Overview Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents. We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success. We believe: Every Experience Matters. Talent is Everywhere. All Belong Here. At Medallia, we hire the whole person. The Role Our Senior Principal, Product Operations is a lynchpin role, augmenting the productivity, efficiency and effectiveness of the entire product organization. This leader is responsible for all product operations, tools, and processes from product discovery to roadmap planning to product launch to product commercialization and to product end of life to ensure delivery against priorities and goals. The successful candidate needs to be comfortable with a range of responsibilities, have an eye for detail, and demonstrate the ability to deliver results utilizing virtual teams. Establishing strong operational support in developing environments requires drive, determination, and comfort with autonomy. The confidence to challenge and seek the best possible solution in any situation is crucial. Medallia places great emphasis on openness, a collaborative approach, and honest opinions. Responsibilities Championing data driven decision making Investing in building high-leverage product analytics tracking and customer listening methods (including through AI) to surface opportunities for improving the customer experience in the product group. Reinforcing a results-focused culture by helping lead PMs identify meaningful metrics, determine appropriate targets, track performance, and turn analysis into action at pace. Operationalizing product management Empowering product managers to deliver high-impact work efficiently by refining the tools and frameworks product development runs on and driving adoption through change management. Owning the product RACI, PRD templates, Beta/RA, GA definitions, and other core process and frameworks. Owning the product roadmap and tracking execution across product teams. Establishing and measuring customer and business performance metrics and reviews alongside the Product and Commercial Managers you interface with, and drive accountability to results during high impact launches and/or financially impactful products Owning the product lifecycle management process from launch to EOL Identifying improvement areas where we can unlock engineering and product development velocity Codifying roles and responsibilities and ways of working cross functionally Operationalizing delivery of goals and priorities and commitments Ensuring proper strategy, planning, resourcing, decision making, and accountability routines Finding owners and hold owners accountable Tracking performance and progress and methods to surface and escalate issues Leading cross group initiatives when needed to ensure delivery Qualifications Minimum Qualifications 12+ years of experience in product operations or business operations, strategic consulting, or operational execution related to product delivery or product GTM BA/BS degree Demonstrated experience working within SaaS or B2B Technology company selling to large enterprises Demonstrated experience in data analytics and product management Preferred Qualifications Experience with Product Board, Jira, and Confluence Proficiency in data analysis tools and techniques and data visualization platforms Deep understanding of best practices for a well-managed SaaS product process Experience in designing and managing product development processes and tools Medallia is committed to equal pay and transparency. The annual base salary range for this position is $144,000 - $265,000 USD. This position is bonus eligible. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, candidate’s work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions. Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short term and long term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role. At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.