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Product Operations Manager
| Company | X |
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| Location | Palo Alto, CA, USA |
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| Salary | $120000 – $140000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior, Expert or higher |
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Requirements
- Demonstrated experience leading teams or managing complex projects while maintaining a hands-on approach to execution.
- Exceptional work ethic and a meticulous attention to detail, ensuring consistent accuracy and quality.
- Strong analytical abilities to detect fraud signals or assess risk (experience in fraud detection or trust & safety is preferred).
- Outstanding communication and interpersonal skills, with a proven ability to deliver premium, high-touch customer service.
- Proficiency in Microsoft Excel (e.g., pivot tables, VLOOKUP, data sorting/filtering) for managing and analyzing operational data.
- Skilled at interpreting data sets, identifying trends, and generating insights to inform decisions independently.
- Ability to shift seamlessly between detailed, investigative tasks and client-facing, relationship-building responsibilities.
- Self-motivated, with sound judgment to excel in a fast-paced environment where precision is critical.
- Deep commitment to operational excellence and enhancing user experience.
Responsibilities
- Design and develop the user-facing application system and internal platform for Verified Organizations, an enterprise software solution utilized by thousands of businesses and governments on X, with a focus on secure and efficient functionality.
- Collaborate with the Safety team to align application processing and system design with X’s Safety policies, ensuring a robust and trustworthy verification process.
- Apply sharp analytical skills to identify complex fraud patterns, conducting daily reviews to maintain program integrity and adapting the application process as needed.
- Address flagged accounts – such as spam, compromised profiles, or policy violations – taking prompt, decisive action in coordination with the Safety team when necessary.
- Manage high-priority VIP cases (e.g., enterprise or government accounts) with clear communication and meticulous attention to detail, ensuring a seamless and secure experience.
- Process applications and review requests daily as needed, working alongside Safety agents to stay informed on operational trends and challenges.
- Provide exceptional, 5-star support to Verified Organizations, ensuring every interaction is personalized, professional, and of VIP caliber – both directly and through your team.
- Respond to client inquiries with efficiency and expertise, resolving issues with a focus on quality and care.
- Collaborate with internal teams to address technical or account-related challenges, delivering solutions that exceed expectations.
- Foster strong relationships with Verified Organizations, serving as a reliable point of contact while guiding your team to do the same.
- Lead by example: perform operational tasks with precision while establishing the foundation to manage and expand a high-performing team over time.
- Develop and refine systems to support growth as Verified Organizations scales, balancing strategic oversight with direct implementation.
- Consistently deliver detailed reports to leadership – daily, weekly, and monthly – featuring key metrics and actionable insights on operational workflows.
Preferred Qualifications
- Familiarity with X’s platform is an advantage; experience with data visualization tools (e.g., Tableau, Google Data Studio) or CRM systems is a plus.
