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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in product management and operations, with a strong focus on workflow design, escalation processes, and cross-team collaboration. Proficient in utilizing operational data to drive product insights and improve processes.
Highest-signal resume keywords
Product ManagementWorkflow DesignCross-Team Program LeadershipAutomation SpecificationOperational Data Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Requirements WritingBacklog PrioritizationProcess DocumentationWorkflow TriageStatus Reporting
Soft Skills
Clear Written CommunicationStakeholder Engagement
Tools & Technologies
JIRAGitHubConfluencePower AutomationsTeams Workflows
Industry Keywords
CybersecurityManaged Detection And ResponseInfrastructure Decommissioning
Tech Stack
Tools & technologiesCyber Security
About the role
Key responsibilities & impact- Own the customer escalation process, including intake, severity levels, ownership, and handoffs between customer-facing teams, Product, and Engineering
- Turn escalation data into product insight by tracking volume, age, and root causes, and bring recurring causes into roadmap decisions
- Define the product-side process for critical events, including declaration, ownership, Engineering handoff, stakeholder communication, follow-up actions, and post-event reviews
- Own the MDR customer workflow for detection tuning requests and customer hygiene checks
- Define intake standards, prioritization criteria, turnaround targets, monitoring, reporting, and failure handling for MDR workflows
- Track request volumes and outcomes, identify product capability opportunities, decide which checks to automate, and report customer health trends
- Own the enhancement-ticket process and automation roadmap from intake through routing and status updates
- Write requirements, prioritize the automation backlog, and define success measures with Engineering
- Own roadmap-request intake and tooling, group requests by customer and theme, provide evidence to product managers, and report decisions to requesters
- Lead cross-company initiatives to retire infrastructure, platforms, and applications
- Build plans, owner lists, dependencies, timelines, status cadences, and escalate blockers
- Assess customer and internal impact, define migration paths, and confirm retirement completion
- Document workflows, name owners, maintain measures, review results with stakeholders, and improve processes based on data
- Connect Product with Service Delivery, the SOC, Customer Success, Support, and Engineering
Requirements
What you’ll need- 5+ years in product management, product operations, or program management, with a record of owning products or processes that other teams depend on
- Experience writing requirements and prioritizing a backlog for internal, operational, or platform tools
- Experience designing and documenting workflows, including intake, triage, ownership, handoffs, and reporting
- Experience leading cross-team programs without direct authority, including plans, dependencies, status reporting, and escalating blockers
- Comfort with workflow and ticketing tools, and with specifying automation alongside Engineering; JIRA, GitHub, Confluence, Power Automations, Teams workflows or approvals
- Ability to work with operational data, build simple reports, and use them to show progress and problems
- Clear written communication for product, operations, security, and engineering audiences
- Strong plus: experience in cybersecurity, managed detection and response, or another environment where customers depend on timely service
- Strong plus: experience leading an infrastructure, platform, or application decommission
Benefits
Comp & perks- Medical Insurance - Employee + dependents covered
- Life Insurance - Protection for what matters most
- Retirement Match Program - We invest in your future
- Hybrid Work Model - 2–3 days in office
- Maternity & Paternity Leave - Time for the moments that matter
- Paid Time Off - PTO + sick & casual leave
- Bereavement & Volunteer Time - Give back to your community
- Professional Development - Reimbursement program
- LinkedIn L&D Platform - Thousands of courses at your fingertips
- Mobile Phone Reimbursement - Stay connected, on us