Senior Product Operations Manager - Craft Education

Western Governors University
life insurance, flexible benefit account, parental leave, paid time off, paid holidays, sick time
United States, Tennessee, Nashville
Feb 26, 2025
If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider Craft Education as the next step in your career. Craft Education is on a mission to solve skilled labor shortages by powering work-based learning pathways for all. At Craft, we're revolutionizing the apprenticeship degree, combining on-the-job learning with accredited instruction to create innovative educational pathways that accommodate working professionals and meet employer needs. Our flagship product - Craft Connect - helps organizations administer apprentice degree programs and address mission-critical data and reporting needs. Through the same platform, Craft is also transforming how on-the-job learning converts into academic credits. Our team of technology, education and workforce professionals also provides technical assistance to organizations looking to launch and manage apprenticeship degree programs. We are working tirelessly to accelerate the expansion of these programs along with the data infrastructure that underpins them. If you're looking to join the work-based learning revolution, we'd love to talk with you. At Craft, you'll have the opportunity to solve hard problems in a high-growth startup environment and make a lasting impact on the future of education and workforce development. We couldn't be more excited to advance this work as a team of innovative, collaborative and mission-oriented professionals - we hope you'll consider joining us. The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Pay Range: $105,600.00 - $158,400.00 Job Description The Senior Product Operations Manager ensures Craft Education's product organization operates with efficiency, clarity, and a data-driven approach. This role owns product analytics, customer and market insights, sprint execution, and process standardization to drive data-informed decision-making, cross-functional collaboration, and operational excellence. This role will work closely with Product Managers, Engineering, Customer Success, and other stakeholders to optimize product processes, enhance data insights, and ensure customer pain points are prioritized strategically within the product roadmap. Key Responsibilities: Data & Analytics Ownership Owns the strategy, selection, and implementation of application usage analytics tools (e.g., Amplitude, Mixpanel, Pendo) and ensures accurate tracking. Collaborates with Data & Engineering to track product adoption, churn signals, usage patterns, and product health metrics. Defines and maintains key product health indicators (PHIs) to provide leadership with a clear picture of how products are performing. Works cross-functionally to ensure data accuracy and usability for internal teams making roadmap and execution decisions. Customer & Market Insights Builds scalable feedback loops to collect and synthesize customer pain points via support tickets, NPS surveys, in-app feedback, etc. Partners with UX Research & Customer Success to ensure feedback is strategically aligned with the product roadmap, rather than handled reactively. Monitors market trends, competitive offerings, and industry benchmarks to inform product strategy. Acts as a key voice of the customer within product operations, ensuring strategic alignment of roadmap improvements to long-term customer needs. Sprint & Process Management Owns sprint planning, ensuring engineering teams execute efficiently against roadmap priorities. Owns and maintains standardized cross-team templates, best practices, and expectations to drive clarity and efficiency. Owns retrospectives (retros), post-mortems, and incident reviews, ensuring insights are captured and applied to improve team processes and execution. Develops and enforces SDLC (Software Development Life Cycle) best practices to enhance transparency and accountability. Cross-Team Alignment Acts as a bridge between Product, Engineering, Release, UX Research, and Customer Success to ensure smooth execution. Partners with Product Release to ensure post-release adoption trends are captured and communicated to the broader team. Establishes structured workflows to maintain operational efficiency and strategic alignment. Job Qualifications: Minimum Qualifications: Typically requires a University Degree or equivalent experience Minimum of 5 years related experience in Product Operations, Business Operations, or Product Management. Experience with analytics tooling (Amplitude, Mixpanel, Pendo, Metabase, or similar). Deep understanding of customer feedback collection methods and market research strategies. Strong expertise in sprint planning, retrospectives, and process standardization. Ability to analyze product data and translate it into actionable insights. Strong stakeholder management and cross-functional collaboration skills. Preferred Qualifications: Experience working in SaaS, EdTech, or a data-driven tech environment. Familiarity with feature flagging strategies (Statsig, LaunchDarkly, etc.) Background in user research, competitive intelligence, or CX analytics. Work Location Work location is determined by role and business needs. In addition to our headquarters in Salt Lake City, UT, we have several satellite locations across the US. Senior leadership, administrative functions, and technology teams are typically assigned to work in one of our office locations. This position could be Co-Located in either Salt Lake City, UT or Nashville, TN once a dedicated space in Nashville is established. #LI-MM1 Position & Application Details Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave. How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday. Additional Information Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive. Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu. Equal Opportunity Employer: We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.