Sr. Director, Product Operations

Open Gov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the Open Gov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data.

These solutions come together in the Open Gov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about Open Gov’s mission to power more effective and accountable government and the vision of high-performance government for every community at

Location:

Atlanta, GA

Open Gov is seeking a Senior Director of Product Operations to build and manage the operational backbone of Product Management and Design in the AI era.

This is a senior, hands-on leadership role accountable for accelerating product velocity, improving quality and adoption, and operationalizing AI across the product lifecycle. Product Operations plays a critical role in making our customers successful — through ensuring quality releases updates through systems, tooling, data, automation, and AI.

Reporting into the Chief Product Officer, this role acts as the directly responsible individual (DRI) for how Product works: the tools we use, the data we trust, the rhythms we run, and the way insights flow from customers into decisions — and back into product experiences.

This role is based in Atlanta, to enable close partnership with Product, GTM, and Operations leaders.

• Own and deliver outcomes across Product Operations, accountable for velocity, quality, adoption, and measurable customer impact.

• Drive AI across Product Management and Design, embedding AI into planning, discovery, delivery, enablement, and feedback loops.

• Partner closely with Product, Engineering, Design, AI Operations, GTM Enablement, Customer Success, Support, and Professional Services.

• Own, develop, and operate the full Product Management tool stack, including tools we build instead of buy

• Be hands-on in building and evolving internal tools, empowering PMs and Designers to actively contribute.

• Manage the backlog and delivery of AI tools, Product GPTs, and data connectors that support Product Management and R&D AI systems.

• Ensure commitments align with our overall AI-First company strategy and roadmap.

• Operate and improve our data-driven, automated “Rhythm of the Business” connecting Product, Engineering, AI Ops, and GTM.

• Enable measurable insights across adoption, churn signals, loss reasons, feature gaps, and customer outcomes.

• Define, track, and continuously improve operational metrics (e.g., release readiness, cycle time, adoption, AI usage).

• Establish and manage a Customer Experience Squad with PM, UX, Engineering focused on in-product enablement and content strategy.

• Treat customer-facing enablement (community portal, in-product guidance, Product GPTs) as a product with a roadmap, metrics, and ownership.

• Ensure consistent “voice of the platform” across in-product experiences, reflecting Open Gov’s culture and values.

• Drive measurable improvements in CES, CSAT, PSAT, and self-service adoption.

• Own Product team onboarding, expanding Product Boot Camp into a scalable, repeatable program for all new hires.

• Build and maintain “Ways We Work” playbooks for Product and Design, continuously refreshed as tooling and practices evolve.

• Lead change management to ensure tools and processes are adopted — not just launched.

• Act as the primary DRI for cross-functional product processes spanning R&D, GTM Enablement, AI Ops, Data, Rev Ops, and Customer Experience.

• Own product data stewardship, defining schemas and joint ownership models with AI Operations…