Project Manager - Product Operations

Company Overview:

At Vonage, we are revolutionizing customer and employee engagement through a unified, intelligent, and omni-channel platform that empowers exceptional customer and employee experiences. Our cutting-edge Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) solutions deliver seamless integration, advanced omnichannel communications capabilities, and next-generation technology to meet the evolving demands of businesses worldwide. We are committed to driving transformation by providing innovative, customer-centric solutions that enable organizations to engage, interact, and deliver personalized service at scale.

As a rapidly growing software company, we are looking for a Project Manager - Product Operations to join our product management organization. to support our product readiness, launch, post launch and other key product operations projects. 

About the Role 

We’re looking for a Project Manager with an entrepreneurial mindset and a passion for transforming customer input into actionable insights that help shape our product roadmaps. This role is ideal for a curious, analytical, and entrepreneurial individual who enjoys collaborating across teams to build closed looped customer feedback. 

You will lead the design, execution and administration of a scalable, AI centric, customer product feedback—from customers, prospects, and internal stakeholders including Customer Success, Professional Services and Support channels to formulate and influence the product roadmap. You’ll also be responsible for launching, administering a customer idea portal, ensuring it functions as a closed-loop system—being both transparent and responsive to customer feedback.

Additionally, you’ll leverage tools and structured analysis to extract themes and insights from support tickets, CSAT/NPS surveys, analyst reports, and customer behavior data—all with the goal of delivering product managers with feedback to deliver a data-informed, customer centric roadmap.

Key Responsibilities:

• Own and manage the end-to-end customer feedback lifecycle product, including intake, triage, prioritization process, roadmap mapping, and feedback closure.
• Stand up, administer, and evolve a customer idea portal, enabling both internal and external stakeholders to contribute product ideas and track status.
• Collaborate closely with Product Managers, Customer Success, Support, and Engineering to align on feedback handling and prioritization.
• Work cross functionally to bring a product to market that translates insights into actionable guidance for roadmap development.
• Apply analytical thinking and AI-powered tools to identify feedback trends from diverse sources—support tickets, CSAT/NPS surveys, analyst reports, product usage.
• Track and report on key metrics that reflect the effectiveness of feedback loops and their influence on the roadmap.
• Contribute to quarterly/annual product planning by highlighting key customer-driven opportunities and risks.
• Constantly seek ways to improve feedback processes, tools, and communications.
   

Required Qualifications:

• 3–5 years of experience in Product Operations, Product Management, Customer Insights, or related functions.
• Deep understanding of the product development lifecycle and roadmap strategy.
• Experience working with Google Workspace, Jira, Aha!, and other product development tools.
• Familiarity with customer feedback tools, and feedback trend analysis.
• Strong analytical and financial skills with experience using data and AI tools to extract insights from unstructured feedback sources.
• Demonstrated success in cross-functional collaboration, especially with Product, Support, and Customer Success teams.
• Clear communicator with an ability to translate data and insights into compelling narratives and decisions.
  
  

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