Product Operations Manager

Product Operations Manager
Location: Palo Alto (Onsite)
Base Salary Range: $120,000 to $140,000 + Equity

_

Who We Are

At X, we’re building the Everything App – a platform where people connect, share ideas, and engage in meaningful conversations. Our Verified Organizations team empowers businesses to grow their brand, showcase their work, and unlock professional opportunities.
 

What You'll Do

We’re seeking a Product Operations Manager to oversee and execute the operational framework of Verified Organizations at X. This role demands a leader who can manage a team while actively delivering precise, high-quality work. You’ll ensure the integrity of our verification process and provide exceptional, VIP-level support to premium clients. We need a driven professional with an unwavering commitment to detail and operational excellence, capable of building scalable systems and maintaining trust and quality for Verified Organizations.
 

Responsibilities

Area 1: Application System Design & Verification Integrity

• Design and develop the user-facing application system and internal platform for Verified Organizations, an enterprise software solution utilized by thousands of businesses and governments on X, with a focus on secure and efficient functionality.

• Collaborate with the Safety team to align application processing and system design with X’s Safety policies, ensuring a robust and trustworthy verification process.

• Apply sharp analytical skills to identify complex fraud patterns, conducting daily reviews to maintain program integrity and adapting the application process as needed.

• Address flagged accounts – such as spam, compromised profiles, or policy violations – taking prompt, decisive action in coordination with the Safety team when necessary.

• Manage high-priority VIP cases (e.g., enterprise or government accounts) with clear communication and meticulous attention to detail, ensuring a seamless and secure experience.

• Process applications and review requests daily as needed, working alongside Safety agents to stay informed on operational trends and challenges.
   

Area 2: Customer Success & Support

• Provide exceptional, 5-star support to Verified Organizations, ensuring every interaction is personalized, professional, and of VIP caliber – both directly and through your team.

• Respond to client inquiries with efficiency and expertise, resolving issues with a focus on quality and care.

• Collaborate with internal teams to address technical or account-related challenges, delivering solutions that exceed expectations.

• Foster strong relationships with Verified Organizations, serving as a reliable point of contact while guiding your team to do the same.
   

Leadership & Systems Building

• Lead by example: perform operational tasks with precision while establishing the foundation to manage and expand a high-performing team over time.

• Develop and refine systems to support growth as Verified Organizations scales, balancing strategic oversight with direct implementation.

• Consistently deliver detailed reports to leadership – daily, weekly, and monthly – featuring key metrics and actionable insights on operational workflows.
   

Qualifications

• Demonstrated experience leading teams or managing complex projects while maintaining a hands-on approach to execution.

• Exceptional work ethic and a meticulous attention to detail, ensuring consistent accuracy and quality.

• Strong analytical abilities to detect fraud signals or assess risk (experience in fraud detection or trust & safety is preferred).

• Outstanding communication and interpersonal skills, with a proven ability to deliver premium, high-touch customer service.

• Proficiency in Microsoft Excel (e.g., pivot tables, VLOOKUP, data sorting/filtering) for managing and analyzing operational data.

• Skilled at interpreting data sets, identifying trends, and generating insights to inform decisions independently.

• Ability to shift seamlessly between detailed, investigative tasks and client-facing, relationship-building responsibilities.

• Self-motivated, with sound judgment to excel in a fast-paced environment where precision is critical.

• Deep commitment to operational excellence and enhancing user experience.

• Familiarity with X’s platform is an advantage; experience with data visualization tools (e.g., Tableau, Google Data Studio) or CRM systems is a plus.