Product Operations Analyst (Remote)

Operations Program Management at Brex

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 Analyst, you will act as the intermediary between our EPD teams and Customer Experience, Operations, and various Go-To-Market teams. Ultimately, you will be responsible for ensuring that CX, Ops, and various GTM teams have complete context and visibility on upcoming product releases and changes.

Responsibilities

• Is a primary liaison between the EPD and CX/Ops and GTM teams for particular product launches
• Responsible for being a subject matter expert in particular Brex product area(s) 
• Curate, compose, and update materials for customer-facing teams including Empower Consultants, CSMs, Pre-Sales, CX, with regards to new product launches and updates
• Manage the process of communicating product/feature timelines and relevant information to internal stakeholders to ensure launch-day success
• Own certain responsibilities for various Programs including OLAB and Brex Amplify 
• Communicate relevant insights and deep-dives to EPD teams intra-quarter
• Partner with EPD teams to implement proper KPI tracking for feature and product launches
• Collaborate with the Training/Content team to ensure we have the most up-to-date onboarding and continuous training, while working with the Workforce Optimization team to ensure the business continuity of our live support teams

Requirements

• Experience with participating in or managing projects and process improvements 
• Proven ability to develop and maintain strong cross-functional relationships 
• Ability to effectively manage time by balancing competing tasks and prioritizing initiatives 
• Proficiency in understanding key metrics for business success 
• 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
• Excited about Brex products and sharing our most recent improvements with the team