Senior Product Operations Manager presso Quandri

We're Quandri, our mission is to unlock the world's insurance data so brokerages and agencies can best serve their clients. Our Renewal Intelligence Platform is designed to help brokerages save time, increase profitability, and drive better outcomes for their staff, clients, and business.We saw 3x ARR growth last year and have plans to continue to grow both revenue and our team this year. Named one of LinkedIn's Top Canadian Startups in 2024, we have already made a big impact on the insurance industry. However, what matters most is making our customer's lives better one renewal at a time. We want you to be a critical part of that journey! We're a hybrid company, with ⅔ of our team in Vancouver and the rest distributed. For those in Vancouver, we have an office in Olympic Village that we expect people to be at three days a week. We understand both the advantages of some flexibility around personal lives, and the positive interpersonal effects of in-person collaboration.Running a profitable personal lines book of business is harder than ever for insurance brokerages. Market conditions, rising costs, talent shortages, and staffing constraints are just some of the challenges that hinder profit margins, scalability, and exceptional client service. Trusted by 5 of Canada's top 10 brokerages, Quandri is transforming the renewal process with AI-driven automation, enabling proactive workflows and delivering data-driven insights.Today's renewal process is often reactive, with brokers focusing on clients who request help rather than adopting a proactive, data-driven approach. Quandri is revolutionizing renewals by offering a platform that uses AI and automation to streamline operations. This allows brokerages to retain more business, enhance client and staff experiences, reduce E&O risk, and boost sales through upselling and cross-selling.Are you looking to make an impact in your next role? How about transforming an entire industry? At Quandri, we're unlocking new frontiers in insurance. To do that, we model our culture as a crew of interstellar astronauts. As Quandronauts, we're committed to building a company that is diverse and multi-faceted. We've raised venture capital from top US and Canadian investors to help us achieve our mission, and are now scaling to achieve this.



About the Role:

The Senior Product Operations Manager is a senior execution role at Quandri, responsible for ensuring our product runs smoothly, issues are resolved efficiently, and our team can focus on delivering exceptional user experiences. You will be the operational backbone that keeps our product healthy and our cross-functional teams aligned, while driving operational excellence across our expanding product portfolio.

Reporting to the VP of Product, you will own complex operational frameworks, manage critical escalations, and serve as the primary operational expert for our most challenging production issues. Your expertise will be vital in maintaining product reliability while supporting our rapid growth and expanding customer base.

What you'll do:

Product & Engineering Process Ownership: Standardize and own product development processes including feature request intake, prioritization frameworks, and release management across all product lines

AI-Driven Process Innovation: Continuously identify opportunities to leverage AI for automating workflows, improving decision-making, and enhancing operational efficiency across all areas of responsibility

Linear Administration & Optimization: Own Linear configuration, workflows, and best practices, ensuring the product and engineering teams have efficient systems for tracking and executing work

Advanced Issue Management & SLAs: Own triage and management of complex SLAs for bugs requiring Product team attention, including enterprise-level escalations and critical production issues

Product Analytics & Dashboards: Build and maintain comprehensive dashboards for product usage, feature adoption, KPIs, and operational health using tools like Databricks and Mixpanel

Quarterly Planning Operations: Organize and facilitate quarterly planning processes including scheduling, preparation, documentation, and ensuring smooth execution of planning cycles

Release Management Excellence: Lead release readiness reviews, maintain launch quality checklists, coordinate complex go/no-go decisions, and ensure cross-functional team readiness for new releases

Cross-Functional Coordination Leadership: Serve as senior liaison between Product, Engineering, Support, and other teams during major incidents and complex operational challenges

Feature Request Management: Set up and maintain systems for feature request intake, triage, and prioritization to support product decision-making

Customer Impact Management: Coordinate customer communications during major incidents and own customer-facing metrics monitoring and escalation

Post-Mortem Leadership: Conduct thorough post-mortems for complex incidents and ensure systematic organizational learning and process improvement

Operational Intelligence: Provide advanced operational insights to inform product roadmap decisions and strategic planning

The right person for this role will have:

8+ years of experience in product operations, technical program management, or similar role with demonstrated expertise in complex environments

AI-first mindset with demonstrated track record of using AI tools to solve problems, automate workflows, and drive operational improvements before considering traditional approaches

Process design expertise with proven track record standardizing product development processes, intake systems, and prioritization frameworks

Creative problem-solving with AI with ability to identify non-obvious opportunities where AI can eliminate manual work, improve accuracy, or enhance decision-making

Advanced workflow optimization with proven experience building and optimizing sophisticated workflows in Linear, Jira, or similar project management tools

Expert analytical skills with experience building dashboards for product metrics, KPIs, and operational health using analytics platforms

Complex SLA management with experience managing enterprise-level SLAs and coordinating sophisticated cross-functional incident response

Senior stakeholder management with ability to work effectively across technical and non-technical teams at all organizational levels

Advanced process improvement with track record of identifying and implementing complex operational improvements and driving excellence at scaleIndependent execution with ability to manage complex, multi-month operational initiatives with minimal oversight

Proven AI automation implementations with specific examples of using AI to automate operational processes, generate insights, or improve team productivity

Analytics platform experience with familiarity with Databricks, Mixpanel, or similar product analytics and data platforms

Scale-up experience at high-growth technology companies with experience managing operations through rapid scaling

Advanced support operations with background in customer support or technical support operations at enterprise level

Complex monitoring expertise with familiarity with advanced monitoring tools, alerting systems, and predictive analytics

Post-mortem expertise with extensive experience with sophisticated post-mortem processes and root cause analysis

Senior PM collaboration with extensive experience working closely with senior Product Management teams and executive stakeholdersInsurance domain knowledge with understanding of regulated industry operational requirements

Our guiding principles:

Customers at the core. We put the customer at the center of all we do. At a basic level, we believe business success comes down to talking to customers and building something they want. We don't listen to customers and just take what they say blindly, but we think critically about it and build what they need. Customers are the core of everything we do, and our business exists to serve them. We prioritize their needs over all else within the company.

Move with urgency. There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact.

Be curious. We understand the world by being curious and asking why. We aren't satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don't take someone's word for it or the answer "because that's how we do it." Understand why and dig deep.

Excellence in execution. We know that what separates good from great is a high level of execution. We commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email.

Act like an owner. We're all owners of the business and act like it. We follow through on commitments, own our results and think long-term.

Fight for simplicity. The law of increasing functional information states that systems evolve to become more complex over time. At Quandri, we believe there is sophistication in simplicity; as such, we intentionally fight for streamlined solutions and are committed to the uncomplicated.

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