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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 focuses on improving operational efficiency, reducing costs, and modernizing internal platforms through automation, AI-enabled workflows, and resilient tooling.
You will own the product strategy and roadmap for Internal Ops, driving initiatives that improve productivity across ClassPass's internal teams. Key focus areas include automation-heavy projects (agentic AI workflows, HAPI scheduling automation, class pricing automation, CX chatbot improvements), modernizing Admin tooling, and reducing dependency on legacy systems. You'll partner closely with CX, Sales, Partnerships, Finance, Product Operations, Engineering, Design, and Data teams to identify workflow bottlenecks and translate them into scalable solutions.
Responsibilities include defining and owning significant business objectives and OKRs with success metrics such as OpEx reduction, handle-time reduction, booking conversion lift, margin improvement, and engineering toil reduction. You'll balance strategic automation bets with core internal-tooling improvements, including subscription-history clarity, reservation-management enhancements, integration support, and GDPR/data privacy workflows. You'll translate user research, operational feedback, support data, and analytics into a prioritized roadmap and clear product requirements.
You'll manage complex cross-functional rollouts including QA coordination, change management, training, stakeholder communications, and post-launch iteration. Strong collaboration with engineering on tradeoffs across user impact, system reliability, tech debt, and long-term maintainability is essential. Building feedback loops with internal users ensures shipped solutions drive real operational impact.
Ideal candidates have 4+ years of product management experience, ideally including internal tools, enterprise SaaS, operations platforms, automation, AI products, or developer/internal productivity tools. You should be technically and analytically strong, comfortable with ambiguous operational problems, and excited by automation and AI-enabled workflows.
