Product Operations at Ethos

Hello, my name is Rasheedah Najieb. I am a product operations analyst here at Ethos. My team is fairly new, however, we have made an impact on the overall functionality and efficiency of our products. The recognition and gratitude we receive for doing a good job to the challenges of managing incidents are all a part of the experience. Not every day is the same, but we do have a typical day in the life of a product operations analyst. Let me take you on a journey!

We start the day by checking for new tickets in salesforce. That’s where we have all of our internal stakeholders send us any issues that may occur. From sales, customer experience, and account managers to enterprise operations, we get detailed outlines of technical issues that arise and expand over several different products. Since our team’s creation, we’ve resolved and closed over 1,000 cases. From there we assess each case as they come in. We use external and internal tools and systems to determine the root cause of an issue and resolve it if possible.

Triaging and resolving bugs that come up isn’t always simple and straightforward. For issues that we’re not able to resolve on our own, we will create a ticket to escalate to our product or engineering teams. With weekly meetings and several channels of communication, we’re able to create a feedback loop to better the experience for our customers. There are several different departments, but once we determine which team is the best fit for the work, we get it over to them and the product manager/engineering team will best assess who will work on the issue. Depending on the severity and impact of the issue, we’re the first line of defense and the ones who will create an incident to get all hands on deck for an issue.

Now that our team has had a grasp of bug escalation and triaging, our next phase involves working more closely with all of our corresponding teams to make our product better and more efficient. Using operational excellence leads to fewer bugs, more net positive launches, and ensuring that our stakeholder experience is smooth. Product Operations is a relatively new field in the Product world, but its possibilities to not only improve efficiencies but also develop processes, manage feedback, and lend a hand to all our teams are endless. If you’d like more information about our team, feel free to reach out to us at [email protected].

Rasheedah Najieb joined Ethos in February 2020 as a Customer Experience Associate and has since been promoted to Product Operations Analyst. When Rasheedah isn’t squashing technical bugs or attending ERG events at Ethos, she enjoys playing mobile games, exploring new areas of her city, or spending time with her fiancé. Interested in joining Rasheedah’s team? Learn more about our career opportunities here.