Senior Product Operations Manager

Your Impact

The Senior Product Operations Manager enables Product and Technology teams to operate reliably and consistently at scale by executing established Product Operations and incident response practices. This role is accountable for coordinating incident response, driving disciplined operational execution, and ensuring clear communication, effective handoffs, and accurate operational visibility throughout the incident lifecycle.

About CivicPlus

At CivicPlus, we strive to bring our company vision to life through innovation and collaboration. Supported by approachable leadership and transparent communication, we're empowered to make an impact on local government and the residents they serve. Grow your career alongside great people, where authenticity is welcome, successes are celebrated, and potential is nurtured.

What You’ll Do

As a Senior Product Operations Manager, you will:

• Lead coordination of critical incidents across Product and Technology, ensuring effective triage, escalation, and communication to restore services in alignment with severity models and response expectations.
• Manage end-to-end incident workflows from intake through resolution, including security risk assessment, cross-team coordination, and escalation to Security when needed.
• Facilitate post-incident reviews and root cause analyses (RCAs), documenting findings, tracking action items, and addressing recurring or systemic issues to reduce incident recurrence.
• Serve as the central operational point during high-priority incidents, maintaining situational awareness and providing clear updates to technical teams, business stakeholders, and leadership.
• Maintain and improve incident response processes, tooling, dashboards, and documentation to support consistent execution, operational readiness, and team onboarding.
• Partner with Product, Engineering, SRE, Security, and Product Operations leadership to strengthen operational resilience, reliability, and continuous improvement.
• Participate in on-call incident response coverage and other duties as assigned.

What We’re Looking For

We know that excellent candidates come from diverse backgrounds. Even if you don’t meet 100% of the listed requirements, we encourage you to apply!

Preferred Qualifications: 

Education: 

• Bachelor’s degree in Business, Product Management, Operations, Technology, or equivalent practical work experience.

Certifications: 

• Agile or PMP certification preferred.

Experience: 

• 5–8+ years of experience in product operations, technology operations, delivery operations, engineering operations, or a closely related role.
• Proven experience operating in cross-functional SaaS environments, partnering with Product, Engineering, SRE, Security, Support, and other technical teams.
• Demonstrated experience coordinating incident response and working directly with technical teams, with strong understanding of production incidents and operational failure modes.
• Experience operating in agile delivery environments; prior experience as a Product Owner, Technical Program Manager, Engineering Operations, or similar role preferred.

General Skills:

• Demonstrated ability to execute and reinforce operational processes and drive disciplined follow-through in time-sensitive situations.
• Strong critical thinking and problem-solving skills, with the ability to assess risk, synthesize information quickly, and recommend appropriate actions under pressure.
• Strong written and verbal communication skills, including experience communicating clearly with senior leaders during incidents.
• Ability to work independently and collaboratively in fast-paced, high-ambiguity environments.
• Direct experience supporting Atlassian tools including Jira, Jira Product Discovery, and Confluence; experience with incident management, monitoring, or analytics tools preferred.
• Strong proficiency with project management and data analysis tools.
• Advanced proficiency with Microsoft PowerPoint and Excel for operational reporting and executive-ready communication.

Why CivicPlus?

This role offers:

• Play a critical role in keeping CivicPlus platforms reliable for t