Product Operations Manager

Our Story

At FYLD we are passionate about transforming the way field operations are run by utilities companies.  FYLD puts actionable insights at the fingertips of field workers and their managers, empowering teams to make data-driven decisions in real-time, leading to greater safety, efficiency and quality assurance.  The power of our platform comes from the way it was created – in partnership with SGN, the major UK-based natural and green gas distributor. FYLD was built by the fieldworker, for the fieldworker, in conjunction with our deep data science expertise.

While we are lucky enough to have SGN on board as our anchor customer, we are just at the beginning of our journey to partner with utilities companies globally to transform their field operations.  

Our Culture

Culture is really important to us and it will be to you too. It is rare to find a start-up like us – we were born at world-leading venture foundry BCG DV and are funded by Ontario Teachers’ Pension Plan through their venture foundry Koru. SGN is part-owned by Ontario Teachers Pension Plan, they are a great supporter, our anchor customer and a shareholder. Our ability to access the world’s greatest utilities companies and to partner with them on their data-led transformation is exceptional – you will be working with the world’s best companies. We are looking for people to join us who can see that this environment means that they will have a career-defining experience with us.

We trust the numbers, not our guts – you will too. We experiment rapidly and are not afraid to kill new concepts that do not drive user growth. Our success to date has been through conducting deep research on user needs and being very analytical about what we have found. You will want to continue this journey.

The start-up culture of planning, delivery, agile and accountability is second nature to us. Transparency is core, we are a small team and what everybody does on a daily basis counts. With this comes the need for agility, we are willing to adapt to our learnings and need you to be too. You don’t need to have experience at a start-up, but we do need you to buy into the culture of being at one. 

About the Job

We are seeking a Product Operations Manager with fantastic analytical ability to support the Product and Growth/Operational Delivery teams and delivery of the business growth ambitions. The Product Operations Manager will control large, complex data sets (quant and qual) to identify actionable insights that drive great business decisions. The insights will underpin customer success, adoption, retention and performance.

Product ops (short for product operations) is an operational function that optimizes the intersection of product, engineering, and customer success. The end goal is listening to users and creating measurable improvements accountable towards OKRS. The successful candidate will own 3 important customer touchpoints with plenty of often contradicting data to unfold into a data story. 

 (1) Customer Success and support

Hypothesis: FYLD can win on 365 24/7 customer support

• Exceed SLA Targets – north star
• Manage the Customer Feedback Process 
• InterCom Tagging
• Weekly/On Demand CS Reporting
• Log and triage tickets for Sprint Delivery
• Set up 365/24 7 support within budget

Work with Growth Team on new features to develop and support. 

(2) User Adoption & Retention

Hypothesis: FYLD can win by introducing “digital buddies” to help move usage metrics

•   Create predictable digital adoption – north star
• WalkMe Owner
• Set up MVP VRA WalkME
• Set up MVP FYLDin5 WalkME
• Set up InterCom FAQs
• Release Notes
• Generate the fastest set of power users
• Provide a full suite of content on fyld.ai to help users

(3) Award winning customer feedback loop

Hypothesis: FYLD can automate roadmap contribution from users

•  Create predictable product improvements for Product Development  
• Manage CSAT & community for feedback/power users etc 
• Create a lively community, cross pollination and power user program
• Merge CSAT feedback with other feedbacks to form common views

What you’ll get:

Competitive remuneration package – £48-500 + 6 month review Vs metrics above after probation

£250 bonus for each MOAT like feature that is generated organically via Product Operations Manager (capped at x2 per quarter & requires Exec sign off for payout)

Opportunity to join a fast-growing, well backed, highly ambitious startup.

A friendly team of highly motivated individuals who help each other learn.

Continuous professional development and training opportunities including mentoring.

An environment where you are listened to and will have an impact.

A focus on remote working with London x2 per week or visits to customers