We are looking for a highly driven Product Operations Analyst 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 resolve real customer problems using configurable product solutions through technical support, 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 Analyst 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, Customer Success, and GTM/ Sales, to (1) drive value from the product through high-quality technical support, configurable 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 detailed SOP for investigating & reproducing issues in core workflows, implementing configuration updates, and resolving issues without escalating to engg.
- Identity opportunities to automate workflows using existing features and AI workflows.
2. Product Testing & QA
- 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).
3. SOP Documentation
- Maintain and continuously improve technical SOPs - for issue investigation, issue reproduction, issue resolution, configuration updates, and other onboarding pieces of the onboarding playbook.
Ideal Education & Experience
- Bachelor's degree in Engineering, Computer Science, Data Analytics, or a related field.
- Comfortable with understanding tech stacks, including databases and API based platform.
- Comfortable with writing scripts, and executing queries.
- Prior experience in SaaS products, data-driven platforms, or enterprise technology environments preferred.
- Exposure to customer support, customer success, QA testing, or analytics workflows is an advantage.
- Familiarity with concepts including enterprise-grade architecture, cloud-first infrastructure, microservices pattern, API mechanism, SPA frontend, and technologies like AWS, Azure, Java, Spring Boot, React.JS and PostgreSQL.
- 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, transition to SDE or data science profile
- Collaborative and supportive work culture
- Competitive salary, medical insurance, and ESOPs
- Generous casual and sick leave
Application Process
Interested candidates should submit a comprehensive resume and a cover letter detailing why they are interested in this role to [Confidential Information]. We are committed to building a diverse and inclusive team and encourage applications from candidates of all backgrounds.
