Operations Program Management

Operations Program Management at Brex ensures the smooth and efficient running of the expansive Ops organization, with our Product Operations team working hand-in-hand with product and engineering to ensure our Go-to-Market and Ops teams can collectively power the company’s “Dream Big” visions. The mission of Product Operations is to ensure customer advocacy and centricity in all products and features that Brex launches. We rally our team around operational readiness and diligent change management (training, communications, etc.), and ensure all of our workflows and standard operating procedures contribute to the best possible customer experience.

What you’ll do

At Brex we deeply value high quality Customer Experience and view it as necessary to our success. As a Product Operations Associate, you will act as the intermediary between our EPD teams and Customer Experience and Operations teams with a specific highlight on establishing a strong working model for Beta Programs. You will be responsible for ensuring that teams on CX, Ops, and GTM have complete context on Beta programs and the coordination between relevant partners.

Responsibilities

• Is a primary liaison between the EPD and CX/Ops and GTM teams for particular Beta launches
• Willing to own the Beta launch experience from start to finish
• Ensure that the framework and strategy for Beta launches are clearly established
• Develop the correct framework in providing a customer base for new product launches as they occur
• Coordinate and communicate relevant insights and feedback about Beta launches from CX, Ops, and GTM partners involved
• Partner with EPD teams to implement proper KPI tracking for Beta launches and features
• Design and manage the process of communicating Beta product/feature timelines and relevant information to internal stakeholders to ensure launch-day success
• Collaborate with the internal Product Operations and Training/Content teams to ensure we have the most seamless handoff when it comes to a Product GA launch

Requirements

• Experience with participating in or managing projects and process improvements
• Proven ability to develop and maintain strong cross-functional relationships
• Proficiency in understanding key metrics for business success
• Competency to establish and maintain an operating framework for Beta launches moving forward
• Ability to effectively manage time by balancing competing tasks and prioritizing initiatives
• Familiarity with various software and data platforms including Snowflake, Looker, and Jira
• Strong attention to detail and the ability to manage data with a high degree of accuracy
• Self-motivated and dedicated with proven critical thinking capabilities
• Ability to communicate and translate complex and/or technical material to a customers and customer-facing audiences

Bonus points

• Experience with Brex’s Customer Experience group
• Prior experience in a supporting a customer-facing support organization
• Prior experience in supporting Beta launches
• Excited about Brex products and sharing our most recent improvements with the team