Product Engagement Specialist

ABOUT THE ROLE

As a Product Engagement Specialist on the User Operations team, you will help shepherd smooth, successful product launches across internal support teams and external partners. You will coordinate readiness efforts end-to-end while also building scalable systems that increase the efficacy of that end-to-end process. This is a high horsepower role spanning launch execution, enablement, and systems building—focused on durable mechanisms, rather than brute forcing your way into a successful launch.

This role is based in San Francisco, CA (hybrid: 3 days in office) and offers relocation assistance.

IN THIS ROLE, YOU WILL:

- Coordinate product launches across both internal and external teams to ensure seamless execution and support readiness.

- Build the mechanisms that make launches and feedback scalable; automation, playbooks, operating procedures, taxonomies, dashboards, and routing so your impact compounds over time instead of resetting every launch.

- Prototype and implement automation (scripts, queries, dashboards, low-code tools, and LLM-enabled workflows) to replace manual launch and feedback processes.

- Develop scalable feedback loops that ingest signals from support channels and partners, normalize them into durable categories/severity, and route insights to Product and Engineering owners.

- Identify launch risks early and drive mitigation plans that protect customer experience and service levels.

- Collaborate cross-functionally with Product, Engineering, Marketing, Legal/Policy, and Operations to align on launch goals, timelines, and readiness metrics.

- Report on readiness and feedback loop performance, including key insights, trends, and prioritized recommendations.

YOU MIGHT THRIVE IN THIS ROLE IF YOU:

- Have experience coordinating product launches or operational rollouts, especially adjacent to customer support teams and/or external partners.

- Have shipped tooling or automations that reduced manual work and scal...