Product Operations Manager

About us 🐦‍⬛ At Bethink Labs, we believe the most important products of the next decade haven't been built yet, but we sure are working on it. We're a product innovation firm working at the forefront of AI-enabled experiences. We launch new products to market through our innovation studio and partner with leading brands ready to move past the hype and ship real, scalable AI into the hands of their customers. We work across automotive, healthcare, fitness, sports, media, and games. Not because we can't pick a lane, but because the problems worth solving never do.  We don't hire just for talent, we hire for passion. We're a crew of engineers, designers, and product leaders who pour themselves into everything they touch, whether that's a product launch or a hobby they picked up two weeks ago that they're already weirdly good at.  Headquartered in California with an office in Toronto and teammates across North America, you'll work on AI-driven client engagements and internal innovations alongside people who care deeply about craft, move fast without cutting corners, and will absolutely drop a Star Wars prequel quote on you in a Slack thread when you least expect it. We're shaping how intelligent systems show up in everyday life, and we're looking for people who want in. Pull up a chair and help us build products that matter.

About the role: We're seeking an experienced Product Operations Manager to own and elevate our product operations function. This isn't a support role in the traditional sense, you'll be building, not just maintaining. You'll own the strategy and execution for production environment stability, incident response, and operational excellence. This means designing and implementing a robust incident management organization, establishing Configuration Management and Release Management processes, and creating the operational foundation that allows our company to scale. This is a high-impact ownership role that requires both technical depth and strategic thinking. You're not an order taker, you're a doer and a strategist who will define how Product Ops functions at Bethink Labs. You'll have the autonomy to design processes, make decisions, and build systems that reduce the operational burden on our leadership team.

What you'll do: • Own and lead production operations - you’ll lead a team of product experts and be the go-to authority for critical incidents, managing live triage calls and driving rapid resolution • Design and build our incident management organization, establishing processes, defining escalation paths, and creating the operational playbook • Lead and develop a product operations team, establishing best practices and elevating team capabilities • Own Change Management and Release Management processes • Drive continuous improvements through post-mortems, root cause analysis, and implementation of preventive measures • Act as the stakeholder-facing escalation point during critical issues • Identify gaps in our operational maturity and independently develop plans • Partner with Engineering, QA, and the Product team to improve system reliability and operational efficiency