Job Details

Job Title: Operations Analyst-I
Job Location - New York, NY (Hybrid)
Duration - 03 months

Team: Strategy & Operations
Reports to: Associate Manager, Product Operations

About the Role:

As the Product Operations Analyst, you will be the central operational owner for our key product partnerships. You will build and manage the end-to-end process for deploying partner hardware (e.g., physical computers) to our clients, ensuring a seamless experience from the moment a deal is signed to the day the client goes live. This role is a unique blend of hands-on logistics, technical configuration, process design, and cross-functional coordination.

You will be responsible for creating a scalable, repeatable playbook for this critical part of our business, working as the primary liaison between our Revenue teams (Sales & Customer Success) and our internal operations.

Responsibilities:

• Partner Management: Own the day-to-day communication with assigned partners, proactively identifying and effectively escalating all partnership risks and critical updates to management.
• Hardware Procurement & Configuration: Manage the end-to-end procurement, inventory, and hands-on technical configuration of all partnership hardware.
• Logistics & Fulfillment: Own the complete fulfillment process, including preparing hardware for shipment, printing labels, packaging devices, and coordinating with carriers for pick-ups.
• Lifecycle & Status Tracking: Maintain the central source of truth for tracking all partner accounts and hardware, monitoring statuses from "Onboarding" and "Configured" to "Shipped," "Live," and "Credits Issued."
• Process Development & Improvement: Design, document, and continuously improve the operational playbook for hardware procurement, configuration, and fulfillment to ensure scalability.
• Revenue Team Coordination: Serve as the primary operational point of contact for the Revenue organization (Sales & CS). You will provide regular status updates, collaborate with the Enablement team, and attend team meetings to provide updates and answer questions.
• Expectation Management: Work closely with the Sales, Onboarding, and Customer Success team to ensure they are setting clear and accurate expectations with clients regarding the partnership fulfillment process.
• Internal Communications: Develop and manage operational communications for internal teams related to the partnership program.
• Sales Operations Support: Assist with the generation and tracking of order forms, while identifying opportunities to automate and improve this process.

• An Operations Mindset: You are a true "general ops" person with 1-2 years of experience in an operations role (e.g., Sales Ops, Business Ops, Logistics, IT Operations).
• A Process Builder: You have a proven ability to build and document processes from scratch and are always looking for ways to make things more efficient and scalable.
• Technically Inclined: You are tech-savvy and comfortable with hands-on technical tasks, such as configuring hardware and software. Experience with Apple/macOS environments is a major plus.
• Meticulous Organization: You have exceptional attention to detail and a natural ability to manage multiple workstreams and deadlines simultaneously.
• Strong Collaborator & Communicator: You can communicate clearly and concisely with both technical and non-technical stakeholders, from account executives to technical support.
• Proactive Problem-Solver: You have a "get-it-done" mindset, can navigate ambiguity, and are comfortable recommending and implementing improvements.

• Experience with hardware provisioning or IT asset management.
• Familiarity with Salesforceor other CRM platforms.
• Experience in a B2B SaaS environment.

• Proven track record of managing complex, cross-functional projects, ideally with experience managing product launches.
• Excellent communication and stakeholder management skills, with the ability to influence and align teams without direct authority.
• A "get-it-done" mindset; you are resourceful, proactive, and able to navigate ambiguity to achieve results.
• Customer-centric approach with a deep sense of empathy for user challenges and pain points.
• Experience with tools such as Salesforce, JIRA, Confluence, and Looker is a plus.