows effectively capture context and auto-route into Jira or Salesforce.
- Establish weighting criteria and governance models that balance customer value, strategic alignment, and delivery capacity.
- Facilitate feedback review and triage cadences, ensuring cross-functional visibility into decisions, tradeoffs, and resulting roadmap updates.
- Partner with Product Managers to disposition feedback and communicate outcomes—planned, deferred, or declined—closing the loop with customer-facing teams.
- Develop dashboards and analytics that surface top feedback themes, volume trends, and customer impact metrics.
- Continuously refine tooling and automation to reduce manual handling and increase throughput of validated feedback.
Technical
- Advanced fluency in Jira, including designing and optimizing workflows for intake and prioritization management.
- Experience building Slack workflows and integrations to capture and route customer feedback and internal requests.
- Working knowledge of Salesforce, with ability to design connectivity and data flow between CRM and product tracking systems.
- Experience integrating systems across Jira, Salesforce, Slack, and analytics platforms (e.g., Domo, Productboard, or Jira Product Discovery).
- Ability to design scalable governance, automation, and reporting systems that link customer input to roadmap decisions.
- 8 years in product operations, product management, or customer experience in a SaaS environment.
- Proven success building or scaling intake and prioritization systems that bridge customer insights with product execution.
- Experience working cross-functionally with Product, Engineering, and GTM to align feedback with strategy and delivery.
- Strong communication, facilitation, and systems-thinking skills; able to turn ambiguity into structure and clarity.
Integrated into our shared values is Candescent’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Candescent is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at Candescent has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes.
