Product operations leader scaling AI, analytics, and governance at GS1 Canada, the standards organization. Enabling product teams through measurement, tooling, research, and operational excellence.
About the role
- Product Operations Specialist managing Technical Operations workflows for Pigment’s AI business-planning platform. Improving SOPs, resolving high-volume tickets, and scaling customer support.
Responsibilities
- Own a high-volume category of Technical Operations tickets
- Provide operational assistance and handle requests accurately and efficiently
- Manage workflows including workspace provisioning, SSO configuration support, and environment/deployment amendments
- Diagnose, replicate, and resolve issues within defined workflows, runbooks, and escalation paths
- Escalate issues outside established processes to Product Specialists, Engineering, or Support Managers
- Improve SOPs, reduce manual effort, and create scalable operational processes
- Deliver excellent customer service as part of the Support team
- Identify recurring questions, documentation gaps, and customer education opportunities
- Surface recurring issues, patterns, and friction points to Product, Engineering, Support, and Customer Success teams
- Monitor customer health and help resolve operational issues proactively
- Collaborate with Product Specialists, Support Managers, Engineering, and cross-functional partners
Requirements
- 2+ years of experience in Application Support, Technical Support in a SaaS environment, Support Operations, Product Operations, Customer Operations, or FP&A/Financial Modeling
- Strong written and verbal communication skills
- Experience collaborating with technical and non-technical stakeholders
- Accurate, detail-oriented work following structured processes
- Ability to identify, communicate, and escalate issues, blockers, and risks
- Experience working independently and taking ownership of outcomes
- Ability to manage high-volume, repeatable work while maintaining accuracy, consistency, and quality
- Track record of exceptional customer service and building trusted relationships
- Experience collaborating in a fast-paced, global, distributed team
- Experience partnering with cross-functional teams and managing internal requests
- Spreadsheets or business planning knowledge is beneficial
- HTML, CSS, SQL, APIs, or Data Integrations would be a plus
- Experience with support ticketing systems, operational queues, SOPs, internal playbooks, or knowledge bases would be helpful
- Experience with Notion, FreshDesk, Jira, DataDog, or similar platforms would be beneficial
Benefits
- Competitive base salary
- Equity package
- Comprehensive benefits
- Generous time off
- Parental leave policies
- One company offsite every year
- High-end equipment (based on stock/availability)
- Structured training opportunities and development pathways
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Degree requirement
No Education Requirement
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