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ClassPass (part of Playlist) is seeking a Senior Product Manager to lead product strategy for the Internal Operations squad. This team is responsible for improving operational efficiency, reducing costs, and modernizing internal platforms through automation, AI-enabled workflows, and resilient internal tooling.
You will own the product strategy and roadmap for Internal Ops, focusing on improving productivity, reducing manual work, and increasing reliability of internal tools used across ClassPass. Key responsibilities include leading discovery and delivery for automation-heavy initiatives (AI-enabled workflows, HAPI scheduling automation, class pricing automation, CX chatbot improvements), partnering with cross-functional teams (CX, Sales, Partnerships, Finance, Product Operations, Engineering, Design, Data) to identify workflow bottlenecks and translate them into scalable solutions, and owning significant business objectives and OKRs with success metrics including OpEx reduction, handle-time reduction, booking conversion lift, margin improvement, and engineering toil reduction.
You will balance strategic automation bets with core internal-tooling improvements including Admin modernization, subscription-history clarity, reservation-management improvements, integration support, GDPR/data privacy workflows, and test-data generation. The role requires translating user research, operational feedback, support data, analytics, and technical constraints into a prioritized roadmap and clear product requirements. You will manage complex cross-functional rollouts including QA coordination, change management, training, stakeholder communications, launch measurement, and post-launch iteration.
The ideal candidate has at least 4 years of product management experience, ideally including internal tools, enterprise SaaS, operations platforms, automation, AI products, or developer/internal productivity products. You should be technically and analytically strong, comfortable with ambiguous operational pain points, excited by automation and AI-enabled workflows, and skilled at cross-functional alignment across frontline users, operations leaders, engineering, design, data, and executives.
