Senior Product Manager, Internal Operations Squad (IOPS)

About the company

Playlist is the parent company of Mindbody, Booker, and ClassPass that provides a fitness and wellness technology platform combining booking, software, and marketplace services.

About this role

<div class="content-intro"><p>At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.</p> <p>ClassPass offers thousands of fitness and wellness experiences worldwide, helping people lead active, balanced lifestyles. Our platform makes discovering and enjoying activities simple, personalized, and joyful—whether it's fitness classes, self-care sessions, a healthy lunch, or a new adventure. Join us in shaping healthier, more vibrant communities around the globe.</p></div><h3><strong>About the right team member</strong></h3> <p>We’re looking for a strategic and execution-oriented Senior Product Manager to lead product strategy for ClassPass’s Internal Ops squad — the team responsible for improving, reducing operational cost, and modernizing internal platforms through automation, AI-enabled workflows, and resilient internal tooling.</p> <h3><strong>This role is a good fit if you…</strong></h3> <ul> <li>You are a seasoned product manager with a track record of shipping internal, operational, or platform products that materially improve business-team efficiency.</li> <li>You are comfortable turning ambiguous operational pain points into clear product bets, measurable success metrics, and pragmatic roadmaps.</li> <li>You have experience working with complex internal systems, workflows, or tooling used by teams such as CX, Sales, Partnerships, Finance, Operations, or Engineering.</li> <li>You are excited by automation and AI-enabled workflows, and can identify when to automate, when to improve tooling, and when to simplify a process.</li> <li>You are technically and analytically strong: you can partner deeply with engineering, understand system constraints, query or interpret data, and make tradeoffs across speed, scalability, reliability, and user impact.</li> <li>You have strong product judgment grounded in user research, workflow observation, data analysis, and measurable operational outcomes.</li> <li>You are a strong communicator and cross-functional partner who can align frontline users, operations leaders, engineering, design, data, and executive stakeholders.</li> <li>You are comfortable owning products where success may be measured in OpEx savings, handle-time reduction, automation rate, internal adoption, system reliability, or reduced engineering toil.</li> <li>You have at least 4 years of product management experience, ideally including internal tools, enterprise SaaS, operations platforms, automation, AI products, or developer/internal productivity products.</li> </ul> <h3><strong>Key Responsibilities</strong></h3> <ul> <li>Own product strategy and roadmap for Internal Ops, with a focus on improving productivity, reducing manual work, and increasing the reliability of internal tools used across ClassPass.</li> <li>Lead discovery and delivery for automation-heavy initiatives, including AI-enabled workflows, HAPI scheduling/reservation automation, new class pricing automation, CX chatbot improvements, and other high-impact operational efficiency opportunities.</li> <li>Partner with CX, Sales, Partnerships, Finance, Product Operations, Engineering, Design, Data, and other internal teams to identify workflow bottlenecks and translate them into scalable product solutions.</li> <li>Own significant business objectives and OKRs, including defining success metrics such as OpEx reduction, handle-time reduction, booking conversion lift, margin improvement, app-review impact, and engineering toil reduction.</li> <li>Balance strategic automation bets with core internal-tooling improvements, including Admin modernization, subscription-history clarity, reservation-management improvements, integration support, GDPR/data privacy workflows, and test-data generation.</li> <li>Translate user research, operational feedback, support data, analytics, and technical constraints into a prioritized roadmap and clear product requirements.</li> <li>Manage complex cross-functional rollouts, including QA coordination, change management, training, stakeholder communications, launch measurement, and post-launch iteration.</li> <li>Work closely with engineering to make tradeoffs across user impact, system reliability, tech debt, frontend quality, migration needs, and long-term maintainability.</li> <li>Build strong feedback loops with internal users to ensure shipped solutions are adopted, measurable, and reducing real operational pain.</li> </ul> <h3><strong>What you’ll work on</strong></h3> <ul> <li>Automating operational workflows using agentic AI.</li> <li>Improving CX and support workflows through chatbot enhancements, recommended bookings, and better internal visibility.</li> <li>Modernizing Admin tooling and reducing dependency on legacy internal systems.</li> <li>Building clearer, more actionable internal experiences for teams managing subscriptions, reservations, venues, integrations, and customer/account operations.</li> </ul> <h3><strong>What success looks like</strong></h3> <ul> <li>Identify the highest-leverage operational problems and turn them into focused product bets.</li> <li>Ship products that measurably reduce manual work, handle time, operational cost, and engineering interruptions.</li> <li>Improve reliability and usability of critical internal tools.</li> <li>Help ClassPass scale internal operations without scaling headcount linearly.</li> <li>Build trusted relationships with business teams while maintaining strong product and technical rigor.</li> <li>Create clear roadmaps that balance automation, user experience, tech health, compliance, and business impact.</li>