CX Product Operations Analyst

About the role

Product Operations builds the connective tissue between product and user-facing teams so Ethos can ultimately deliver more value to more users, faster. As a Product Operations Analyst, you’ll work cross-functionally with both customer-facing teams and product and engineering teams to ensure a seamless customer experience. You'll play a key role in strengthening the feedback loop between the field and our product teams, helping surface and resolve issues efficiently. This is a high-impact individual contributor role that is essential to delivering on our mission.

Duties and Responsibilities:

Triage and investigate technical and product issues raised by customer-facing teams using backend tools and data platforms like Datadog, FullStory, Amplitude, and Snowflake

Act as a product quality advocate by fielding feature requests, triaging surfaced issues, and partnering with engineers and product managers to identify, scope, and resolve bugs

Serve as the primary liaison between product/engineering and customer-facing teams, clearly communicating product updates and issue resolutions to relevant stakeholders

Collaborate with product and engineering to collect, quantify, and prioritize bugs and pain points for upcoming development sprints; use SQL or other data analysis methods to size issues and assess impact

Enhance product and engineering teams’ understanding of customer behavior and usage patterns

Champion the voice of the customer during the development of new features, product launches, and enhancements to the user experience

Build strong relationships with subject matter experts across the organization to surface insights, drive alignment, and contribute to a more consistent and streamlined customer journey

Qualifications and Skills:

3+ years of experience in operational or analytical roles supporting product and technology teams1+ years of experience with JavaScript, Java, or SQL

Strong analytical mindset, technical aptitude, and business acumen with a proactive approach to ownership and problem-solving

Deep customer-centric mindset with an understanding of how user experience should shape product and process decisions

Comfortable navigating ambiguity and taking initiative in environments with limited structure

Highly organized and responsive, with a strong sense of accountability when following up on stakeholder requests

Excellent communication skills, with the ability to tailor messaging to various audiences and stakeholders

Experience working in a high-growth technology company

Bachelor’s degree in Computer Science, Engineering, or a related field

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