Product Operations Associate

Overview

Objectives:

We are looking for a Product Operations Associate to support our product organization through strong execution, tooling ownership, and data-informed insights. This role is ideal for someone early in their career who is excited to work at the intersection of product, data, Client feedback, and internal tooling.

You will be a key owner of Pendo, while also helping keep our product workflows and systems running smoothly across JIRA, Confluence, a Custom GPT, and Fresh Desk/Zendesk. This role partners closely with Product Managers, Engineering, Client Support, and Client Success.

• Support day-to-day administration of Pendo, including feature tagging, data validation, and basic governance.
• Build and maintain Pendo dashboards and reports to track feature usage, adoption, and user behavior.
• Assist Product Managers with defining and tracking success metrics.
• Help translate product usage data into simple, actionable insights.
• Create and maintain Pendo in-app guides, tooltips, walkthroughs, and announcements.
• Support product launches with in-app messaging and adoption tracking.
• Help analyze results from in-app experiments and engagement efforts.
• Monitor and triage Pendo Feedback and help categorize user requests.
• Assist with Fresh Desk/Zendesk ticket analysis, identifying recurring themes, bugs, and product gaps.
• Help route relevant Client feedback and issues to Product and Engineering teams.
• Support lightweight reporting on support trends and Client pain points.
• Help manage JIRA workflows, including: assisting with backlog hygiene and ticket organization and supporting sprint rituals and status tracking.
• Maintain and organize Confluence documentation, including: product documentation and internal processes and runbooks.
• Support the upkeep and iteration of a Custom GPT, including: updating prompts and knowledge source and ensuring accuracy and usefulness for internal teams.
• Act as a point of contact for product tooling questions (Pendo, JIRA, Confluence).
• Partner with Product, Engineering, Support, and Client Success to ensure smooth handoffs.
• Help identify opportunities to improve or streamline product operations processes.

• Required:
  • 1–3 years of experience in Product Operations, Product, Analytics, Client Support, or a related role.
  • Hands-on experience with Pendo or strong interest in learning product analytics tools quickly.
  • Familiarity with JIRA and Confluence (basic usage is sufficient).
  • Comfort working with data, dashboards, and operational tools.
• Preferred:
  • Experience supporting SaaS or B2B products.
  • Exposure to Fresh Desk/Zendesk or Client support workflows.
  • Experience maintaining internal documentation or knowledge bases.

Red Oak values the energy and creativity that comes from working together in person. To support this cultural element, this hybrid role is based out of our North Austin HQ with a minimum of 3 days (Tuesday-Thursday) in the office each week.