{"id":2393674,"url":"https://alion.io/job/guardify-product-operations-manager","title":"Product Operations Manager","company":{"id":2036023,"name":"Guardify","domain":"guardify.com","url":"https://alion.io/company/guardify","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":null},"role":"Product","role_family":"Product","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Omaha, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":88000,"max_usd":174000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":645},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Python","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-12T19:23:39Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T11:28:40Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Guardify\nGuardify helps criminal justice ecosystems with technology that accelerates justice and healing for survivors of crime. We are a mission-driven, rapidly growing startup and sustainable social enterprise.\nOur cloud-based platform provides digital evidence management, case management, and capture solutions that help Child Advocacy Centers, law enforcement, and other public-sector organizations securely manage critical information.\nAbout the Role\nAs a Product Operations Manager, you will own how customers onboard onto Guardify and how we support them throughout their experience with our products, including Cases, Evidence, and Capture.\nThis is a hands-on position where you'll lead onboarding calls, manage data migrations, resolve customer escalations, and improve the processes that support customer success.\nYou'll work closely with Product Managers, Engineering, and Account Management to ensure customers receive exceptional support and successfully adopt Guardify's solutions.\nThis is an individual contributor role with an opportunity to grow into team leadership as the company expands.\nWhat You’ll Do\nManage customer onboarding from initial intake through data migration, account setup, training, and go-live.\n\nEstablish and manage customer go-live timelines, ensuring successful implementation and adoption.\n\nOversee complex data migrations from legacy systems while protecting sensitive customer information.\n\nCoordinate multi-center and statewide implementations.\n\nDevelop customer training resources, documentation, and support materials.\n\nManage customer support requests, escalations, and issue resolution.\n\nCollaborate with Engineering and Product teams to identify and resolve technical challenges.\n\nIdentify recurring customer issues and implement improvements that address root causes.\n\nDevelop scalable onboarding and support processes, including automation and AI-assisted tools.\n\nTrack onboarding timelines, customer activation, support performance, and customer satisfaction.\n\nUse data and customer feedback to improve product operations and the overall customer experience.\n\nRequirements\nWhat We’re Looking For\n4+ years of experience in onboarding, implementation, customer operations, support, or solutions consulting within a software company.\n\nProven experience managing customer onboarding or software implementations from start to finish.\n\nAbility to manage multiple customer implementations, deadlines, and priorities.\n\nStrong analytical and problem-solving skills, with experience identifying and addressing root causes.\n\nExperience working with data, spreadsheets, migration mapping, and support reporting.\n\nStrong written and verbal communication skills, including managing difficult customer conversations.\n\nAbility to make decisions independently, take ownership, and follow through on outcomes.\n\nComfortable learning new technologies, including AI-assisted tools and automation.\n\nCustomer-first mindset with a passion for delivering excellent service.\n\nAbility to collaborate across Product, Engineering, and Account Management teams.\n\nNice to Have\nExperience migrating sensitive customer data from legacy software systems.\n\nBackground in government technology, public sector, healthcare, law enforcement, or other mission-critical software.\n\nFamiliarity with Child Advocacy Centers, prosecution, or law enforcement workflows.\n\nExperience coordinating multi-site or statewide software implementations.\n\nExperience supporting software products with hardware components.\n\nExperience building internal tools or automations using SQL, Python, or low-code platforms.","description_format":"text","description_chars":3617,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Homeland Security","Scheduling & Booking 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