Senior Product Manager - Internal Operations Squad, IOPS

About the right team member

We’re looking for a strategic and execution-oriented Senior Product Manager, IOPS to lead product strategy for ClassPass’s Internal Ops squad — the team responsible for improving, reducing operational cost, and modernizing internal platforms through automation, AI-enabled workflows, and resilient internal tooling.

This role is a good fit if you…

• You are a seasoned product manager with a track record of shipping internal, operational, or platform products that materially improve business-team efficiency.
• You are comfortable turning ambiguous operational pain points into clear product bets, measurable success metrics, and pragmatic roadmaps.
• You have experience working with complex internal systems, workflows, or tooling used by teams such as CX, Sales, Partnerships, Finance, Operations, or Engineering.
• You are excited by automation and AI-enabled workflows, and can identify when to automate, when to improve tooling, and when to simplify a process.
• You are technically and analytically strong: you can partner deeply with engineering, understand system constraints, query or interpret data, and make tradeoffs across speed, scalability, reliability, and user impact.
• You have strong product judgment grounded in user research, workflow observation, data analysis, and measurable operational outcomes.
• You are a strong communicator and cross-functional partner who can align frontline users, operations leaders, engineering, design, data, and executive stakeholders.
• You are comfortable owning products where success may be measured in OpEx savings, handle-time reduction, automation rate, internal adoption, system reliability, or reduced engineering toil.
• You have at least 4 years of product management experience, ideally including internal tools, enterprise SaaS, operations platforms, automation, AI products, or developer/internal productivity products.

Key Responsibilities

• Own product strategy and roadmap for Internal Ops, with a focus on improving productivity, reducing manual work, and increasing the reliability of internal tools used across ClassPass.
• Lead discovery and delivery for automation-heavy initiatives, including AI-enabled workflows, HAPI scheduling/reservation automation, new class pricing automation, CX chatbot improvements, and other high-impact operational efficiency opportunities.
• Partner with CX, Sales, Partnerships, Finance, Product Operations, Engineering, Design, Data, and other internal teams to identify workflow bottlenecks and translate them into scalable product solutions.
• Own significant business objectives and OKRs, including defining success metrics such as OpEx reduction, handle-time reduction, booking conversion lift, margin improvement, app-review impact, and engineering toil reduction.
• Balance strategic automation bets with core internal-tooling improvements, including Admin modernization, subscription-history clarity, reservation-management improvements, integration support, GDPR/data privacy workflows, and test-data generation.
• Translate user research, operational feedback, support data, analytics, and technical constraints into a prioritized roadmap and clear product requirements.
• Manage complex cross-functional rollouts, including QA coordination, change management, training, stakeholder communications, launch measurement, and post-launch iteration.
• Work closely with engineering to make tradeoffs across user impact, system reliability, tech debt, frontend quality, migration needs, and long-term maintainability.
• Build strong feedback loops with internal users to ensure shipped solutions are adopted, measurable, and reducing real operational pain.

What you’ll work on

• Automating operational workflows using agentic AI.
• Improving CX and support workflows through chatbot enhancements, recommended bookings, and better internal visibility.
• Modernizing Admin tooling and reducing dependency on legacy internal systems.
• Building clearer, more actionable internal experiences for teams managing subscriptions, reservations, venues, integrations, and customer/account operations.

What success looks like

• Identify the highest-leverage operational problems and turn them into focused product bets.
• Ship products that measurably reduce manual work, handle time, operational cost, and engineering interruptions.
• Improve reliability and usability of critical internal tools.
• Help ClassPass scale internal operations without scaling headcount linearly.
• Build trusted relationships with business teams while maintaining strong product and technical rigor.
• Create clear roadmaps that balance automation, user experience, tech health, compliance, and business impact.