Product Operations Manager

Product Operations Manager

Location: Remote (Austin, TX preferred)
Type: 12+ Month Contract (W2 Only)
Employment Type: W2 Only (No C2C or sponsorship)

Overview

We're seeking a Product Operations Manager with strong analytical depth to evaluate and optimize the suite of applications that power a large-scale Retail Contact Center (RCC). This person will dig into the data behind how tools perform, assess their productivity impact, validate user behavior, and recommend improvements that enhance speed, quality, and automation across the organization.

This role sits at the intersection of product, analytics, and operations - ideal for someone who thrives on turning complex datasets into actionable product insights.

Key Responsibilities

• Analyze performance of all applications and platforms used by the Retail Contact Center.
• Validate SQL queries, user activity, and operational metrics to ensure data accuracy.
• Conduct deep-dive analytics to quantify the value and ROI of new product features.
• Evaluate existing systems for productivity impact and identify opportunities for optimization, automation, and improved user experience.
• Perform A/B testing, causal inference analysis, and performance benchmarking.
• Compare human vs. AI outputs using accuracy metrics, confusion matrices, and quality evaluation frameworks.
• Interview Product Managers and operational stakeholders to understand workflows and pain points.
• Create data-driven recommendations and present findings to senior leadership.
• Partner with cross-functional teams across product, engineering, data, and contact center operations.

Required Skills & Experience

• 6-10 years of experience in analytics, product operations, or data-driven process improvement.
• Expert-level SQL (Snowflake preferred).
• Strong experience with data visualization tools (Tableau preferred; Power BI acceptable).
• Hands-on experience with A/B testing, causal inference, and performance benchmarking.
• Familiarity with:
• Contact Center workflows
• CRM/ticketing tools
• LLM-driven automation systems

• Strong understanding of:
• Accuracy metrics
• Confusion matrices
• Evaluating human vs. AI output
  
  Nice to Have
  
  • Python
  • Background in eCommerce, customer service, automation, or LLM/AI-enabled platforms
  
  
  What Success Looks Like
  
  • You quickly assess and understand the end-to-end application ecosystem supporting RCC operations.
  • You develop clear, data-backed insights into tool performance and user behavior.
  • You influence product decisions by quantifying the impact and value of features.
  • Your findings directly improve system efficiency, automation, and user experience.

TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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