Associate Director - Product Strategy & Operations

8-12 years of total experience in Product Strategy, Strategy & Operations, BizOps, Product Analytics, or Management Consulting for a high-growth B2B SaaS company. 3-5 years of experience working on cross-functional programs and mentoring team members. Prior experience working with Product Management and/or Customer Success on customer experience, adoption, or retention programs. Strong familiarity with product-led growth, B2B2SMB, or multi-tenant Global SaaS environments. Strong analytical and data-driven mindset, comfortable with funnels, cohorts, retention metrics, experimentation, and self-serve analysis (SQL/BI). Deep customer empathy with experience interpreting research, surveys, interviews, and support insights. Ability to zoom out for long-term planning and zoom in to drive execution and process improvement. Excellent program management skills to structure ambiguity, align stakeholders, and deliver outcomes. Highly influential communicator who drives change without authority and presents effectively to senior leadership. Systems-oriented approach, building scalable frameworks, processes, and feedback loops.

Support the definition, measurement, and target setting for trial-to-paid conversion, churn, and NPS. Build and maintain dashboards for decision-making. Lead cross-functional initiatives to improve activation, retention, and sentiment. Translate company priorities into structured programs. Collaborate with product leadership on platform investments and prioritization. Develop insights into customer journeys and churn/NPS drivers. Contribute to quarterly and annual planning for TTP, Churn, and NPS programs. Establish operational cadences and present progress.