Director, Product Operations

About the position

As the Director of Product Operations at Klaviyo, you will be the operational backbone of our high-growth SaaS business, driving the seamless execution of our B2C CRM product suite. You’ll be the connective tissue for product development and delivery at scale—optimizing end-to-end product processes, establishing a single source of truth for progress, driving operational excellence, and enabling our product organization to deliver maximum customer impact. You’ll lead a talented team and work cross-functionally with Product, Engineering, Design, Customer Success, Marketing, and Executive Leadership to ensure rigorous execution, transparency, and alignment across the organization.

Responsibilities

• Own and evolve Product Operations: architect, optimize, and manage the frameworks, processes, and tools underpinning how Product teams at Klaviyo operate—from strategic planning to execution and release.
• Drive Klaviyo’s Product team to be a world-class, AI-first organization.
• Drive transparency and execution: partner across the R&D organization to ensure clear prioritization, alignment, and visibility on roadmaps, key initiatives, and OKRs.
• Establish and maintain an up-to-date product roadmap and reporting system to serve as the single source of truth for all product progress, decisions, and tradeoffs.
• Develop and manage dashboards, KPIs, and reports to track progress, resource allocation, and product performance.
• Lead initiatives that improve product quality, release velocity, and cross-team collaboration; establish metrics and reporting that track and improve team performance.
• Build tools, standards, and rituals that enable the Product organization to focus on delivering impactful features and delightful customer experiences.
• Ensure the voice of the customer is embedded in all product processes, collaborating with CX, Sales, and Marketing to close feedback loops and inform prioritization.
• Develop and socialize operational dashboards that illuminate bottlenecks, productivity, product usage, and inform strategic decisions at the executive level.
• Recruit, develop, and mentor a high-performing Product Operations team; foster a culture of excellence, experimentation, and continuous improvement.
• Instill a philosophy of learning, agility, and outcome-orientation by proactively identifying inefficiencies and leading change initiatives.

Requirements

• 10+ years of experience in product operations, program management, or business operations roles supporting SaaS product organizations (B2B/B2C); prior experience with scaling product ops at a high-growth tech company required.
• Proven success driving operational excellence, process optimization, and/or change management in complex, cross-functional environments.
• Demonstrated ability to coordinate rigorous execution across Product, Engineering, Design, and other cross-functional teams.
• Deep experience establishing and maintaining a single source of truth for product progress, resource management, and decision documentation.
• Strong analytical, communication, and stakeholder management skills—can build trust and influence at all levels, including executives.
• Data-driven mindset with the ability to synthesize insights and drive measurable results.
• Expertise in implementing structured decision-making frameworks (e.g., RAPID) to drive clarity and accountability.
• Experience with modern product management tools (e.g., Jira, Productboard, Coda, analytics platforms).

Benefits

• Participation in the company’s annual cash bonus plan
• Variable compensation (OTE) for sales and customer success roles
• Equity
• Sign-on payments
• Comprehensive range of health, welfare, and wellbeing benefits based on eligibility