Product Operations Analyst

The Role We are seeking an experienced Product Operations Analyst to support the operational success of Educe’s deployed software products. This role serves as a key liaison between customers and our internal Product Operations teams, ensuring issues are efficiently managed and resolved from discovery through completion. The Product Operations Analyst will partner with Educe software teams to support the successful delivery of solutions that align with organizational goals, while adhering to established standards and practices. Responsibilities The responsibilities for this role include, but are not limited to: Product Platform and Software Support: Own the intake and resolution workflow of customer support tickets in Jira, prioritizing incoming support cases and product issues across multiple software products based on severity, impact, and business needs. Conduct root cause and data analysis of customer-reported issues and translate findings into clear user stories, acceptance criteria, and actionable tickets for technical teams. Proactive communication and reporting on issue resolution activities and timelines. Product Software Delivery Support: Support on-time delivery of client deliverables. Monitor trends to identify recurring issues, product gaps, and opportunities for process or product improvement. Support product testing activities including validation of bug fixes, regression testing, and reviewing enhancements before deployment. Draft and maintain product release notes and documentation. Support the structured handoff from R D into Operations as clients transition from implementation to support and maintenance. Operations Planning and Best Practices: Develop and maintain operational documentation, procedures, processes, and standards. Contribute to continuous improvement activities across Operations to develop more efficient and effective methods for Incident Management, Problem Management, and Service Delivery. Skills and Experience This role operates across multiple Educe software products, requiring the ability to quickly come up to speed on new platforms, navigate ambiguity, and support evolving client and operational needs. Qualified Candidates will possess the following: Prior experience in customer-facing or client support role. Prior software experience, particularly in product testing. Prior experience with writing user stories and acceptance criteria for software development. Proven ability to operate independently in a fast-moving environment, proactively identifying priorities and driving work forward with a high degree of autonomy. Excellent written and verbal communication skills with the ability to translate technical information to non‑technical audiences. Strong analytical, problem-solving, and critical thinking skills. Strong attention to detail and genuine interest in exploring nuances of systems and workflows. Familiarity with Atlassian products and understanding of technical integrations are preferred. Basic Qualifications Bachelor’s degree or equivalent combination of education, training, and experience. Ability to travel to semi-annual firm meetings. U.S. citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time. Salary Range: $75,000 - $100,000