Product Operations Analyst

The Company
Educe is dedicated to helping organizations plan for technology change, implement learning and talent management technology solutions, develop custom microapps to address unmet needs, and optimize and administer talent management systems through a combination of consulting services and software products. We are partnered with innovative, industry-leading software
providers to offer our clients comprehensive talent management solutions. At
Educe, we offer our employees the opportunity to continually learn and develop,
contribute to our growing firm and make an impact on our clients. We recognize
and appreciate the unique strengths of each member of the Educe team and
encourage employees to challenge themselves and hone skills based on their
individual strengths and interests.

We believe that by consistently offering our employees
opportunities to take on new responsibilities we empower them to drive our
firm's growth. Ultimately though, we work hard here because as individuals we
find personal satisfaction in making a difference. This culture is a priority
for us, and we intend to continue improving the ways this firm can interest,
challenge, and reward us all. We think this is an important component of
why we're recognized as a Great Place to Work by The Washington Post, Washingtonian
Magazine, and Fortune Magazine!

The Role
We are seeking an experienced Product Operations Analyst to support the operational success of Educe's deployed software products. This role serves as a key liaison between customers and our internal Product Operations teams, ensuring issues are efficiently managed and resolved from discovery through completion. The Product Operations Analyst will partner with Educe software teams to support the successful delivery of solutions that align with organizational goals, while adhering to established standards and practices.

Responsibilities
The responsibilities for this role include, but are not limited to:

Product Platform and Software Support:

• Own the intake and resolution workflow of customer support tickets in Jira, prioritizing incoming support cases and product issues across multiple software products based on severity, impact, and business needs.
• Conduct root cause and data analysis of customer-reported issues and translate findings into clear user stories, acceptance criteria, and actionable tickets for technical teams.
• Proactive communication and reporting on issue resolution activities and timelines.

Product Software Delivery Support:

• Support on-time delivery of client deliverables.
• Monitor trends to identify recurring issues, product gaps, and opportunities for process or product improvement.
• Support product testing activities including validation of bug fixes, regression testing, and reviewing enhancements before deployment.
• Draft and maintain product release notes and documentation.
• Support the structured handoff from R&D into Operations as clients transition from implementation to support and maintenance.

Operations Planning and Best Practices:

• Develop and maintain operational documentation, procedures, processes, and standards.
• Contribute to continuous improvement activities across Operations to develop more efficient and effective methods for Incident Management, Problem Management, and Service Delivery.

Skills and Experience
This role operates across multiple Educe software products, requiring the ability to quickly come up to speed on new platforms, navigate ambiguity, and support evolving client and operational needs.
Qualified Candidates will possess the following:

• Prior experience in customer-facing or client support role.
• Prior software experience, particularly in product testing.
• Prior experience with writing user stories and acceptance criteria for software development.
• Proven ability to operate independently in a fast-moving environment, proactively identifying priorities and driving work forward with a high degree of autonomy.
• Excellent written and verbal communication skills with the ability to translate technical information to nontechnical audiences.
• Strong analytical, problem-solving, and critical thinking skills.
• Strong attention to detail and genuine interest in exploring nuances of systems and workflows.
• Familiarity with Atlassian products and understanding of technical integrations are preferred.

Basic Qualifications

• Bachelor's degree or equivalent combination of education, training, and experience.
• Ability to travel to semi-annual firm meetings.
• U.S. citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.
  

Salary Range: $75,000 - $100,000

The Benefits
At
Educe, we care about the health and happiness of our employees. We offer 100%
employer-paid medical, dental, and vision for all full-time employees and
dependents. Additional benefits include paid vacation and sick time, a 401k match, a monthly cell/internet stipend, and an annual company shutdown
from Christmas Eve to New Year's Day.

At Educe we advocate for an open,
inclusive, merit-based culture. We are committed to providing an environment of
mutual respect where equal employment opportunities are available to all
applicants and employees without regard to race, color, religion, marital
status, age, national origin, ancestry, physical or mental disability, medical
condition, pregnancy, genetic information, gender, sexual orientation, gender
identity or expression, veteran status, or any other status protected under
federal, state, or local law.

If you'd like to view a copy of the company's affirmative action plan or policy
statement, please email hr@educegroup.com.
If you are an individual with a disability and would like to request a
reasonable accommodation as part of the employment selection process, please
contact accommodation@educegroup.com.
View the "EEO is the Law" poster here.