I was recently hired to be the Lead of Product Operations at Sonatype. It turns out that all my training has led me to this emerging new role. So new that nobody really has a clear understanding of it (same can be said of the product manager role, depending on who you ask 😏). Here is my take on it.
What is Product Operations
If you ask Pendo, who appears to be the leader in the space, they define Product Operations as an emerging discipline within the product organization that focuses on optimizing the intersection of product management, engineering, and customer success. Product Operations functions to streamline and enhance these critical interactions, allowing product teams to focus on what they do best: creating and delivering exceptional products. Pendo published an e-book with examples of how other exemplar product organizations do Product Operations.
If you ask ProductPlan, a maker of a popular product management SaaS, they have a related definition in Product Enablement. Product Enablement involves developing and executing programs that provide relevant product knowledge to employees across the company. This includes training programs and resources designed to enable product teams to navigate complex challenges and operate efficiently, effectively becoming the “lighthouse in the storm.”
If you ask me, I am inclined to say that Product Operations is a function that scales and enables the Product Organization — comprising of Product Management, Engineering, and Design — to operate efficiently. It serves as the connective tissue that fosters capabilities, facilitates process improvements, and ensures that teams are aligned and equipped to achieve their goals.
But … Why is Product Operations? I think back to all the work I have done to generalize the common and repetitive functions that are handled by individual product managers. Making the product manager job easier will allow them to focus on higher-value activities like discovery and innovation. When a product team finds itself constantly constrained by limited resources and unable to resolve execution issues effectively, it’s a clear signal that the establishment of a Product Operations function could be beneficial.
A strategy framework for Product Operations
This is how I would structure a Product Operations function that is based on my experience in a product operations type of role. A framework is not complete without a clever acronym. So, behold, the STEAK product operations framework:
Skills & Knowledge
Begin by assessing the skills within your current product team. Identify gaps and opportunities for improvement. Develop training programs and resources to enhance the team’s capabilities. This could involve workshops, certifications, and ongoing education to keep the team updated on best practices and emerging trends.
Tools & Processes
Establish and optimize the tools and processes that support product development and delivery. This includes implementing systems for Go-to-Market (GTM) excellence, such as launch tiers and templates that standardize and streamline product launches. Ensure that the chosen tools integrate well with existing systems and support seamless collaboration across teams.
Experimentation
Foster a culture of experimentation within the product organization. Encourage teams to test hypotheses, iterate on solutions, and learn from failures. Create frameworks and guidelines that support safe and productive experimentation, allowing teams to innovate without fear of retribution.
Analytics & Data
Develop robust analytics and data capabilities to gather and leverage insights effectively. Implement programs to capture the voice of the customer, conduct Net Promoter Score (NPS) surveys, and establish customer advisory boards. Use this data to inform decision-making and prioritize initiatives that align with customer needs and business objectives.
Key Decision Support
Provide key decision support to product leaders and managers. This involves synthesizing data, offering strategic insights, and facilitating decision-making processes. Ensure that the Product Operations team is equipped to support leaders with the information and analysis they need to make informed decisions.