Product Operations Specialist

THE PURPOSE OF ACTIONSTEP  

Helping law firms modernize and embrace the future.  

Law firms provide an essential service to our society. Lawyers and law firm professionals protect people and assets, reduce collective risk, and help businesses grow.     

Law is an incredibly demanding profession that involves complicated, precise work with heightened client care. Midsize law firms often lack the management experience, technology and administrative processes to help them do this work efficiently, instead relying on long hours and manual processes. As a result, the legal sector has traditionally been slow to change. Until now.    

Through our powerful, innovative law firm management technology, Actionstep enables law firms to work efficiently, delight clients, evolve with the market and thrive as efficient, profitable businesses.  

With Actionstep, law firms are equipped to confidently embrace the future.  

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management software.  We are a fast growing, dynamic business with a global customer base of more than 40,000 and a team of over 220 in the USA, Australia, UK, Canada and New Zealand.    

Job Title: Product Operations Specialist

The Purpose of Your Role

As a Product Operations Specialist, you’ll serve as the operational and analytical backbone of the Product team. Your role will combine product analytics management (especially using Pendo), cross-functional communication, and delivery governance to help drive measurable impact across the product lifecycle.
 
This role is ideal for someone who thrives in a fast-paced environment, enjoys managing tools and processes, and is passionate about supporting a team to do their best work. You'll help structure how the team works, track success metrics, and ensure visibility across initiatives and product communications.

What You Will Be Doing

In this role, you will be accountable for:

Analytics & Product Insights

• Own the administration and optimization of Pendo as our core product analytics platform, ensuring tagging, data collection, and segmentation are accurate and complete.
• Set up and maintain dashboards that track feature usage, customer engagement, and adoption KPIs across multiple product areas.
• Partner with Product Managers to generate insights from usage data that support prioritization, experimentation, and continuous improvement.

Operational Support & Governance

• Help enforce and improve product delivery processes including initiative tracking, milestone reporting, and product OKR monitoring.
• Track Product Team KPIs: Define, measure, and report on key performance indicators across product development, delivery velocity, adoption, and impact.
• Continuously improve the tools, templates, and workflows used to manage the product lifecycle and team collaboration.
• Maintain Product Team operating rhythm of planning cycles, standups, retrospectives, and team rituals to improve coordination and visibility.

Drive Cross-Team Communication:

• Collaborate across Product, Engineering, Product marketing and Design teams to ensure clarity around ownership, delivery timelines, and expectations.
• Manage team and cross functional meeting agendas and actions to ensure accountabilities are captured in ASANA and other management tools
  Enable Launch Readiness: Collaborate on go-to-market preparation by aligning internal teams, verifying metrics, and ensuring knowledge base updates.
   

Product Communication & Team Enablement

• Facilitate regular team communications including Monthly Product Updates, roadmap reviews, and leadership updates.
• Own and update the product documentation hub as a central source of truth for roadmaps, public-facing decks, OKRs, process documentation, and communication templates.
• Support the communication of upcoming feature releases, rollout plans, and performance recaps both internally and to customer-facing teams.

Why You’ll Love Working at Actionstep 

• Flexible, remote-friendly working culture.
• A collaborative product and engineering team that values process and performance equally.
• Growth opportunities in a scaling SaaS business with global customers.
• The chance to work on products that empower legal professionals around the world.. 

Professional Development

• Actively looking to build own career through delivery of self and assisted professional development initiatives. 

• Being a thought leader both within Actionstep but also in the wider industry.  

• Staying abreast of industry best practice patterns, products and technologies and assisting in process improvement activities as required. 

 
Continuous Improvement

• Proactive in identifying and participating in the continuous improvement of processes and procedures within the Product Development organization. 

• Actively contribute to the development and maintenance of a strong department culture ensuring knowledge and experience is shared. 

Health & Safety: 

• Assume responsibility for your own and others safety and wellbeing, following all safety and wellbeing procedures and instructions, including reporting hazards, incidents and accidents and participating in safety and wellbeing initiatives and programs as required. 

Other Responsibilities: 

• Undertaking any other reasonable duties as required 

• 2+ years in Product Operations, Product Analytics, or an adjacent role in a SaaS company.

• Hands-on experience with Pendo (or a similar platform like Amplitude or Mixpanel), with a strong understanding of event tagging, guide creation, and segmentation logic.
• Comfortable working with data and dashboards to extract insights and communicate them clearly to product and leadership teams.
• Highly organized and proactive, with the ability to juggle competing priorities across multiple initiatives.
• Strong written and verbal communicator, able to connect stakeholders across technical and non-technical backgrounds.
• Familiarity with agile tools and practices (e.g., Jira, Productboard, Confluence).

Bonus Points

• Experience in legal tech or adjacent professional services platforms.
• Basic proficiency with SQL or data exploration tools
• Familiarity with customer feedback platforms like Zendesk, Intercom, or Productboard.

We have a fantastic and inspirational working environment! 

• Robust medical, dental, vision offerings
• 401K with company match
• Flexible working and PTO
• Take your birthday off
• Frequent team building events 
• Fantastic training and development opportunities

• 90k-105k salary