Product Operations Analyst

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.

The Product Operations Team sits at the organization's heart, connecting Product, Engineering, Support, and Go-to-Market teams to deliver operational excellence. Our mission is to enable data-driven decision-making, streamline pre-sales activities, drive efficient enhancement and bug tracking processes, and proactively deliver improved transparency, quality, and client satisfaction.

Responsibilities:

Capacity Planning & Resource Management

• Review and continue to improve Capacity plan reports

• Analyze and track resource allocation and contention, providing actionable insights via dashboards and reports to anticipate bottlenecks and optimize staffing.

• Foster a shift from reactive to proactive decision-making by delivering transparency around resource utilization, forecasting, and project pipeline health.

• Deliver regular capacity reviews and recommendations to leadership, ensuring alignment with organizational goals.

• Partner with Sales, Product, and Engineering to refine and maintain product-driven deal desks that ensure we are selling what we have and prioritizing exception estimation across product and engineering

• Define and implement ticketing and workflow solutions that accelerate time-to-delivery estimations and improve accuracy for custom solutions or client requests.

• Standardize and streamline processes to reduce friction in sales/pre-sales and drive scalable, repeatable outcomes for cross-functional teams.

• Architect enhancement ticket workflows with robust permission structures, quality controls, and integrated SLAs to boost transparency and response times.

• Maintain clear audit trails, enforce data quality, and ensure all enhancements follow a standardized intake, triage, and approval process.

• Routinely collect and integrate stakeholder feedback across Product, Engineering, Support, and Delivery to ensure the ticketing process supports evolving business needs and client commitments.

• Operate and enforce transparent prioritization frameworks for enhancement and bug fix (KTLO) tickets, balancing short-term client needs with long-term product health.

• Facilitate structured feedback loops with Support and Delivery teams, so client-impactful issues and enhancements are accurately prioritized, communicated, and managed.
• Oversee the full lifecycle of tickets: intake, prioritization, scheduling, development, delivery, and post-mortem review.

• Ensure all KTLO work is fully accounted for in resource forecasting and reporting; regularly evaluate ticket trends to recommend preventive actions or process changes.

• Collaborate with Product, Engineering, and Support to continually evaluate, recommend, and prioritize tooling and process improvements that enhance client support and product stability.

• Drive adoption and integration of new tools, ensuring seamless workflows and measurable impact within the broader operational landscape.

• Monitor impact, measure KPIs, and report on improvements to leadership and key stakeholders.