User Operations Lead
26 Minutes ago • 3 Years +
Operations
Job Description
We are seeking our first User Operations Lead to help Shortcut's growing community of spreadsheet power users maximize their experience. This role involves mapping user journeys, developing onboarding flows and product documentation, and partnering with product and growth to enhance user engagement and feature adoption. The lead will analyze usage data, create internal systems and dashboards to monitor key health metrics, and serve as a crucial link between support, product, and engineering to ensure user feedback drives product decisions. The goal is to build scalable playbooks for both enterprise and self-serve users.
Good To Have:
- Experience with tools like PostHog, Amplitude, or Mixpanel
- Background in finance, data analysis, or spreadsheet-heavy work (FP&A, consulting, banking, etc.)
- Prior experience at a PLG or AI product startup
Must Have:
- 3+ years of experience in product operations, user success, or analytical generalist roles at a fast-moving startup
- Strong systems thinker who loves optimizing processes and building scalable infrastructure from scratch
- Data-driven and comfortable digging into dashboards, writing SQL or working with product analytics tools
- Exceptional communicator who can translate qualitative feedback and quantitative data into clear recommendations
- Bias toward action and iteration: you prefer testing and learning quickly over perfect planning
- Deep empathy for users and curiosity about how people get work done in spreadsheets or analytical tools
Perks:
- Small, elite team of ex-founders, researchers, and engineers
- True ownership, shipping meaningful work within weeks
- Serious momentum, well-funded by top investors
- Generous salary
- Additional benefits to be discussed during the hiring process
About the Role
We’re looking for our first User Operations Lead to help our growing community of spreadsheet power users get the most out of Shortcut.
In just a few months, Shortcut has grown to thousands of paying users, from solo analysts to enterprise finance teams, all using AI to transform how they work in spreadsheets.
This role will operate at the intersection of users, product, and data -- building the infrastructure that helps us understand what’s working, what’s not, and where to go next.
What you'll do
- Map user journeys from onboarding → activation → retention, identifying friction points and opportunities to improve experience
- Develop and refine onboarding flows, help resources, and product documentation to accelerate time-to-value
- Partner with product and growth to run experiments that improve user engagement and feature adoption
- Analyze usage data (PostHog, Stripe, etc.) to surface insights on behavior, churn risks, and power users
- Create lightweight internal systems and dashboards to monitor key health metrics across the user base
- Act as the connective tissue between support, product, and engineering, ensuring user feedback turns into product decisions
- Build scalable playbooks for enterprise and self-serve users alike
Qualifications
- 3+ years of experience in product operations, user success, or analytical generalist roles at a fast-moving startup
- Strong systems thinker who loves optimizing processes and building scalable infrastructure from scratch
- Data-driven and comfortable digging into dashboards, writing SQL or working with product analytics tools
- Exceptional communicator who can translate qualitative feedback and quantitative data into clear recommendations
- Bias toward action and iteration: you prefer testing and learning quickly over perfect planning
- Deep empathy for users and curiosity about how people get work done in spreadsheets or analytical tools
Bonus
- Experience with tools like PostHog, Amplitude, or Mixpanel
- Background in finance, data analysis, or spreadsheet-heavy work (FP&A, consulting, banking, etc.)
- Prior experience at a PLG or AI product startup
What makes us interesting
- Small, elite team of ex-founders, researchers from top AI Labs, top CS grads, and engineers from top companies
- True ownership You will not be blocked by bureaucracy, shipping meaningful work within weeks rather than months
- Serious momentum We're well-funded by top investors, moving fast, and focused on execution
What we do
- Ship consumer products powered by cutting-edge AI research, and
- Build infrastructure that facilitates research and product, and
- Innovate cutting-edge research that will open up new consumer product forms
The Details
- Full-time, onsite role in Menlo Park
- Startup hours apply
- Generous salary, with additional benefits to be discussed during the hiring process
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