Product Manager Operations Excellence

McLedger

Summary of the role:

This is not a back-office product role. As Product Manager Operations Excellence, you will drive the systems, tools, and internal processes that enable Mazeed to scale, serve customers better, and deliver SLAs with confidence.

You ll work across teams including onboarding, finance, service delivery, and customer support to remove friction, increase automation, and improve visibility into operations. Your success means more satisfied customers, more productive teams, and faster growth.

What are the duties and responsibilities of the role:

Operations Enablement & Efficiency

• Build internal systems that streamline how our teams onboard, serve, and support customers.

• Optimize workflows across departments to reduce turnaround time and increase consistency.

• Identify operational bottlenecks and design scalable solutions not just quick fixes.

Support & Service Tooling

• Design internal support consoles with the right customer context and tools to resolve issues efficiently.

• Create structured workflows for ticket handling, escalation, and knowledge access.

• Enable our experts and CX teams to deliver fast, accurate, and helpful responses.

Automation & Workflow Orchestration

• Automate repetitive internal tasks such as account setup, task routing, and compliance validation.

• Build internal triggers and escalation logic to prevent SLA breaches and missed handoffs.

• Integrate human workflows with system processes to create seamless service delivery.

Operational Visibility & Admin Dashboards

• Develop internal tools that give Mazeed teams full visibility into customer status, service history, and system health.

• Enable teams to proactively identify risks or delays before they impact the customer.

Internal Documentation & Process Rollout

• Define processes and drive alignment across teams on how internal tools are used.

• Own the enablement and training experience for new tools and workflows.