What are the responsibilities and job description for the Product Operations Manager position at Guardify Inc.?
About Guardify
Guardify helps criminal justice ecosystems with technology that accelerates justice and healing for survivors of crime. We are a mission-driven, rapidly growing startup and sustainable social enterprise.
Our cloud-based platform provides digital evidence management, case management, and capture solutions that help Child Advocacy Centers, law enforcement, and other public-sector organizations securely manage critical information.
About the Role
As a Product Operations Manager, you will own how customers onboard onto Guardify and how we support them throughout their experience with our products, including Cases, Evidence, and Capture.
This is a hands-on position where you'll lead onboarding calls, manage data migrations, resolve customer escalations, and improve the processes that support customer success.
You'll work closely with Product Managers, Engineering, and Account Management to ensure customers receive exceptional support and successfully adopt Guardify's solutions.
This is an individual contributor role with an opportunity to grow into team leadership as the company expands.
What You’ll Do
Manage customer onboarding from initial intake through data migration, account setup, training, and go-live.
Establish and manage customer go-live timelines, ensuring successful implementation and adoption.
Oversee complex data migrations from legacy systems while protecting sensitive customer information.
Coordinate multi-center and statewide implementations.
Develop customer training resources, documentation, and support materials.
Manage customer support requests, escalations, and issue resolution.
Collaborate with Engineering and Product teams to identify and resolve technical challenges.
Identify recurring customer issues and implement improvements that address root causes.
Develop scalable onboarding and support processes, including automation and AI-assisted tools.
Track onboarding timelines, customer activation, support performance, and customer satisfaction.
Use data and customer feedback to improve product operations and the overall customer experience.
What We’re Looking For
4 years of experience in onboarding, implementation, customer operations, support, or solutions consulting within a software company.
Proven experience managing customer onboarding or software implementations from start to finish.
Ability to manage multiple customer implementations, deadlines, and priorities.
Strong analytical and problem-solving skills, with experience identifying and addressing root causes.
Experience working with data, spreadsheets, migration mapping, and support reporting.
Strong written and verbal communication skills, including managing difficult customer conversations.
Ability to make decisions independently, take ownership, and follow through on outcomes.
Comfortable learning new technologies, including AI-assisted tools and automation.
Customer-first mindset with a passion for delivering excellent service.
Ability to collaborate across Product, Engineering, and Account Management teams.
Nice to Have
Experience migrating sensitive customer data from legacy software systems.
Background in government technology, public sector, healthcare, law enforcement, or other mission-critical software.
Familiarity with Child Advocacy Centers, prosecution, or law enforcement workflows.
Experience coordinating multi-site or statewide software implementations.
Experience supporting software products with hardware components.
Experience building internal tools or automations using SQL, Python, or low-code platforms.