Product Operations Lead

The Product Operations Lead ensures the smooth execution, operational support, and lifecycle management of all customer-facing components within the Product Portfolio. This role bridges delivery, stakeholder engagement, and operational escalation—driving clarity across BA and ops teams, coordinating OEM lifecycle activities, and ensuring that customer-facing product experiences are stable, compliant, and aligned with business expectations. Additionally, the Product Operation Lead supports Agile execution, manages inbound queries, and ensures product outcomes meet business and customer needs. The role also includes leading and mentoring a team of Business Analysts and operational personnel to foster excellence in delivery and performance.

Key Responsibilities:

1. Vision, Goals and Measurement

• Align product goals with business objectives and performance metrics

• Own and communicate product vision across teams and stakeholders

• Ensure customer-facing product components reflect agreed business outcomes

2. Risk Mitigation

• Identify and escalate risks early to prevent delivery disruption

• Propose mitigations and maintain operational stability across customer-facing flows

• Ensure adherence to agreed SLAs across operational workflows

• Implement corrective actions when SLA breaches occur, and escalate where necessary

3. BA & Ops Team Leadership

• Lead and mentor BA and operations staff

• Ensure high-quality requirements and effective cross-functional handoff

• Triage and resolve operational escalations into the product area, especially those impacting customers

• Analyze recurring operational escalations and present actionable requirements or solutions to prevent recurrence

• Maintain clear documentation of escalation patterns and resolution strategies

4. Stakeholder Management

• Collaborate across business, IT, and other product teams

• Build trust and facilitate decision-making with stakeholders

• Manage dependencies and ensure alignment across functions

• Communicate effectively across technical and non-technical audiences, ensuring clarity, alignment, and trust

• Deliver concise, actionable updates to stakeholders on SLA performance and operational risks•

5. OEM Lifecycle Management

• Own onboarding, configuration, and deprecation of OEMs

• Manage Trustonic integration and device provisioning logic

• Respond to inbound queries from repair centres and external partners

• Maintain OEM roadmap and ensure backend alignment with customer-facing logic