Product Operations Specialist managing Technical Operations workflows for Pigment’s AI business - planning platform. Improving SOPs, resolving high - volume tickets, and scaling customer support.
About the role
- Product operations leader scaling AI, analytics, and governance at GS1 Canada, the standards organization. Enabling product teams through measurement, tooling, research, and operational excellence.
Responsibilities
- Own the end-to-end product operational model, from intake and portfolio governance through analytics, measurement, and continuous improvement
- Report to the VP of Product Management and work cross-functionally with Engineering, Design, Data, Finance, and Marketing
- Govern the rollout of GS1 Canada’s structured product operating model across teams
- Define and maintain KPI frameworks and product success metrics across the product portfolio
- Establish and govern the analytics platform, ensuring data quality, accessibility, and accuracy
- Implement and manage executive dashboards that surface product trends, risks, and opportunities
- Own the NPS program, including surveys, feedback consolidation, sentiment analysis, and insight presentation
- Establish a centralized customer research repository and synthesize fragmented feedback into prioritized insights
- Partner with Subscriber Support and Account Management to identify field signals and operational friction
- Implement and optimize product analytics tooling, including Pendo and related platforms
- Design and deliver ad-hoc analyses and actionable recommendations on product opportunities and user behavior
- Evaluate, pilot, and scale generative AI and agentic system capabilities within the product organization
- Maintain the AI Workbench, including AI skills, prompts, responsible-use governance, and enablement
- Establish intake discipline, portfolio visibility, dependency tracking, risk flagging, and executive portfolio health reporting
- Create and enforce product governance standards, documentation templates, decision logs, launch checklists, and post-launch reviews
- Own the product management technology stack, tools, platforms, and integrations
- Standardize product processes, communications, and documentation across teams
- Develop self-service product insight capabilities through dashboards, templates, documentation, and training
- Support onboarding and integration of new product managers
Requirements
- 4+ years in product operations, product analytics, or related operational roles supporting product management teams or product-led organizations; or equivalent product management experience with deep analytics and operational discipline
- Demonstrated expertise in designing and maintaining KPI frameworks, product analytics platforms, and measurement systems at scale
- Working knowledge of tools like Pendo, Amplitude, or similar analytics platforms
- Experience leading intake, roadmap prioritization, and portfolio management processes in complex product organizations with multiple teams and competing priorities
- Strong SQL and data analysis skills; ability to write queries, interpret results, and translate data into actionable product narratives
- Proven ability to standardize and scale product processes, documentation, and governance without creating bureaucracy
- Familiarity with AI/ML and emerging technologies, including hands-on experience with generative AI tools and agentic systems
- Excellent written and verbal communication; ability to synthesize complex data into clear narratives for product managers, executives, and cross-functional partners
- Knowledge of GS1 standards, data governance principles, or master data management is an asset but not required
- Willingness to build GS1 standards, data governance, or master data management depth quickly
- Experience with product management tools such as Jira and Confluence, or similar
- Ability to evaluate and integrate new platforms into existing workflows
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