Contract, Product Operations

About Customer.io

Over 7,500 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

About you

You’re a systems-minded operator who loves bringing order to chaos. You have strong product intuition, a bias for action, and a knack for turning fragmented tools and processes into streamlined, scalable workflows. You’re energized by solving operational challenges, particularly in product-led SaaS environments, and you’re curious about how AI can enhance internal efficiency. Whether it’s rolling up your sleeves to audit tools or designing smarter workflows, you bring clarity, precision, and an ownership mindset to everything you do.

What you’ll do

• Lead the consolidation of product feedback and tooling into Cycle, including mapping inflows from CSMs, Marketing, Support, and spreadsheets.
• Set up and maintain Cycle as the system of record for product input—owning taxonomy, permissions, job-to-be-done tagging, and cross-functional onboarding.
• Build and deploy Slack-based AI bots to answer common internal product questions (e.g., Switchboard-style assistance for fast lookups).
• Audit, document, and modernize existing product workflows (e.g., bug triage in Zapier), identifying opportunities for AI augmentation or automation.
• Collaborate with Product and Design leads to archive and clean up legacy content in Notion—removing stale docs and improving findability.
• Serve as a go-to partner for product tooling support, documentation hygiene, and scalable workflow development across the org.

What we're looking for

• 3+ years of experience in Product Operations, Program Management, or a related role within a SaaS or product-led company.
• Proven ability to audit, clean, and consolidate fragmented processes and tools into clear, centralized systems.
• Experience with product tooling like Cycle, Zapier, Notion, and Slack integrations; familiarity with jobs-to-be-done frameworks is a plus.
• Comfort working independently and cross-functionally—especially in fast-moving or ambiguous environments.
• Curiosity and initiative to explore AI tools for internal efficiency, such as AI-powered bots, auto-triage, or smart documentation.
• Exceptional attention to detail and organizational skills, especially when managing documentation, access, or workflow dependencies.
• A pragmatic communicator who values clarity and async collaboration across time zones.

Compensation & Benefits

We believe in transparency. Starting agreement for this role is $60/hr-$70/hr USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.

Our Process

No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.

1. 30-minute video call with a Recruiter

2. 60-minute video call with the Hiring Manager

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact [email protected].

Join us!

Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read — apply now.