Product Solutions Manager, EvenUp

• 6+ years of work experience in a fast-paced environment (SaaS, LegalTech, or complex Operations), with 2+ years of direct people management experience
• Team Scaling: A proven track record of hiring, training, and managing high-performing implementation, operations, or technical success teams during a period of rapid growth
• Enterprise Implementations: Deep experience overseeing customization-heavy "system of record" implementations for large enterprise customers
• Technical Fluency (SQL & AI): You must have the technical chops to coach your team on writing/testing AI prompts and executing SQL queries for custom reporting
• Scrappy & Strategic: You can operate in the weeds when necessary to support your team, but know how to zoom out and build scalable processes. You make sound judgment calls on where quality is "good enough" for a v1 launch versus what needs immediate fixing
• Customer-Centric Focus: Experience handling executive-level customer escalations and managing critical external stakeholders to ensure implementation success

Desirable

• We’re looking for a Product Solutions Manager to lead and scale the team responsible for ensuring our customers are seamlessly onboarded and set up for success
• In this highly cross-functional leadership role, you will oversee a foundational team of Product Solutions Associates, starting with two direct reports with the opportunity to significantly scale the team
• You will act as a strategic program manager, technical escalation point, and primary product partner
• While your team works directly with customers to configure environments and drive testing, you will focus on building scalable implementation systems, standardizing foundational playbooks, and coaching your team to excellence
• You will also synthesize the voice of the customer at a macro level, partnering with Product and Engineering leadership to directly influence the product roadmap
• This is an ideal role for an exceptionally detail-oriented, technically capable leader who thrives in a high-growth environment and is excited by the challenge of building both scalable systems and a high-performing team from the ground up
• Team Building & Leadership: Manage, mentor, and coach an initial team of two Product Solutions Associates, with a mandate to rapidly hire, onboard, and scale out the function through the end of the year
• Implementation Strategy & Oversight: Oversee the portfolio of customer implementations. Serve as the primary escalation point for complex technical and operational setups, ensuring your team is delivering high-quality configurations
• Process Scaling & Playbook Creation: Transition scrappy, early-stage processes into robust, scalable systems. Operationalize how the team configures Smart Workflows, document templates, and task plans to pave the way for future handoffs to the broader Customer Success team
• Technical Quality Assurance: Set the standard for your team’s technical outputs. Oversee the drafting, testing, and refinement of AI prompts, and ensure SQL-based custom reporting and complex data mapping are accurate and meet firm needs
• Lead UAT & Program Management: Oversee the design of User Acceptance Testing (UAT) scenarios. Coordinate with external executive stakeholders and partner with internal ops teams to align cross-functional processes (e.g., mailroom/fax attribution)
• Strategic Product Feedback Loop: Triage critical, systemic failures during rollout. Aggregate missed use cases and feedback from your team to provide Product and Engineering leadership with prioritized, actionable data to improve the platform
• How Success Is Measured
• Team Growth & Performance: Successfully hiring, onboarding, and retaining a high-performing team of Product Solutions Associates
• Deployment Velocity & Quality: Firms are successfully deployed on the new system across your team's portfolio with high client satisfaction, predictable timelines, and minimal operational friction
• Scalability: Clear, repeatable implementation playbooks and technical standards are established and adopted
• Product Impact: Product and Engineering teams are equipped with prioritized, aggregated feedback that directly improves the platform's v2 and beyond