Product Thinking Episode 217: Behind the Scenes of Pendo’s Product Operations Evolution with Jessica Soroky
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Apr 2, 2025 Jessica Soroky, Senior Director of Product Operations at Pendo, discusses the evolution of product operations in tech. She shares insights on transforming Scrum Masters into holistic Program Managers, enhancing cross-department collaboration. The conversation shifts to leveraging AI to alleviate data burdens, allowing product managers to focus on strategic decisions. Jessica emphasizes the need for proactive engagement and the importance of aligning data insights with customer needs to drive innovation and optimize product launches.
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Scrum Master to Program Manager Transition
- Pendo transitioned Scrum Masters to program managers, expanding their scope from Scrum ceremonies to the entire product lifecycle.
- This shift broadened their stakeholder interactions to include marketing, customer success, and other departments.
Impact of Program Managers
- Implementing program managers improved cross-functional communication and reduced surprises during product launches.
- This led to better customer support and increased agility due to consistent processes.
Product Operations Focus
- Product operations teams should focus on data, process optimization, tooling, and administrative tasks.
- Given Pendo's role, their product ops team also focuses on thought leadership and helping others.