Product Operations Lead, Digital at HomeServe Norwalk, CT

Position Overview

Product Operations Lead, Digital job at Home Serve USA. Norwalk, CT. We are seeking a DTC Product Operations Lead to support and optimize the product operations function within Home Serve's DTC organization. This role will support continuous improvements to how the DTC product teams triage, prioritize, plan, and deliver products, and ensure our product teams operate with consistency, clarity, and measurable impact.

The DTC Product Operations Lead will collaborate closely with Product, Design, and Engineering teams to manage demand in key product tools and systems and oversee tracking and reporting on key performance metrics. This role will work to ensure that incoming requests are complete, well-structured, and consistently aligned with agile process requirements. This individual will contribute significantly to helping our teams to work smarter, faster, and more effectively as we grow our DTC product organization.

• Support the launch and ongoing optimization of the DTC product intake process, identifying and implementing improvements to how product teams plan, execute, and measure outcomes.
• Execute efforts to enhance efficiency, collaboration, and transparency across the process.
• Facilitate the intake and prioritization process by triaging requests and clarifying requirements.
• Build and maintain consistent metrics tracking and reporting, providing visibility into progress, outcomes, and alignment to strategic goals.
• Develop and maintain documentation, best practices, and process guides that enable consistent execution across teams.
• Collaborate with Product, Engineering, UX, Marketing, and DTC Operations to improve communication, alignment, and delivery efficiency.
• Provide project management and financial tracking as needed for DTC initiatives.

• Bachelor's degree or equivalent experience preferred.
• 5+ years of experience in Product Operations or Product Management, ideally within a digital or technology-driven organization.
• Proven experience improving product development processes and driving measurable efficiency gains.
• Familiarity with AI-enabled tools, workflow automation, or similar technologies that enhance product team performance.
• Strong analytical skills, including experience defining and tracking performance metrics.
• Excellent project management skills: able to manage multiple initiatives and deliver results in a fast-paced environment.
• Exceptional communication and stakeholder management skills, with the ability to influence cross‑functional teams.
• Strong understanding of agile product development and collaboration tools (e.g., Jira, Confluence, etc.).
• Bachelor's degree; advanced degree or certifications a plus.
• Scrum Master, Product Owner, or similar is highly regarded, with additional consideration for candidates possessing in-depth knowledge of the Home Serve industry, its unique processes, and product offerings.

Essential Job Function % of Time on Function Evaluating business processes 20% Managing the digital demand pipeline 35% Collaborating with colleagues 30% Reviewing and reporting on key metrics and performance 15%
Total 100%

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone.

The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

Home Serve USA is a Great Place to Work, and while we're biased, we're not just saying that. We're proud to have been certified as a Great place to Work the last four years. What do we do and what makes it so great? Well, we're glad you asked! We put people at the heart of everything we do. That's priority number one for all of us.

For the 5 million Customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,000 municipal and utility Partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met.

And for the nearly 3,000 People working alongside us, it means fostering a rewarding, inclusive and challenging career…