Head of Product Operations

The Role

Key Responsibilities

• Own the end-to-end operational readiness process for new product launches and major product enhancements
• Lead launch governance, ensuring products meet agreed readiness criteria before entering the market
• Establish and manage go/no-go launch processes covering pricing, billing, provisioning, support, enablement, compliance and delivery readiness
• Assess the operational feasibility of new propositions, ensuring products can be effectively quoted, provisioned, billed and supported
• Drive cross-functional product launch programmes across Product, Sales, Service Delivery, Operations, Finance, Billing and Technology teams
• Own launch planning, dependencies, risk management, stakeholder engagement and delivery governance
• Ensure Support and Service Delivery teams are involved throughout the proposition and launch lifecycle
• Define and maintain operational acceptance criteria for all launches and major product changes
• Lead post-launch hypercare programmes, ensuring successful adoption and transition into business-as-usual operations
• Monitor launch performance against agreed business cases, adoption targets and operational success metrics
• Drive continuous improvement by incorporating lessons learned into future product launches
• Oversee the ongoing operational performance of the product portfolio, including service quality, supplier performance and billing accuracy
• Ensure billing automation, provisioning workflows and operational processes remain scalable and efficient
• Analyse customer sentiment, support trends, service feedback and churn indicators to identify improvement opportunities
• Work closely with Product Directors and Sales teams to support upsell and cross-sell opportunities across the customer base
• Produce and maintain executive-level reporting covering product performance, operational readiness, customer outcomes and portfolio health
• Lead, develop and mentor a team of Product Managers, creating a culture of accountability, ownership and continuous improvement
• Own and govern the Focus Group Product Framework, ensuring consistent adoption across the business
• Act as Product Operations owner for EasyQuote, ensuring products are accurately maintained and optimised within the platform
• Manage supplier and partner operational relationships, supporting vendor programmes, enablement initiatives, rebates and incentive schemes
• Support acquisition activity by assessing acquired product portfolios and identifying operational integration opportunities
• Provide operational insight and recommendations to Product Directors, Proposition Forums and Executive stakeholders
• Ensure products, suppliers and operational processes adhere to regulatory, compliance and governance requirements

Skills, Knowledge & Expertise

• Significant experience in Product Operations, Product Management, Product Delivery or Product Programme leadership roles
• Proven experience taking products from concept through launch and into operational maturity
• Strong experience managing complex cross-functional product programmes across multiple business functions
• Excellent stakeholder management skills with the ability to influence senior leaders and executive teams
• Demonstrable experience establishing and enforcing operational readiness and launch governance frameworks
• Strong commercial understanding of pricing, margins, quoting, billing and operational delivery models
• Proven experience leading and developing Product Management or Product Operations teams
• Strong knowledge of UCaaS, CCaaS, cloud communications and technology-led service organisations
• Working knowledge of IT Services, Cyber Security and Managed Service Provider (MSP) environments
• Experience using operational, commercial and customer data to drive decision-making and continuous improvement
• Knowledge of billing systems, automation frameworks, provisioning processes and API-driven integrations
• Strong programme management, planning and risk management capabilities
• Ability to make sound decisions within complex environments and confidently challenge launch readiness where required

Desirable

• Experience managing Microsoft licensing and Cloud Solution Provider (CSP) propositions
• Experience delivering customer migration and transformation programmes
• Background working alongside Sales Enablement or Pre-Sales functions
• Customer Success, Customer Experience or Account Management experience
• Exposure to AI-enabled technology propositions and operational delivery models
• Experience working within Agile or product delivery frameworks
• Knowledge of vendor programmes, partner ecosystems, rebate schemes and marketing development funds (MDF)
• Experience within acquisitive and rapidly growing technology organisation

Job Benefits

• Holiday Allowance - 24 days + bank holidays + birthday leave.
• Hybrid working options - performance depending.
• Enhanced maternity, paternity and adoption leave.
• Paid volunteering day * regular charity events.
• Wider company benefits across health, financial wellbeing, Pension etc.