Job Description
Job Description
QAD is hiring a senior operator to own three connected things: how we measure whether our products are working, how we launch new products into the market, and how we keep them adopted once theyre live.
The role owns the metrics layer across our product portfolio telemetry, adoption analytics, value realization and runs the operational mechanics of every product launch. After launch, youre the person who notices when usage decays, diagnoses why, and routes the fix to the right team. Youll partner closely with the Customer Success organization, which executes the customer-facing side of adoption work under your diagnostic direction.
This is the most operationally demanding seat on the Product Operations team and the one with the most cross-functional surface area. It reports to the Head of Product Operations.
What youll own
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Own KPI governance and the metrics layer: workflow telemetry, adoption analytics, product-health dashboards, decision outcomes vs. baseline. Standardize dual success metrics across the portfolio (product outcomes and model metrics) so teams know what "good enough" means at each capability tier.
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Own value-realization tracking: prove ROI per launched product at the customer level. This evidence does two jobs it informs stage-gate decisions, and it underwrites the case for continued investment in the new product portfolio.
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Run NPI launch mechanics: launch readiness, enablement materials, sales and customer success playbooks, pricing-and-packaging coordination per product, and the cross-functional launch calendar.
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Own adoption health monitoring across the entire shipped portfolio. Maintain the leading-indicator dashboard. When sustained usage decay is flagged (with thresholds defined per product), trigger the adoption response protocol within 48 hours: pull evaluation signals, value-realization data, and field notes; diagnose the root cause; route to the right owner.
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Be the single accountable owner of root-cause diagnosis when adoption drops. Route product gaps to the product team, enablement gaps to Customer Success, and customer-fit issues to the field deployment team. Customer Success executes the human-side fix; you stay accountable for the signal and the routing.
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Run PM enablement: AI-native methodology, templates, the experimentation cadence, and the training that helps product managers evolve into operators of AI-powered products. Partner closely with the AI Quality Evaluation Lead so PM training on evaluation-writing is integrated, not bolted on.
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Standardize the intake process for user feedback, feature requests, and field signals, and own the core product-ops tool stack. Qualifications
What were looking for
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5-8 years in product ops, product launch/GTM operations, customer-success operations, or product analytics with demonstrated ownership of at least two of the three (launch, analytics, adoption).
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Hands-on experience launching products in a multi-SKU enterprise environment; bonus if youve owned a post-launch adoption motion working with a separate Customer Success team.
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Strong analytics: dashboards, partnering with data teams to build self-serve analytics for product managers, SQL and spreadsheet automation expected.
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Strong facilitator who can hold a cross-functional diagnostic conversation. The job is calling the right meeting at the right time and making sure the right four humans are in it.
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Backbone, in a different flavor than the Heads. You will need to tell Customer Success leadership "this is not an enablement problem, please dont run that playbook" and be right.
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Curiosity about the AI landscape; you dont need to build evaluations but you need to read them.