Product Operations Manager

Blackpanda

  • Hong Kong
  • Permanent
  • Full-time
  • 2 months ago
This position is based in Hong Kong or Singapore.Our story:Blackpanda Group is Asia's leading local cyber incident response firm, dedicated to delivering world-class digital emergency response services to businesses in the region.We help businesses strengthen their cyber resilience and secure their digital operations by supporting them with incident response delivered by local experts and cyber insurance underwritten by our Lloyd's of London coverholder Pandamatics Underwriting.Our mission is to make cyber resilience achievable for all, with services and solutions designed for the Asian market.Our Mission: To democratise cyber resilience.Our Vision: A world where organisations of all sizes have access to best-in-class cyber incident response and insurance solutions, so they can conduct business securely and sustainably.What are we looking for:The Blackpanda Cyber Platform is at the heart of what Blackpanda does. It is the technology product that ties together our customers, services, and partners to allow us to deliver value. There are three components of the Blackpanda IR-as-a-Service platform from cybersecurity technology, insurance, and services which all require your help to deliver to our customers.Blackpanda is on the hunt for a Product Operations Manager, a pivotal figure in optimizing our product delivery and operational efficiency. This role demands a unique blend of technical proficiency, operational savvy, and a keen eye for detail. You will be instrumental in enhancing the internal processes that drive our product development lifecycle, ensuring our teams can deliver innovative cybersecurity solutions efficiently and effectively. Ideal candidates are those with a strong background in product operations, project management, and a solid understanding of the technology landscape, particularly in cybersecurity.We're looking for someone who can act as the all-important glue between Product, Marketing, Sales, and Engineering across our five products, and four (and expanding) international markets. You'd be the lynchpin working with the various teams to coordinate and deliver results for customers and get feedback back from the field.In addition to crafting features, content, translations, and helping coordinate QA ahead of releases for our five product streams, a key function of your role will be interacting with our Revenue (read: Sales and Marketing) teams helping push features to End Users and Sales Partners, getting feedback from Customers, Sales, and Marketing teams on needs for new and existing features, and rolling out releases with Sales and Marketing to make sure that features are understood and that Sales and Marketing are capable of using the platform to demo features and functionality. You'll also inevitably get involved with Product Operations support as we strive towards operational efficiencies.This role is a super interesting opportunity for someone looking to expand their career and gain overall operational experience in a fast-moving startup. You'll gain exposure and experience across the entire company stack and learn the various moving parts of the business. Your contributions will have an enormous impact and you will be responsible for key projects and initiatives so some project management experience is useful. You'll learn an enormous amount about how a technology and product business runs. This role is great training and a stepping stone for someone looking to move on to higher-level roles in Product, Marketing, Sales, or even as a future founder.Responsibilities and Duties
  • As a member of the Technology team, helping execute and build out our roadmap and deliver features across our five product streams. Be the key feedback channel from Sales, Marketing, and field on features, ideas, bugs, and problems that need to be solved for Customers.
  • Spearhead initiatives to streamline product development processes, incorporating best practices in agile and lean methodologies to enhance productivity and product quality.
  • Work closely with the Product and Engineering teams to ensure smooth execution of the product roadmap, identifying and addressing bottlenecks in the development cycle.
  • Serve as the linchpin in operational troubleshooting, collaborating with cross-functional teams to resolve issues quickly and maintain momentum.
  • Serve as the key contact on operational issues and with the Revenue team to help drive operational efficiency by contributing to processes and features to streamline processes, speed execution, and help drive profitability.
  • Lead efforts in product support and fulfilment operations, aiming for excellence in customer satisfaction and operational efficiency.
  • Facilitate communication and workflow between internal teams, external vendors, and partners to ensure alignment and efficient execution of product initiatives.
  • Analyze and report on product operations metrics, using data to inform decisions and improve processes continuously.
  • Manage and optimize the use of operational tools and systems, including CRM and CMS platforms, to support product and marketing activities effectively.
Qualifications and Experience
  • 3-5 years of experience in product operations, project management, or a similar role within a technology or cybersecurity environment, preferably at a tech product company or startupDemonstrated expertise in implementing agile or lean project management methodologies in a product development context.
  • Strong analytical skills, with the ability to use data to drive decisions and improve operational performance.
  • Proficiency in CMS platforms (preferably Hubspot) and undersanding of financial systems such as fulfilment and accounting (preferably Xero), and at least one trouble ticketing application with a good understanding of their operational applications.
  • Exceptional problem-solving abilities, with a proactive approach to identifying and addressing challenges in product operations.
  • Excellent communication and collaboration skills, capable of working effectively with teams across different functions and levels.
  • Tech-savvy from a product operations perspective. Ideally some experience with support, admin backends, mailing lists, and operational software.
  • Natural curiosity. You thrive on learning new things. It is unlikely that you already know everything about how Blackpanda's business operates and needs to grow, but fast (and ultimately deep) learning is expected as well as an interest in security.
  • Passion for efficiency and collaboration, with a history of establishing great relationships with other teams, across offices, and time zones.
  • Comfortable presenting and facilitating to groups over video calls or in-person to describe product and usage using simple, understandable language.
  • Blackpanda operates in English, but doing business in Asia, someone who can speak, read and write in other languages (eg. Cantonese/Mandarin and/or Japanese) and cultural idioms are bonus points in your favour.
What We Offer
  • This position is based in Hong Kong, though we will consider Singapore.
  • 40 days paid leave per year inclusive of public holidays, which may be taken at the discretion of the employee subject to compliance with our Leave Policy and the approval of their manager.
  • Limited Work From Anywhere policy allotment, allowing for work from alternate locations contingent upon coverage provided by teammates and approved by manager for 20 days per quarter.
  • Monday through Thursday are required to be in-office; no scheduled internal meetings on Fridays, unless absolutely necessary.
  • Enrolment in the company's comprehensive corporate health plan that includes a large direct billing network for medical and dental coverage.
  • Opportunities for inter-office travel, including a required annual week-long Tribe Onsite meet-up.
  • $5000 USD/year for professional training budget contingent on approval from manager with 12-month retention requirement
HK$550,000 - HK$550,000 a yearCash: The Salary is HKD$550,000 or SGD$93,000 per annum, depending on the country of employment.Equity: ESOP baseline award proportional to the annual compensation for a total of 15,750 options with a strike price set at current Fair Market Value, with a 5-year vesting period inclusive of a 1-year cliff.Blackpanda is committed to building a culturally diverse company, and we value a broad set of opinions in our team. As we grow, we are looking to build a team with a range of viewpoints at its core, and we encourage applications from all genders as you identify (X/F/M) and minority candidates.

Blackpanda