Product Operations Manager (Post-Purchase & Documentation)

About Merge Screens🚗
At Merge Screens, we help truck owners upgrade their driving experience with Tesla‑style screens and advanced infotainment systems. Our products are highly technical, installed by real people in real driveways and shops. When installation goes well, customers love us. When it doesn’t, returns and support explode.
We’re looking for a Product Operations Manager who will own that gap.


Role Overview👷🏻‍♂️
Your north star: "You own post-purchase product success after launch. Your job is to turn every SKU into a low‑return, low‑support, high‑review product we can confidently market and scale."
This is not a “feature roadmap” PM role. It’s a hands‑on, post‑purchase, fix‑what’s‑broken role. You’ll live between our customers, our support team, and our manufacturers to make sure our products actually work in the real world and are safe to scale.
This is documentation-heavy. Expect 70–90% of your output to be installation + troubleshooting content and product-page truth alignment across SKUs.
You ensure alignment between product page claims → what’s in the box → manufacturer specs → install steps → troubleshooting flows.


Key Responsibilities💯
1) Fix & standardise documentation + product truth (execution-first | first 30 days)
- Add “What’s in the box” page to every installation guide
- Align product pages with shipped accessories (example: dashcam mismatch)
- Build a manufacturer truth table (amp support, harness differences, etc.)
- Fix key SKU instruction gaps (missing videos/steps)
- Standardize required product page assets (back-of-screen photos)
Output: shipped doc/page updates every week. No “research-only” weeks.

2) Run the post-purchase improvement loop (reduce support + returns)
- Use support tickets/calls + WhatsApp tech groups + return reasons to find patterns
- Write short root-cause summaries for problem SKUs (what’s happening + why)
- Convert recurring problems into documentation upgrades:
  -- troubleshooting flows, “do not do this” warnings, checklists, rescue guides
- Close the loop with manufacturers:
  -- escalate issues, request fixes/parts, track known issues until resolved
- Improve expectation-setting on product pages:
  -- limitations, fitment notes, difficulty/skill level, aligned claims
Output: fewer repeat issues because the answer is now in the docs and on the page.

3) Keep SKUs in a clear “status system” the company trusts
- Maintain a simple SKU status board:
  -- Green = safe, Yellow = monitor, Red = fix/pause
- Recommend actions for Red SKUs:
  -- pause ads, deactivate SKU, replace variant/manufacturer
- Support “field test before scaling” for risky SKUs (small batch → document friction → update → Green)
Output: clear decisions, fewer “silent bad SKUs,” and predictable scaling.


What We’re Looking For💪🏼
You’re a fit if you are:
- Outcome-obsessed owner: You take extreme ownership of post-purchase results for your SKUs (return rate, support volume, customer satisfaction).
- Analytical (80/20): You can turn support tickets, return reasons, and WhatsApp chats into clear patterns, priorities, and next actions.
- Strong problem solver: You can separate doc gaps vs product defects vs compatibility vs wrong expectations, and run a plan until it’s fixed.
- Documentation killer (with polish): You create clear, foolproof install guides, checklists, warnings, troubleshooting flows, and versioned updates — with clean formatting and consistent structure. You don’t need to be a designer, but you can brief/collaborate with one to produce high-quality docs.
- Customer-empathic communicator: You think like a DIY installer with low tech knowledge and write in simple, step-by-step language.
- Technically comfortable & assertive: Not an engineer, but confident with hardware basics (wiring, harnesses, connectors, firmware, vehicle basics). You can push suppliers for fixes and keep Customer Support + Marketing aligned on what’s true and safe to promise.
- Fast, organized, and decisive: You ship v1 improvements quickly, track SKU status (Green/Yellow/Red), keep work visible, and have the judgment to recommend pausing/discontinuing a product if it can’t be fixed properly.


Benefits🎯
40h/week full-time long-term position within Merge Screens
Base salary of USD 1.200/month
Performance bonus: 15% of additional profit saved from reduced returns and support load (baseline vs current) after base is covered. Paid quarterly, capped at $200/month
15 paid vacation days per year
Remote-friendly. We agree on a fixed overlap window with the team.
Direct access to founders and fast decision‑making (no corporate BS)
Opportunity to own a mission‑critical function and see your work directly impact revenue, customer happiness, and brand reputation

If you’re the kind of person who can’t stand seeing customers struggle, loves fixing real‑world product issues, and wants full ownership of the outcome, we’d love to hear from you.