Head of Product & Operations (009-01361)

• →Own and maintain the company’s product roadmap.
• →Translate commercial requirements into clear development specifications.
• →Prioritise features, improvements and bugs.
• →Manage external developers and technology partners.
• →Challenge development estimates and timelines where appropriate.
• →Establish acceptance criteria for development.
• →Coordinate releases.
• →Maintain product and technical documentation.

• Take ownership of QA and regression testing.
• Test development before production release.
• Maintain bugs and issue registers.
• Manage development priorities and delivery.
• Understand web/mobile applications, APIs, databases, integrations and cloud infrastructure sufficiently to manage technical suppliers.
• Coordinate security, backups, platform reliability and technical issues.

The successful candidate does not need to code, but must be technically confident enough to manage developers effectively.

Manage the operational process from:

Signed → Onboarding → Setup → Launch → Active

Including fundraiser accounts, pages, payment configuration, dashboards, reporting and support.

Manage:

Signed → Onboarding → Offer Setup → Approval → Live → Ongoing Management

Including merchant information, locations, offers, codes, terms and offer accuracy.

Oversee:

Registration → Payment → Fundraiser Allocation → Membership Activation → Usage → Renewal

Including Stripe/payment issues, failed payments, refunds, membership status and reconciliation.

Establish and manage support processes for:

• Fundraisers
• Merchants
• Members

Build systems, FAQs, documentation and automation that reduce repetitive support requirements.

• Build and maintain management reporting covering:
• Fundraisers
• Merchants
• Members
• Membership sales
• Revenue
• Fundraising distributions
• Payments
• Renewals
• Customer support
• Product development
• Platform performance

Management should have a clear weekly view of the health of the business.

A major part of this role is identifying manual processes and progressively automating them.

“How can the company support 1,000 fundraisers and 100,000+ members without needing a huge operations team?"

• 5+ years of relevant experience in Digital Product and/or technology-enabled operations.
• Previous experience working for an Australian, UK, US or other international technology company would be highly regarded.
• Excellent written and spoken English communication.
• Formal tertiary qualifications in technology, information systems, business, operations or similar would be advantageous but are not essential.

• SaaS, marketplace, fintech, subscription or membership platforms.
• Product management and/or product ownership.
• Managing external software developers.
• QA and software releases.
• Digital customer onboarding.
• Payments and subscriptions, with Stripe experience highly regarded.
• CRM and workflow systems.
• Process automation.
• Customer support operations.
• Data, dashboards and reporting.
• Building operational processes within a growing company.

Demonstrated experience is considerably more important.

Within the first 6–12 months, this person should have:

• Taken day-to-day product and operational management away from the Founder.
• Established disciplined development and QA processes.
• Created scalable fundraiser and merchant onboarding.
• Improved the member and payment experience.
• Established reliable management reporting.
• Built effective support systems.
• Identified and automated repetitive processes.
• Created a clear product roadmap.
• Built the operational foundation capable of supporting significant company’s growth.

This is a remote role that will be set up via an Employer of Record (EOR) service.

To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile