Director – Product Operations

As theDirector of Product Operations at Klaviyo,  you will be the operational backbone of our high-growth SaaS business, driving the seamless execution of our B2C CRM product suite. 

You’ll be the connective tissue for product development and delivery at scale—optimizing end-to-end product processes, establishing a single source of truth for progress, driving operational excellence, and enabling our product organization to deliver maximum customer impact. You’ll lead a talented team and work cross-functionally with Product, Engineering, Design, Customer Success, Marketing, and Executive Leadership to ensure rigorous execution, transparency, and alignment across the organization. 

How you’ll make a difference:

• Own and evolve Product Operations: architect, optimize, and manage the frameworks, processes, and tools underpinning how Product teams at Klaviyo operate—from strategic planning to execution and release. Drive Klaviyo’s Product team to be a world-class, AI-first organization. 
• Drive transparency and execution: partner across the R&D organization to ensure clear prioritization, alignment, and visibility on roadmaps, key initiatives, and OKRs.
• Building a single view: establish and maintain an up-to-date product roadmap and reporting system to serve as the single source of truth for all product progress, decisions, and tradeoffs. Develop and manage dashboards, KPIs, and reports to track progress, resource allocation, and product performance.
• Enable high-quality delivery: lead initiatives that improve product quality, release velocity, and cross-team collaboration; establish metrics and reporting that track and improve team performance.
• Empower Product teams: build tools, standards, and rituals that enable the Product organization to focus on what they do best—delivering impactful features and delightful customer experiences.
• Customer-centric operations: ensure the voice of the customer is embedded in all product processes, collaborating with CX, Sales, and Marketing to close feedback loops and inform prioritization.
• Operational data & insights: develop and socialize operational dashboards that illuminate bottlenecks, productivity, product usage, and inform strategic decisions at the executive level.
• Lead & grow the team: recruit, develop, and mentor a high-performing Product Operations team; foster a culture of excellence, experimentation, and continuous improvement.
• Continuous improvement: instill a philosophy of learning, agility, and outcome-orientation by proactively identifying inefficiencies and leading change initiatives.

Who you are: 

• 10+ years of experience in product operations, program management, or business operations roles supporting SaaS product organizations (B2B/B2C); prior experience with scaling product ops at a high-growth tech company required.
• Proven success driving operational excellence, process optimization, and/or change management in complex, cross-functional environments.
• Demonstrated ability to coordinate rigorous execution across Product, Engineering, Design, and other cross-functional teams.
• Deep experience establishing and maintaining a single source of truth for product progress, resource management, and decision documentation.
• Strong analytical, communication, and stakeholder management skills—can build trust and influence at all levels, including executives.
• Data-driven mindset with the ability to synthesize insights and drive measurable results.
• Expertise in implementing structured decision-making frameworks (e.g., RAPID) to drive clarity and accountability.
• Experience with modern product management tools (e.g., Jira, Productboard, Coda, analytics platforms).

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