Product Operations

• Lead the Product Operations team and be accountable for its performance and results
• Partner with Sales to evaluate prospective clients for product fit and communicate Digital Commons capabilities, services, and workflows
• Own the handoff of new client setups from Sales through launch
• Ensure migrations and legacy repository/content migrations have the technical resources and support needed to meet deadlines
• Oversee manual integrations and specialist technical work outside standard Consulting Services scope
• Manage the post-sales customer lifecycle, including assistance, renewals, up-sell, and cross-sell
• Track product usage, coordinate customer training, and help customers maximize the platform
• Lead save efforts and mitigation plans for at-risk accounts; ensure smooth off-boarding when contracts cannot be saved
• Advise Product on new feature and fix design, functionality, rollout, roadmap, and client communications
• Improve workflows and procedures and guide related improvement plans
• Develop managers and professional associates, set priorities, allocate resources, and execute the department business plan
• Set team policies, mentor teammates, and communicate across Sales, Product, Consulting Services, and the wider organization

Director of Product Ops – Digital Commons

• Lead the Product Operations team and be accountable for its performance and results
• Partner with Sales to evaluate prospective clients for product fit and support sales-to-launch handoffs
• Own new client setup momentum toward on-time, well-supported launches
• Facilitate product introductions for new institutions
• Ensure technical resources and support for legacy repository and content migrations
• Oversee manual integrations and specialist technical work outside standard Consulting Services scope
• Manage the post-sales customer lifecycle, including assistance, renewals, upsell, cross-sell, training, and offboarding
• Track product usage and customer health to improve engagement and platform value
• Coordinate cancellation save efforts and develop mitigation plans for at-risk accounts
• Advise Product on feature and fix design, functionality, rollout, and roadmap decisions
• Communicate upcoming projects and major system issues to clients
• Improve workflows and procedures and guide implementation plans
• Develop departmental plans, set priorities, allocate resources, and execute the department business plan
• Set policies within the team's area of responsibility
• Mentor teammates and support skill acquisition and career development
• Communicate across Sales, Product, Consulting Services, and the wider organization
• Take on additional projects as required