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Salary: CAD 120,800 - 151,000 / annual
Brex is seeking a Product Operations Manager to lead the Product Operations team and own operational readiness for product launches across the intelligent finance platform. This role combines product management, data analytics, and operations expertise to ensure flawless feature launches and maintain Brex's product knowledge infrastructure.
You will lead a team of four product-domain owners and manage the full lifecycle of launch enablement, including documentation, release notes, training, and tooling. Key responsibilities include owning the Help Center and internal knowledge base, leading the weekly OLAB cross-functional board to assess launch impact and readiness, and engaging early in launches using customer and product insights to shape experiences.
The role emphasizes AI-native automation and leverage. You'll expand team automation using production agents to handle recurring work, then reinvest freed capacity into judgment-based work only humans can perform. You'll define actionable metrics for self-service, chatbot containment, knowledge adoption, and queue health, with clear thresholds and owners. You'll also turn AI support agent failure patterns into documentation improvements with human validation.
You'll partner across product and customer-facing teams to deliver accurate, timely enablement while balancing readiness with delivery speed. You'll lead customer-facing escalations and crisis response, establish single sources of truth, coordinate communications, and run retrospectives. Communication of performance and strategy to CX leadership and executives is essential, translating data into clear insights that drive decisions.
The role is based in Brex's Vancouver office with a hybrid model requiring a minimum of three coordinated days in-office per week (Monday, Wednesday, Thursday). Up to four weeks per year of fully remote work is available.
Requirements:
- 4+ years in Product Operations, Product Management, Program Management, or related function, ideally in fast-paced tech or fintech
- Experience partnering with Product and Engineering through full launch cycles, with confidence navigating scope, sequencing, and trade-offs
- Experience leading projects, mentoring teammates, or developing others (first-time managers welcome)
- Proven ability to scale cross-functional processes and influence partner teams without formal authority
- Experience owning documentation or knowledge at scale, maintaining quality as products evolve
- Strong analytical skills including defining metrics, building dashboards, and using data to prioritize
- Hands-on experience integrating AI agents and automation into workflows with measurable improvements in efficiency or outcomes
- Clear, precise communication across technical and non-technical audiences, including presenting data to leadership
- Sound prioritization under competing demands and adaptability as processes and business needs change
Bonus qualifications:
- Background in fintech, financial services, or enterprise SaaS
- Experience as a Product Manager
- 1+ years managing or developing a team of 3+ individual contributors
- Familiarity with structuring and maintaining product knowledge for AI systems at scale
- Experience with self-service and containment metrics
- Proficiency with Linear, Guru, Sanity, and Hex
- Experience running cross-functional governance forums or advisory boards
- Track record of turning operational insights into product roadmap changes
