Product Operations and Growth Manager

Job Description

GENERAL STATEMENT OF DUTIES 

The Product Operations & Growth Manager is a unique, cross-functional role that blends high-touch customer service and logistics management with proactive business development. This role ensures a seamless customer experience from first inquiry to final delivery, while also contributing to growth by cultivating strong relationships and identifying opportunities to improve how we serve. 

Ideal candidates are go-getters who thrive on owning systems and building relationships. They’re energized by troubleshooting logistics one moment and following up with a warm lead the next. They understand that connection is Intercambio’s superpower—and that smooth operations and relational trust go hand in hand. 

This position is full-time (36 hours per week) and reports to the Chief Product and Programs Officer. This role will be expected to work in our Boulder & Longmont offices each week, and from home. 

We welcome your cover letter and resume at jobs@intercambio.org. Only submissions with a cover letter will be considered.    

KEY RESPONSIBILITIES 

Customer Success & Relationship Building 

• Serve as the primary point of contact for prospective and returning customers related to ordering and accessing materials. 
• Build trust with customers throughout the ordering process through timely, thoughtful communication and a strong understanding of their program needs. 
• Proactively follow up with prospective users (leads) to support onboarding and sustained engagement. 
• Troubleshoot order issues including accessing digital materials and logistics concerns with care and professionalism. 
• Collect and document customer insights, issues, and testimonials to inform continuous improvement. 

Sales Engagement & Growth Support 

• Coordinate follow-up communications and proactive outreach to drive product and membership interest for customer leads. 
• Represent Intercambio at virtual events and at several in-person conferences to support lead cultivation. This position requires limited out-of-state travel. 
• Collaborate with the Product Sales and Network team on network growth and new product offerings. 

Logistics, Order Fulfillment & Inventory 

• Oversee physical and digital product fulfillment—including shipping, access to materials, and coordination with print vendors. 
• Maintain strong vendor relationships with order fulfillment and printing company 
• Manage inventory status and projections, including ordering of all print materials, to prevent shortages or overages. 
• Manage order processing, purchase orders, invoicing, and overdue payment communications. 
• Liaise with shipping vendors and internal stakeholders to resolve any delivery or access issues. 

Operational Excellence & Systems Support 

• Maintain accurate customer and organizational data in Salesforce and order systems (WooCommerce, AutomateWoo). 
• Keep product-related website content up to date in collaboration with the marketing and digital teams. 
• Contribute to process documentation and SOPs to improve team efficiency. 
• Support special projects related to improving the customer journey or piloting new offerings. 

WHO THRIVES IN THIS ROLE 

• A self-starter who finds energy in improving systems and supporting people. 
• Someone who sees relationships and operations as two sides of the same coin. 
• A team player who loves solving problems, communicating clearly, and turning insight into action. 
• A detail-oriented multitasker who can move between back-end logistics and front-facing communication with ease. 
• Someone who enjoys the challenge of wearing multiple hats and thrives in a fast-paced, mission-driven environment. 
• A natural relationship-builder who’s curious, personable, and comfortable engaging in consultative sales conversations without being heavy-handed. 
• Someone who enjoys learning from others, growing alongside a team, and contributing ideas in a collaborative environment. 
• A proactive communicator who doesn’t wait to be asked and takes pride in anticipating needs. 
• A person who takes ownership of the details because they understand it’s part of delivering excellent service. 

QUALIFICATIONS 

Required 

• 3+ years in operations, customer service, or sales/business development. 
• Excellent communication skills and a people-first mindset. 
• Strong organizational skills and comfort managing multiple priorities. 
• Proficiency in Microsoft Office and cloud-based tools. 

Desired 

• Experience in education, adult literacy, ESL instruction, or nonprofit service delivery—especially in community-based or learner-centered environments. 
• Proficiency in Salesforce and WooCommerce, or related CRM and online shop platforms 
• Knowledge of English learning and the challenges faced by adult learners and the programs that support them. 
• Experience working cross-functionally on a remote or hybrid team, with comfort collaborating across departments and roles. 

GENERAL STAFF EXPECTATIONS 

• Participate in staff meetings, retreats, and fundraising events. 
• Attend regular check-ins with manager and contribute to a positive team culture. 
• Uphold Intercambio’s mission and values, including our commitment to and . 

GROWTH POTENTIAL 

This role is designed with long-term growth in mind. As Intercambio continues to expand its reach, this position offers future pathways into operations leadership, account management, or partner success—depending on skills and interests. 

SALARY & BENEFITS 

Starting Salary Range: $61,000-$65,000 depending on experience. Intercambio also offers a competitive benefits package that includes: 

• Health insurance, vision insurance, and dental insurance. Intercambio pays 80% of the premiums for good, basic employee coverage currently through Anthem BCBS. Enhanced medical coverage is available for the cost of the difference between plans. 
• Life insurance. Fully paid $50K policy 
• Simple IRA after 1 year with a company match of 3% 
• Funds for annual professional development 
• Paid time off/sick time. 21 days of paid vacations and up to 10 days of paid sick leave per year, increasing after two years. 
• Generous company holiday schedule, including 6 company holidays plus the week off between Christmas and New Year’s Day