Product Operations Coordinator

About us 🐦‍⬛

At Bethink Labs, we believe the most important products of the next decade haven't been built yet, but we sure are working on it. We're a product innovation firm working at the forefront of AI-enabled experiences. We launch new products to market through our innovation studio and partner with leading brands ready to move past the hype and ship real, scalable AI into the hands of their customers. We work across automotive, healthcare, fitness, sports, media, and games. Not because we can't pick a lane, but because the problems worth solving never do. 

We don't hire just for talent, we hire for passion. We're a crew of engineers, designers, and product leaders who pour themselves into everything they touch, whether that's a product launch or a hobby they picked up two weeks ago that they're already weirdly good at. 

Headquartered in California with an office in Toronto and teammates across North America, you'll work on AI-driven client engagements and internal innovations alongside people who care deeply about craft, move fast without cutting corners, and will absolutely drop a Star Wars prequel quote on you in a Slack thread when you least expect it. We're shaping how intelligent systems show up in everyday life, and we're looking for people who want in. Pull up a chair and help us build products that matter.

About the role

We're looking for a Product Operations Coordinator to be the first line of response for production issues and operational coordination. You'll handle critical intake, triage, and coordination work that keeps our operations running smoothly. This role is essential to the operational efficiency of our engineering and QA teams by managing incoming issues, coordinating responses, and ensuring nothing falls through the cracks.

You’ll be hands-on technically, digging into logs, tracing issues, and understanding what is actually happening at a technical level. You’ll move between technical investigation and high-level stakeholder communication, depending on the various situations you’ll encounter. You’re someone who thrives on problem-solving, stays calm under pressure, and takes ownership of the issues in front of you.

What you'll do:

• Be the first responder to incoming production issues, performing incident intake, triage, and severity assessment
• Ensure incidents are routed to the appropriate escalation level (L1, L2, L3) based on severity and impact
• Coordinate with technical teams during incident response, gathering updates and communicating status to stakeholders
• Maintain operational records: document incidents, track issue status, and maintain accurate records in our incident tracking systems
• Support incident communication, keeping stakeholders informed during critical issues and escalating communication needs to leadership as required
• Support the implementation and execution of our operational playbooks and processes
• Flag recurring issues or process gaps that could be improved
• Participate in on-call rotations to support critical non-business-hour incidents 
• Collaborate with Engineering, QA, and Product to understand technical systems and improve operational efficiency

What you bring to the team:

• 2+ years of operational support, incident response coordination, or technical customer support experience
• Demonstrated ability to stay calm and focused during critical situations
• Strong organizational skills with meticulous attention to detail
• Ability to understand technical concepts quickly and ask clarifying questions
• Proactive problem-solver who doesn't wait for direction
• Experience working with monitoring and observability tools (Dynatrace, Datadog, CloudWatch, or similar)
• Experience with Crashlytics (or similar crash reporting tools)
• Familiarity with basic AWS infrastructure concepts
• Understanding of CI/CD pipelines and deployment processes
• Basic familiarity with REST APIs and GraphQL concepts
• Familiarity with iOS and Android platforms and their operational characteristics (including React Native compiled mobile apps)
• Familiarity with technologies such as React, Node.js, TypeScript and JavaScript
• Excellent written and verbal communication skills

In Short…
We're looking for people who take ownership, move fast without cutting corners, and are genuinely curious about solving hard problems. We're nimble, we're bold, and we're building products that matter. If that sounds like your kind of place, let's talk.

Pay

$80,000 - $95,000 CAD. This represents base salary only and does not include other variable compensation components of our total compensation (i.e., annual bonus, commission, etc.). Final compensation will be set fairly and thoughtfully based on experience, expertise, and alignment with the role's responsibilities.

Vacancy Status
This posting is for an existing vacancy

Use of AI in Hiring
We may use artificial intelligence (AI) tools to support parts of the hiring process. These tools assist our recruitment team and streamline our process, but do not replace human judgment. All interviews, evaluations, and hiring decisions are made by the team at Bethink Labs.

Accessibility
We want to make sure everyone can put their best foot forward. If you need any accommodations during the application or interview process, just let us know at [email protected].

Diversity & Inclusion
Our team includes lucid dreamers, aspiring carpenters, musicians, and engineers from all over the world, and we like it that way. Different perspectives make us better at solving problems and building products people actually want to use. We're actively working to build a team where everyone feels like they can show up as themselves, wherever and whoever you are.

Equal Opportunity
Bethink Labs is an equal opportunity employer. We evaluate candidates based on their skills, creativity, and potential to do great work - not their race, colour, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or anything else that has nothing to do with the job.