Note: The job is a remote job and is open to candidates in USA. Virtuous is a company dedicated to inspiring global generosity by helping nonprofits enhance their relationships with donors. The Product Operations Manager will be responsible for transforming customer feedback into actionable insights for product development, ensuring that the voice of the customer is prioritized and effectively communicated across teams.
Responsibilities
- Signal to well defined input. You take confirmed defects and escalations and turn them into prioritized, reproducible work with real customer and business context attached. Engineers should open their queue and find clarity, not archaeology
- Intake that meets people where they already work. You run the pipeline that captures signal from support, CX, CSMs, sales, and customers into one structured place. Sharing feedback should be easier than not sharing it. The rails are shared across areas so we speak one taxonomy. You operate them, you hold the line on them, and you push on what should be better
- The AI layer. You build and tune the AI powered pipelines that enrich, tag, cluster, and summarize unstructured feedback into trackable work. You partner with engineering on tooling and evals so synthesis quality measurably improves instead of quietly stagnating
- Patterns. You see what nobody working a single ticket can see: which issues are actually the same issue, which recurring fix needs a permanent solution, which whole cluster disappears if we solve the thing underneath it. You surface those patterns and they become roadmap
- Prioritization partnership. You and the PM rank customer facing work together by customer, business, and revenue impact. You bring the evidence and the ranking, and you are expected to have a view
- Closing the loop with customers. You make sure the work lands where it started. You help support close out escalated customers and grouped tickets with real answers. You own the weekly round up of improvements and fixes that feeds the changelog on the product hub, so what we shipped is visible
- Release comms, connected. PMs write the changelog posts and PMM approves them. You are the person who knows what is actually moving in your area week to week, so you make sure those connections happen and nothing ships silently. You work with PM and PMM to keep CX, Revenue, and enablement current on what changed and what it means for their roles and our customers
- Visibility. You build the layer that gives CX and G2M a clear line of sight from customer input to shipped outcome, so they can close the loop with customers confidently and in real time. As product telemetry comes online, you make sure the signal from your area gets reported up and out
- Voice of the customer programs. You partner with CX and Revenue to run structured programs that generate high signal feedback by design: customer and partner advisory cohorts, early access, user groups. You define what high signal means for your area, tied to specific use cases, severity, revenue context, and segment, so product teams can make confident tradeoffs
- Metrics. You own the numbers that prove the loop works: time from signal to well defined input, signal quality, patterns converted into permanent fixes, customer satisfaction, and automation
Skills
- You have built AI enabled workflows yourself
- You have written the prompts, tested them against reality, and shipped something people actually use
- 5+ years working at the intersection of customers, product, and technology
- You are energized rather than annoyed by messy input
- You have real customer empathy and you are willing to get in the weeds
- You create structure where none exists and can ship a v1 in weeks, not quarters
- You write well
- You are comfortable with ambiguity and you have a bias toward starting
- Fundraising technology
- Nonprofit CRM
- Experience with feedback tooling
- Familiarity with Linear
- Program management / systems + operational instincts
Benefits
- Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
- 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
- We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO
- Supportive time off including paid volunteer days and company holidays
- Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
- 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
- We pride ourselves on Community and host exciting company outings and events.
Company Overview
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