Director, Product Operations

Bazaarvoice is seeking an experienced, strategic, and execution-oriented Director of Product Operations to lead and scale our core Product Operations discipline.In this critical leadership role, you will act as the force multiplier for our global Product & Engineering organization. You will build, streamline, and govern the operating model that enables our product teams to build the right things, launch them efficiently, and measure their business impact. A key dimension of this role will be driving innovation in operational workflows by leveraging AI to eliminate friction, automate routine effort, and elevate quality and consistency across all product processes.As Director, you will manage, mentor, and grow a team of four (4) dedicated Product Program Managers as well as oversee the Product Knowledge team, aligning their focus across strategic product pillars, portfolio roadmap visibility, technical communications, centralized knowledge management, and cross-functional enablement.

What You’ll Be Doing

• Partner closely with Product Marketing, Client Success, Sales, and Support to orchestrate frictionless Product Launch & Readiness (GTM) processes.
• Oversee the strategy and execution of the Product Knowledge team, ensuring the product knowledge base and technical communications remain accurate, accessible, and up to date for internal and external stakeholders.
• Ensure front-line teams are equipped with product knowledge, documentation, release notes, and operational training prior to feature rollouts.
• Establish closed-loop feedback systems to aggregate Voice of Customer (VoC) and Voice of Field data into Product Management prioritization.
• Product Governance & Roadmap Operations
• Standardize and elevate the end-to-end product delivery lifecycle (PDLC), from opportunity discovery through execution and launch.
• Maintain cross-team visibility into product roadmaps, keeping Product Management, Engineering, Design, and leadership aligned on progress and status.
• Own and optimize the Product tech stack (e.g., Notion, Pendo, Jira, Confluence, Gong) to drive data-informed decision-making and operational efficiency.
• Champion AI-driven process optimization across the Product organization to streamline workflows, reduce manual overhead, and drive operational consistency across teams.
• Define and track key product health metrics, feature adoption rates, and operational efficiency metrics across the portfolio.
• Lead, coach, and empower a team of 4 individual Program Managers and the Product Knowledge team, fostering a high-performance, collaborative, and results-driven culture.
• Establish clear team KPIs, resource allocation models, and career development pathways for your direct reports.
• Serve as an escalation point for complex operational roadblocks across product lines

What You'll Bring:

• 10+ years of total experience in Product Operations, Technical Program Management, or Product Management in a fast-paced B2B SaaS or enterprise software environment.
• 4+ years of direct people management experience, with a proven track record of leading, developing, and scaling high-performing program managers and technical communications or documentation functions.
• Deep Product Ops Expertise: Demonstrated success building or maturing a Product Operations function from early/mid-stage to enterprise scale.
• AI-First Operational Mindset: Proven track record of evaluating and integrating AI technologies into operational workflows to reduce manual effort, automate repeatable tasks, and ensure organizational consistency.
• Knowledge & Comms Management: Experience managing internal and external product knowledge bases, technical writing, and release communication frameworks..
• Hands-on experience and proficiency with key product platforms, analytics, and AI tools, including Notion, Pendo, Claude Cowork, Jira, Confluence, and Gong.
• Exceptional ability to synthesize complex quantitative data and qualitative feedback into actionable operational strategies.
• Cross-Functional Influence: Outstanding communication, collaboration, and negotiation skills to align diverse stakeholders across Product, Engineering, Sales, and CS without direct authority.
• Comfortable navigating ambiguity, driving clarity, and scaling processes within a dynamic, matrixed environment.