The Product Operations Manager is responsible for driving day-to-day execution and operational excellence across Coinstar’s GPR and Cash-In products. This role ensures that product operations run smoothly by managing issue resolution, supporting escalations, maintaining performance visibility, and coordinating across internal teams.
This is a highly execution-focused role that works closely with Product, Engineering, Operations, Customer Support, and external partners to ensure products are functioning effectively and issues are resolved quickly. The role is critical to maintaining product performance, improving operational processes, and supporting ongoing product growth.
Key Responsibilities
Operational Issue & Bug Management
- Own intake, tracking, and prioritization of product issues across GPR and Cash-In
- Partner with Product, Engineering, and Support teams to drive timely resolution of defects and operational issues
- Maintain clear visibility into issue status, trends, and recurring root causes
- Identify opportunities to improve issue management processes and reduce repeat issues
Product Analytics & Reporting
- Develop and maintain regular reporting on product performance and operational health
- Track key metrics such as loads, active users, transaction success/failure rates, and funding behavior
- Identify trends, risks, and performance gaps; escalate insights to Product and CX leadership
Escalation Management
- Serve as the primary point of contact for product-related operational escalations across the organization
- Partner with the Product Manager, as appropriate, on escalations requiring product decisions, prioritization, or trade-offs
- Triage issues, assess severity, and coordinate cross-functional response across Product, Engineering, Support, and Operations
- Ensure timely communication, resolution, and closure of escalated issues
- Help establish and maintain clear escalation processes and severity frameworks Kiosk / Hardware Support Coordination
- Partner with Field Operations, Engineering, and vendors to support kiosk and hardware-related issues impacting product performance
- Support readiness and operational validation for new features deployed to kiosk environments
Operational Process Improvement
- Develop and maintain repeatable, scalable operational processes for issue tracking, reporting, and escalation management
- Improve cross-functional workflows to increase speed and efficiency of execution
- Reduce operational friction across teams and improve overall product reliability
Education & Experience
- 3+ years’ relevant experience in Product Operations, Implementation Management, or similar execution-focused role
- Experience in fintech, payments, digital banking, or similar field is strongly preferred.
- Experience working cross-functionally with Product, Engineering, Operations, and Support teams
- Experience working in Agle, sprint-based development environments and collaborating with technical teams
- Experience with reporting, data analysis, and visualization tools (e.g., Tableau, Excel, Power BI, or similar)
Knowledge, Skills & Abilities
- Strong execution mindset with ability to drive work to completion in complex, fast-paced environments
- Excellent organizational skills and attention to detail; ability to manage multiple priorities simultaneously
- Ability to triage issues, assess urgency, and make sound operational decisions
- Strong analytical skills with ability to translate data into actionable insights
- Ability to influence and coordinate across teams without direct authority
- Comfortable working with technical concepts and cross-functional stakeholders
- Strong communication skills, both written and verbal
- Proactive problem solver with a focus on continuous improvement
- Ability to operate effectively with ambiguity and evolving priorities
- Familiarity with payments ecosystems (cards, ACH, digital wallets) is preferred
- Knowledge of transaction flows and differences across platforms (e.g., Apple Pay vs. traditional card transactions) is preferred
Location & Travel Expectations
- Our corporate headquarters is in Bellevue, WA (Seattle area) but remote/work from home arrangements are welcome as many peer team members are remote today.
- This position requires minimal business travel.
Pay and Benefits
The typical starting salary range for this position is between $103,980 -$129,975 per year. Coinstar utilizes geographically based pay ranges, within the United States, which allows us to pay competitively and consistently based on location. Within the range for the applicable geographic area, individual pay is determined by several factors, including job-related skills, experience, and relevant education or training. Your recruiter can share the salary range specific to your location. Employees in this position have the potential to increase their base salary up to $155,970 per year, which is the max end of the range, based on ongoing demonstrated and continuous performance in the role. Short-Term incentives are a part of the total compensation package and are based on Company and Individual performance.
We believe that continued good health, financial security, and work-life balance are important. Coinstar is proud to offer a complete, progressive benefits package including:
- Health & Wellness Coverage – Three outstanding medical plans to choose from, along with dental and vision insurance, Short- and Long-Term Disability Insurance, and Life Insurance.
- Retirement Savings – Traditional and Roth 401(k) plans with a company-match that immediately vests.
- Paid Time-Off – PTO accruals begin at 18 days per year, plus 10 company holidays and 2 floating holidays annually. Additionally, we offer paid parental and adoption leave.
- Other Perks and Benefits – A generous Corporate Matched Giving plan and an Employee Assistance Program.
- Work Environment – We offer a casual and flexible work environment with work from home options.
EEO
We are Coinstar because of our people. We value and embrace their unique and diverse talents, perspectives and experiences and strive to build an environment where everyone can bring their best self to work. We are an Equal Opportunity Employer. Coinstar will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact our Human Resources team via [email protected]. We believe that diversity and inclusion make us a better, more innovative, and successful company, and we seek to recruit and retain a diverse talent pool. Even if you do not meet every qualification, we encourage you to apply.
Physical Requirements
Sedentary work involves remaining in a stationary position most of the time in front of a computer, using a keyboard, mouse and telephone. Regularly operate a computer and other office equipment. Occasionally move about the work site to access file cabinets, office equipment, etc. Exert up to 10 lbs. of force occasionally, and/or a negligible amount of force frequently or regularly move objects. Communicate and exchange information with co-workers and other individuals in person and electronically.
This job description is not intended