Tech Stack

Description

You'll own the products and systems that keep Possible running, including incident management, internal tooling, and an AI-powered support agent. You'll reduce operational burden, improve customer experience when issues arise, and invest in automation to prevent problems. **This role reports to the Director of Product** and sits at the intersection of product, engineering, and operations, **offering high ownership and impact**.

Requirements

• Operational product ownership experience with internal tools or support platforms.
• Process design and incident management experience, including SLAs and escalation paths.
• Strong analytical skills with operational metrics and dashboard building.
• High ownership and bias for action in proactive issue resolution.

Responsibilities

• Bring structure to incident and bug handling, defining SLAs and escalation paths.
• Own IAM internal platform used by operations associates.
• Improve and scale AI customer support agent Max to live chat.
• Build remediation tooling and automation for known issue patterns.