Manager, Industry & Product Operations

Location: Remote (U.S.) | Travel as needed

Reports to: VP, Product & Industry Operations

Build the commercial lens behind every product line

ECI serves more than 25,000 customers across five industries. Our business is complex by design — built through more than 60 acquisitions and spanning verticals from manufacturing to field service, retail, and beyond. That complexity creates a real gap: no one has consistently owned the cross-product view of how our software is actually living inside our customers.

Sales Ops watches the health of the sales engine. Marketing Ops watches the demand engine. CS Ops & Retention runs the retention engine.

Industry & Product Ops watches each product line and vertical as a business — covering the full arc from pipeline to churn, with the heaviest weight on one question: how is the product actually living inside our customers?

This role runs and strengthens that function day-to-day.

Own and maintain the product health scorecard. Maintain a single scorecard by product line — pipeline, win rate, ASP, attach and cross-sell, GRR/NRR, and churn — with one definition set reviewed monthly by Product and GTM leadership.

Translate data into clear, actionable recommendations. Convert product usage, CRM, billing, and support data into crisp summaries of where products are winning, leaking, or stalling — packaged for leadership to act on, not just review.

Prepare and coordinate the monthly product business review. Own the prep work, scorecard assembly, and agenda — so the cross-functional conversation between Product and GTM leaders is focused, well-supported, and runs on time.

Analyze and Escalate product-attributable churn. Root-cause losses and churn at the product level, quantify the ARR impact, and surface the top findings with clear remediation options for leadership to prioritize into the product roadmap.

Maintain and influence the cross-sell whitespace and attach strategy. Maintain and adjust the cross-sell whitespace model by vertical — in partnership with Sales Ops and CS Ops — to keep pipeline fed with real expansion opportunity.

Monitor the full product lifecycle and flag risk. Track where each product wins, stalls, and loses customers from onboarding through renewal, and surface emerging patterns — with supporting data — for leadership to act on across the portfolio.

Implement and refine automated signal detection. Do the hands‑on build and maintenance work to automate health score carding, adoption tracking, and signal detection using agents — so the scorecard stays agent‑maintained, not analyst‑maintained.

Feed product intelligence into the broader GTM motion. Ensure timely, accurate product- and vertical-level data reaches Sales Ops, CS Ops, and Product Management to support pipeline health, pricing decisions, and deal structure.

5–8 years in product strategy and operations, business ops, or GTM strategy in multi-product B2B SaaS. Experience in SMB, vertical software, or an acquisition-built portfolio is a strong plus.

5–8 years in product strategy and operations, business ops, or GTM strategy in multi-product B2B SaaS. Experience in SMB, vertical software, or an acquisition-built portfolio is a strong plus.

Genuinely fluent in product and revenue analytics. You can go from raw data to a clear recommendation without waiting on a BI queue. Funnels, cohorts, retention curves, adoption metrics, and ARR math are familiar tools — you use them, not just request reports built on them.

Effective presenting to and collaborating with Product and GTM leaders. You organize evidence clearly, translate data into crisp recommendations, and hold your own in cross‑functional conversations without needing to own the room.

AI‑native by instinct. Your default is…