Product Operations Executive
Product Operations Executive
Location: Edinburgh HQ / Remote
Employment-type: Full Time
Department: Product
Reports to: Product Manager
About Appointedd
Appointedd powers high-value customer moments for premium retail brands. Our platform supports complex booking, scheduling and in-store service journeys — and when it works well, it drives real revenue impact.
As we grow, we’re enhancing our product team to ensure our customers are well supported. The Product Operations Exec plays a key role in making sure customers get fast, accurate help and that product usage runs smoothly day-to-day.
About the role
This is a hands-on, operational support role within the Product team.
You will act as the first line of product support for our enterprise customers, helping resolve queries quickly, delivering guidance and training, and ensuring issues are triaged correctly.
You will report directly to the Product Manager and work closely with:
- Our Product Manager (for product insight and escalation)
- Our Support Engineer (for technical issue resolution)
- Our offshore Support team (to scale and manage ticket flow)
- Client Success Managers (to support operational queries so they can focus on commercial opportunities within our accounts)
You are the operational bridge between customers and product.
Core Responsibilities
1. First-line product support (primary focus)
- Act as the first point of contact for operational product tickets.
- Answer day-to-day product questions clearly and confidently.
- Provide live training to drive effective product adoption.
- Triage issues appropriately — resolving directly where possible.
- Escalate technical bugs to the Support Engineer and see them through to resolution.
- Proactively identify recurring themes and propose solutions to the Product Manager.
- Proactively identify areas for self-service and propose solutions to the Product Manager.
- Train the offshore Support team to ensure tickets are handled efficiently and consistently.
This role is fast-paced and customer facing. You will be juggling multiple tickets and priorities at once.
2. Product insight escalation
- Propose, discuss and support product solutions that maximise self-service.
- Identify recurring patterns in tickets and queries.
- Feed structured insights into the Product Manager.
- Distinguish between:
- user error
- training gaps
- process issues
- genuine product improvements
- user error
You are providing high-quality input that will help define roadmap priorities.
3. Centralised support for Client Success Managers
- Serve as the operational support for CSMs on product-related queries.
- Identify ways the product can educate and empower CSMs so they can focus on commercial conversations.
- Support preparation for client meetings when product insight is needed.
- Ensure operational friction doesn’t slow down account momentum.
You enable others to succeed.
3. Adoption and practical enablement
- Help customers use the product correctly and confidently - especially driving adoption of our exciting new Enterprise Management Console (EMC), which is revolutionising how our clients use our software.
- Reinforce new feature releases through practical support.
- Spot when customers are under-utilising features and provide guidance.
- Ensure customers understand how to get value from what we’ve built.
About you
We are looking for someone who is:
- Exceptionally organised
- Comfortable juggling multiple tasks simultaneously
- Calm under pressure
- Confident speaking to clients
- Quick to understand technical workflows
- Hard-working and proactive
- Detail-obsessed
- Comfortable learning fast
Growth path
This is an entry-level role designed to give exposure to:
- Product Management
- Engineering collaboration
- Customer Operations
- Commercial teams
High performers in this role could progress into:
- Product Management
- Product Operations
- Technical Sales
- Technical Support
Why this role matters
Without strong operational product support, feature releases don’t translate into value.
This role ensures:
- Customers get fast, clear answers
- Our CSM team can focus on commercial growth
- Product receives structured, high-quality insight that determines how our product evolves
- Support scales effectively
We’re really excited to welcome on board this key role into our scaling business. We can’t wait to hear from you!