Product Operations Manager

About Us Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster. At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity. The future belongs to those who keep learning, and we are building it together. At Diligent, you're not just building the future - you're an agent of positive change, joining a global community on a mission to make an impact. Learn more at diligent.com or follow us on LinkedIn and Facebook Position Overview We're seeking a Product Operations Manager to join our newly established Product Operations team and partner with one of our four Business Units. This role blends product analytics expertise with operational excellence, driving clarity, efficiency, and impact across our product organization. You'll act as a trusted partner for Product, Engineering, and Design leaders. You'll be instrumental in helping define the metrics that matter, streamlining data and feedback loops, coordinating planning and OKR rituals, and helping shape and embed our product operating model. This is a strategic hands-on role with high visibility, reporting directly to the Director of Product Operations. Key Responsibilities Metrics & Governance Define and maintain "Metrics That Matter" frameworks and KPI hierarchies (North Star, input, and health metrics) for your Business Unit. Own the tracking plan and schema governance (events, properties, IDs, versioning, QA). Partner with Engineering to ensure accurate instrumentation across platforms (web and mobile). Support Product Leadership in data exploration and analysis using SQL and related tools. Collaborate with Business Analytics to ensure trustworthy data and clear insights that drive decisions. Strategic Reporting & Insight Develop BU scorecards and dashboards covering Product and Engineering metrics, in partnership with Business Analytics. Ensure reports and insights combine quantitative and qualitative data with clear recommendations for action. Automate reporting workflows where possible to improve visibility and efficiency. Tooling & Integration Own the product analytics tech stack (e.g., Amplitude, Mixpanel, Pendo), ensuring teams have access, training, and autonomy to self-serve. Oversee integrations with our data warehouse and key business systems (e.g., Salesforce). Partner with central data and engineering teams on instrumentation, pipelines, and data quality. Voice of Customer Design and manage a centralized feedback and survey strategy for your BU. Aggregate insights from customer feedback, NPS, and internal sources into actionable recommendations. Partner with Product Managers to operationalize Voice of Customer programs (e.g., idea portals, listening rituals). Product Practice & Strategy Support Product Leadership in strategic planning, OKR setting, and key rituals (QBRs, Product Summits). Collaborate with the Director of Product Operations to define and evolve the Product Operating Model. Ensure consistent adoption of best practices and tools across the product development lifecycle. Required Experience & Skills 5–7+ years in Product Operations, Product Analytics, or Product Management. Strong SQL skills and comfort working with raw data; experience with Python, R, or APIs a plus. Understanding data modeling, ETL, and BI tools (e.g., dbt, Tableau, Looker, Power BI). Proven ability to translate complex data into clear, actionable insights for non-technical audiences. Strong understanding of product management principles and product development lifecycles. Excellent stakeholder management and communication skills across Product, Engineering, and Finance. Experience with product analytics tools (Pendo, Amplitude) preferred. Familiarity with AI and automation in operational workflows is a plus. What Diligent Offers You Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney. Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding. Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community. We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com. To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.