Product Operations Lead

About Guardify

Guardify helps criminal justice ecosystems with technology that accelerates justice and healing for survivors of crime. We are a mission-driven, rapidly growing startup and sustainable social enterprise. Today, we offer a cloud-based platform for digital evidence management, case management, and capture—giving customers one place to secure evidence, run cases, and record what matters.

As our Product Operations Lead, you will build and lead Product Operations  will be accountable for four key outcomes:
support, onboarding, adoption and activation, and customer experience.

This is a player-coach role. You’ll define the function, hire and develop the team, and stay actively involved in escalations, onboarding, data, and customer needs. You’ll report to the Director of Product and work closely with Product, Engineering, Sales, and Customer Success.

• Build and lead the Product Operations function and team.

• Own the onboarding and migration process from intake through training and handoff.

• Improve customer activation and ensure customers are getting value from the product.

• Build scalable processes for single-site through statewide implementations.

• Own support expectations, routing, escalation paths, and follow-through.

• Serve as an escalation point for complex customer needs.

• Turn customer feedback and support trends into actionable product improvements.

• Partner with Product Managers to move customer insights into the roadmap.

• Build internal tooling and automation that enables a small team to support a growing customer base.

• Establish operating cadences across Product, Engineering, Sales, and go-to-market teams.

• Use data to identify problems, diagnose root causes, and measure improvements.

• Incorporate AI and agentic tools into Product Operations workflows.