Director of Product Operations

Who we are

The real world is the next frontier, and at Metropolis, we are creating the artificial intelligence to make it responsive. We are pioneering the Recognition Economy — a future where mundane repetition disappears and being known unlocks access, comfort and belonging everywhere you go. From transforming parking into a seamless drive-in, drive-out experience for millions of Members to expanding our intelligence layer across retail and hospitality, we are building a world that feels instinctive and magical. The future isn’t coming; it’s here, and we need builders, innovators and problem solvers to help us create it.

Who you are

Metropolis is seeking a Director of Product Operations to drive the rollout, adoption, and measurement of the company’s products. This role blends operational excellence with analytical rigor – ensuring smooth execution from concept to launch while feeding the voice of the customer back into the product funnel. You and your team will lead cross-functional releases, quantify value creation, and turn customer insights into continuous product and process improvement.

What you'll do

• Act as the centralized owner of product releases, fostering strong relationships with product management, engineering, tech ops, design, marketing, operations, analytics, finance, and other relevant teams to ensure effective coordination and alignment both pre and post product feature deployment
• Lead the Product Operations team (currently four, with potential to scale), including two embedded Product Operations Managers executing product releases & analysis, and a product support team of two resolving internal Product Support inbound and generating insights from Operations and other key stakeholders
• Develop and execute project plans, timelines, and milestones to ensure successful and timely product releases, while proactively identifying and mitigating risks that may impact product development or delivery
• Document and maintain all training, policies, and procedures related to the operation of a new/improved product or feature
• Partner with Analytics and Data Engineering to define core product KPIs, instrument metrics, and publish dashboards for ongoing health and feature adoption
• Build post-release impact review frameworks (e.g., adoption metrics, GPV/ARR attribution models) to measure realized value, identify deltas from forecasts, and feed learnings back into future roadmap decisions
• Surface, synthesize, and act on product feedback from internal teams and end users, ensuring timely resolution of questions, bugs, and escalations while improving the scalability and efficiency of Product support
• Execute go-to-market plans through timely and effective product launches, launch management, and user adoption campaigns
• Establish robust pre- and post-launch analytics to estimate, track, and validate business and customer impact—linking product adoption, satisfaction, and revenue outcomes to measurable value and continuous roadmap refinement
• Strengthen continuous feedback loops between users, customer-facing teams, and Product by improving how qualitative insights (support data, feature requests, and other feedback) are captured, synthesized, and acted on to enable faster learning and customer-informed iteration

What we're looking for

• Bachelor's degree in business, marketing, or a related field; or equivalent experience
• Proven experience (8+ years) in product management or product operations
• Strong understanding of the B2B and B2C technology landscape, with demonstrated success leading rollout of technology products and services across a large network
• Extensive knowledge of the product development process and success metrics
• Exceptional leadership and management skills, with the ability to effectively collaborate and influence cross-functional teams
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making
• Excellent communication and presentation skills, with the ability to articulate complex concepts in a clear and compelling manner
• Experience leveraging AI tools to transform static workflows into responsive, high-output processes

While not required, these are a plus:

• MBA
• Experience within an operationally-intensive environment
• Experience in transportation, parking, or related field

4 Days in Office: Metropolis values in-person collaboration to drive innovation, strengthen culture, and enhance the Member experience. Our corporate team members hold to our office-first model, which requires employees to be on-site at least four days a week, fostering organic interactions that spark creativity and connection.

When you join Metropolis, you'll join a team of world-class