New

Project Manager - Product Operations

US - Remote

Join Vonage and help us innovate cloud communications for businesses worldwide!

 

Company Overview:

At Vonage, we are revolutionizing customer and employee engagement through a unified, intelligent, and omni-channel platform that empowers exceptional customer and employee experiences. Our cutting-edge Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) solutions deliver seamless integration, advanced omnichannel communications capabilities, and next-generation technology to meet the evolving demands of businesses worldwide. We are committed to driving transformation by providing innovative, customer-centric solutions that enable organizations to engage, interact, and deliver personalized service at scale.

As a rapidly growing software company, we are looking for a Project Manager - Product Operations to join our product management organization. to support our product readiness, launch, post launch and other key product operations projects. 

About the Role 

We’re looking for a Project Manager with an entrepreneurial mindset and a passion for transforming customer input into actionable insights that help shape our product roadmaps. This role is ideal for a curious, analytical, and entrepreneurial individual who enjoys collaborating across teams to build closed looped customer feedback. 

You will lead the design, execution and administration of a scalable, AI centric, customer product feedback—from customers, prospects, and internal stakeholders including Customer Success, Professional Services and Support channels to formulate and influence the product roadmap. You’ll also be responsible for launching, administering a customer idea portal, ensuring it functions as a closed-loop system—being both transparent and responsive to customer feedback.

Additionally, you’ll leverage tools and structured analysis to extract themes and insights from support tickets, CSAT/NPS surveys, analyst reports, and customer behavior data—all with the goal of delivering product managers with feedback to deliver a data-informed, customer centric roadmap.

Key Responsibilities:

  • Own and manage the end-to-end customer feedback lifecycle product, including intake, triage, prioritization process, roadmap mapping, and feedback closure.
  • Stand up, administer, and evolve a customer idea portal, enabling both internal and external stakeholders to contribute product ideas and track status.
  • Collaborate closely with Product Managers, Customer Success, Support, and Engineering to align on feedback handling and prioritization.
  • Work cross functionally to bring a product to market that translates insights into actionable guidance for roadmap development.
  • Apply analytical thinking and AI-powered tools to identify feedback trends from diverse sources—support tickets, CSAT/NPS surveys, analyst reports, product usage.
  • Track and report on key metrics that reflect the effectiveness of feedback loops and their influence on the roadmap.
  • Contribute to quarterly/annual product planning by highlighting key customer-driven opportunities and risks.
  • Constantly seek ways to improve feedback processes, tools, and communications.
     

Required Qualifications:

  • 3–5 years of experience in Product Operations, Product Management, Customer Insights, or related functions.
  • Deep understanding of the product development lifecycle and roadmap strategy.
  • Experience working with Google Workspace, Jira, Aha!, and other product development tools.
  • Familiarity with customer feedback tools, and feedback trend analysis.
  • Strong analytical and financial skills with experience using data and AI tools to extract insights from unstructured feedback sources.
  • Demonstrated success in cross-functional collaboration, especially with Product, Support, and Customer Success teams.
  • Clear communicator with an ability to translate data and insights into compelling narratives and decisions.

#LI-RV1

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location. 

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