Job Description

The Product Operations Support role is a core member of the Product Management team, responsible for enabling Product Managers to operate more effectively by owning key operational, administrative, and coordination activities. This role focuses on ensuring that product work is clearly defined, well-documented, and ready for execution before entering Engineering, QA, or other delivery teams. By maintaining documentation quality, backlog hygiene, and cross-functional coordination, Product Operations Support allows Product Managers to focus on strategy, discovery, customer engagement, and decision-making. In addition, the role supports informed product decisions by contributing to market research and customer experience to flesh out feature specifications. This includes gathering and synthesizing insights from usage data, support trends, sales input, and customer feedback to help identify patterns, opportunities, and areas of improvement for Product Manager review. This is a hands-on, detail-oriented role suited to someone who enjoys bringing structure to complex or ambiguous product work, working with both qualitative and quantitative inputs, and who takes pride in high-quality execution.

Responsibilities:

Product Requirements & Documentation

• Draft and maintain clear, structured product documentation based on Product Manager direction and team discussions, including:
  • Problem statements and objectives
  • User stories and acceptance criteria
  • Assumptions, constraints, and dependencies
• Attend product discovery, refinement, and planning sessions, capturing decisions, actions, and open questions
• Ensure requirements are complete, consistent, and actionable before work is handed to Engineering or QA

Backlog & Tooling Management

• Prepare, draft, and maintain work items in the product backlog (e.g. YouTrack), ensuring:
  • Sufficient context and scope
  • Clearly defined acceptance criteria
  • Appropriate categorisation, prioritisation, and linking
• Perform regular backlog hygiene activities, identifying stale, incomplete, or mis-scoped items
• Proactively flag risks, gaps, or missing information to Product Managers before work progresses

Issue Triage & First-Pass Analysis

• Perform first-pass triage of incoming issues, feature requests, and defects by:
  • Reproducing issues where possible
  • Confirming scope, impact, and affected products or versions
  • Ensuring issues are clearly described and ready for technical review
• Escalate complex, ambiguous, or high-risk items to Product Managers with clear summaries and recommended next steps

Product Operations & Coordination

• Support product planning and delivery activities, including:
  • Maintaining source-of-truth planning artefacts and roadmaps
  • Supporting release, and milestone planning
  • Tracking actions and follow-ups from product-related meetings
• Assist with internal product communications by preparing structured inputs for launch, release, or change communications

Insights, Feedback & Continuous Improvement

• Consolidate product feedback from multiple sources, including Support, Sales, Customer Success, and internal teams
• Organise feedback into clear themes and insights for Product Manager review
• Identify recurring operational friction points and suggest improvements to product processes, templates, or tooling.
• Works with project managers and user experience analysts to facilitate requirements sessions or interviews with customers, business partners, and cross-functional team members to justify a business case.
• Based on requirements, develops user stories, activity diagrams, other detailed requirements documents, plans for delivery, and plans to monitor and measure the impact.
• Collaborates with technical counterparts in information technology and development resources to create and validate business requirements and project specification documents.
• Works with user experience analysts, teammates, and development teams to produce high-fidelity prototypes, research, and functionality demos.
• Presents functional requirements to development, UX, quality assurance, and technical architecture teams, and represents stakeholders while addressing technical questions throughout the agile iterations.
• Works with quality assurance analysts to create test plans and/or execution test scenarios to support requirements validation, user acceptance testing (UAT) and system testing.
• Provides mentorship and guidance to less experienced analysts.
  

Qualifications:

• 4-7 years’ experience in Assistant Product Owner Role part of core member of the Product Management team, responsible for enabling Product Managers to operate more effectively by owning key operational, administrative, and coordination activities.
• PMO, Program Operations, Portfolio Operations, Delivery Governance, PMO Systems Administration, or similar operational delivery roles.
• Strong written communication skills, particularly for technical or semi-technical documentation
• High attention to detail with the ability to structure ambiguous information clearly
• Experience working with issue tracking, backlog management, or project management tools
• Ability to collaborate effectively with cross-functional teams and stakeholders
• Support Product Managers by preparing, maintaining, and improving product requirements, user stories, and acceptance criteria
• Manage and maintain product backlogs to ensure work is well-scoped, prioritized, and ready for delivery
• Perform first-pass triage and analysis of issues, defects, and feature requests before escalation
• Contribute to market, competitive, and customer research activities to support informed product decisions
• Analyse product data and customer feedback to identify trends, insights, and improvement opportunities
• Coordinate across Product, Engineering, QA, and go-to-market teams to support effective product planning and delivery

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