Product Operations Associate

We are looking for a highly driven Product Operations Associate to support the end-to-end execution of product operations for StepChange’s ESG, carbon, and climate-risk platform. This role sits at the intersection of Product, Engineering, Customer Success, and GTM, and is critical to delivering a high-quality customer experience while enabling data-informed product decisions.

This role goes beyond traditional operations - you will help translate real customer problems into scalable product solutions through structured support, training, analytics, and quality assurance.

Function Overview

The Product Operations function owns the end-to-end customer journey and GTM execution for StepChange’s ESG, emissions, and climate-risk SaaS platform used by enterprises and financial institutions.

The function works closely with Engineering, Product, Customer Success, and Sales/GTM to ensure reliable product delivery, fast issue resolution, and continuous improvement in user experience.

Key Objectives of the Role

The Product Operations Associate at StepChange supports the Product Operations team in managing the key responsibilities of the function. You will work closely with the Head of Product Operations and ancillary teams including Engineering, Product, Customer Success, and GTM/ Sales, to (1) drive value from the product through high-quality support, systemized onboarding and product training material, and (2) drive data-informed product decisions through analytics and structured QA. You will understand real customer problems and solve them through scalable product solutions in the climate and ESG space. 

Responsibilities

1. Technical Support 

• Investigate and resolve technical customer support tickets within agreed SLAs; escalate effectively to Product/Engineering where needed.
• Create and maintain a dynamic dashboard, analysing ticket themes to identify product gaps, UX friction and training needs; follow the structured taxonomy agreed for ticket fields (level, type, priority, severity).

2. Training Material 

• Maintain and continuously improve training assets - knowledge base with short videos and articles, repurposed to slide decks and user manuals - based on agreed information structure, new product releases and signals from customer support and product usage data.

3. Demo Creation & GTM Support

• Build and maintain demo environments, sample datasets and standard demo scripts tailored to core workflows, core use cases of priority customer segments (banks, fund / asset managers, enterprises, etc.).
• Support Sales/ GTM team with rapid creation/configuration of demo workflows and product collateral matching key customer requirements and existing solutions.

4. Product Testing

• Design and execute test cases for new features and critical workflows before release; document defects clearly for Engineering.
• Contribute to building a reusable QA regression suite for high-risk flows (e.g., data ingestion, emissions calculations, reporting exports). 

Ideal Education & Experience

• Bachelor’s degree in Engineering, Computer Science, Data Analytics, Environmental Science, or a related field.
• Prior experience in SaaS products, data-driven platforms, or enterprise technology environments preferred.
• Exposure to customer success, product management, QA testing, or analytics workflows is an advantage.
• Familiarity with tools such as Freshdesk / Zendesk, Jira & Confluence / Notion, and Figma / PowerPoint / Loom / Supademo for documentation and communication.
• Basic understanding of data visualization tools (e.g., Power BI) desirable.

Core Competencies

• Strong aptitude for diagnosing technical problems, reproducing issues, and documenting them precisely.
• Good written and verbal communication; able to translate technical details into clear, user-facing documentation (articles, slides, videos).
• Works effectively across teams to ensure quick resolution of issues and improvement in user experience.
• Demonstrates curiosity about how users interact with the product, and uses support insights to suggest UX or process improvements.
• Interest in climate tech, ESG data, or sustainability domains is a strong plus.
• Structured thinker able to design and execute QA test cases and track results systematically.

Benefits

• Meaningful work at the intersection of sustainability and technology
• Direct exposure to the founders and opportunity to shape customer success
• Collaborative and supportive work culture
• Competitive salary, medical insurance, and ESOPs
• Generous casual and sick leave