Product Operations Manager

We’re looking for a Product Operations Manager to help every state recovery program launch faster than the last, hold up in the field, and send what we learn straight back to the team building it.

About Bright Harbor Bright Harbor empowers communities to recover from disaster. Our platform reveals what survivors need, launches programs that get aid moving quickly, and coordinates every stakeholder so a community can work as one. Our mission is to help every disaster survivor find their way home. We put them at the center of their recovery and give the governments serving them real-time visibility into every case, every gap, and every step forward. Disasters are getting bigger and more frequent, and helping communities survive them and thrive is the challenge of our time. We build for the moment everything else falls apart. If you want your work to matter on the hardest days people will ever face, come build with us.

About the job As Product Operations Manager at Bright Harbor, you own how our product gets into the field and how it holds up once it’s there. We stand up state recovery programs in days: Washington went from verbal approval to first survivor payment in five business days, and Nevada went from contract signing to live intake in two. Your job is to make that speed repeatable, so every new program launches faster and more reliably than the last. Your day-to-day work runs the release, tooling, support, and enablement systems that keep the product team effective. When we stand up a program we’ve run before, you deploy alongside operations as the product voice in the room, and you own the flow of state requests back to the product team. You’ll report to the Director of Product and sit on the product team, working closely with engineering and operations. Operations runs each state program: SOPs, intake and payment operations, and state reporting. You make sure the product is ready for every program we run and that what we learn in the field makes it back to the team building it.

What you'll do

• Own release and launch management: run the release calendar, define launch readiness criteria, write release notes for internal teams and state partners, and coordinate staged rollouts and pilots. Set the rules for when we ship and when we hold during an active disaster.

• Own the product tool stack: manage the tools we use for roadmapping, feedback capture, and documentation, and connect them so information moves between teams without manual work.

• Build support tooling and escalation paths: define severity levels and response targets, design the path from support to product and engineering, and give the support team the tools to see a survivor’s record and status without pulling in an engineer.

• Enable the teams around product: maintain the documentation and training materials that operations, support, and sales work from, and make sure every team knows what’s shipping and how to talk about it.

• Deploy alongside operations: when we stand up a program we’ve run before, join the operations team as the product voice in the room. Configure the platform from our module templates and make sure the product is ready before the first survivor applies.

• Own state request triage: capture requests from state partners and field teams, route each one to the right module owner with the context they need, and close the loop with the state on what happens next. Flag requests that keep recurring so they become standard configuration every state can use.

About you

• 2-5 years of experience in product operations, implementation, solutions engineering, technical program management, or product management at a SaaS company.

• Hands-on experience configuring and deploying complex software for government, enterprise, or regulated customers, ideally on tight timelines.

• A track record of building a release process or support escalation system from scratch and getting a team to actually use it.

• Strength in organizing complexity: you love systems, documentation, and the details that keep things working under scale.

• Calm judgment under pressure. You can triage competing urgent requests during an active disaster and make clear calls about what ships, what waits, and who needs to know.

• Comfort working directly with state agency stakeholders and holding your own in that room.

• Fluency in Notion and GitHub, and an instinct for using AI tools to automate repetitive operational work.

• Strong written and verbal communication, able to distill ambiguity into clear next steps for both technical and non-technical audiences.

• Bonus: prior startup experience, exposure to civic-tech or emergency management, or experience supporting payment or disbursement programs.

Why Bright Harbor We're a fast-growing, mission-driven company backed by top-tier investors. You'll join a collaborative team building something that truly matters, showing up for survivors and their communities in the hardest moments of their lives. We offer:

• Purpose-driven work that lets you make true impact on the lives of disaster survivors

• Conscious leadership built on extreme ownership, clear feedback, and a culture of performance and gratitude

• Team wellbeing backed by fully paid employee health insurance, mental health support, generous parental leave, 401k, PTO, and equity for every employee Join our team Want to join our team? Then we'd love to hear about you!