[Hiring] Product Operations Specialist @FranklinCovey

Role Description

The Product Operations Specialist supports the operating motion that connects what we build to everyone who sells, supports, delivers and localizes it. You will help ensure that releases land cleanly, keep product knowledge current, and give every partner team one reliable place to go.

• Assist with recurring operations across release and launch, localization, support and knowledge, partner communication, enablement and team business operations.
• Promote the standard for how that work is done and take repetitive work out of the queue through better process and applied AI.
• Work daily with customer support, customer success, sales, marketing, content and localization.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 2+ years in product operations, product support, release or program management, or a comparable cross-functional operations role in a software or platform organization.
• Experience writing customer-facing product documentation such as release notes or knowledge base articles.

Requirements

• Support the monthly release cycle end to end: calendar, internal and external release notes, publication and partner communications.
• Assist in upholding the launch readiness standard, so support, customer success and the field are prepared before anything ships.
• Coordinate course and content launches with the Content team, including readiness checks and supporting help content.
• Track post-launch follow-through: confirm what shipped, capture what landed, route follow-ups.
• Administer the localization workflow: translation platform administration, string approvals, translator onboarding and release timing across languages.
• Coordinate localized launches and announcements so language releases land with the feature.
• Maintain the shared cross-team issue board: first review, priority and routing, investigation notes, escalation and board health.
• Contribute to customer-facing and internal product documentation. Publish help articles ahead of launch and retire what is stale.
• Serve as an accessible first line of contact for support and customer success questions.
• Participate in recurring partner forums across support, customer success, sales, marketing, the consultant community and international administrators.
• Help manage launch communications and question routing, so every question reaches an answer and every recurring answer becomes documentation.
• Facilitate pre-launch enablement for partner teams: sessions, walkthroughs and reference material.
• Keep demonstration and training environments current and reliable for field teams.
• Contribute to the product operations planning cycle: propose initiatives, document commitments, keep the portfolio current, report progress on a set cadence.
• Support portfolio and backlog hygiene across product work-management tools.
• Assist in establishing and tracking the function's operating metrics by maintaining baseline data and summarizing realized impact.
• Identify processes that cost time inside the product team and across partners, propose the fixes and support implementation.
• Apply AI to routine work: triage assistance, first drafts of release notes and help articles, recurring reporting. Measure and report what it saves.
• Occasional team or on-site planning (<10%).

Preferred Skills & Experience

• Ownership of a recurring release or launch process spanning multiple teams, including its communications.
• Fluency with product and work-management tooling (Asana, Jira, Zendesk, ProductBoard or equivalents).
• Hands-on use of AI tools to automate recurring operational work, and judgment about what should not be automated.
• Localization or translation management (Transifex, Smartling, Phrase or equivalent).
• SaaS or platform company serving enterprise customers.
• Coordination-level experience with enterprise integrations such as HRIS, single sign-on or SCORM.
• Standing up a product operations function, or a new operational process, from scratch.
• Reporting and dashboard tools.
• Coaching teammates without formal management authority.
• Clear written and verbal communication with technical and non-technical audiences.

Benefits

• Medical, dental, and vision insurance.
• HSA.
• Employee stock purchasing program.
• 401(k).
• Paid time off.
• Holiday pay.
• More details available at franklincoveybenefits.com .