Ops & Program Manager
Product Support Playbook
Built a scalable playbook that aligned teams, clarified ownership, and streamlined product support launches across 77+ launches and 62 issue themes.
Context
Product launches were disorganized — misaligned timelines, inconsistent documentation across teams, and no shared definition of "ready." At a scope of roughly 107K contacts a month, that inconsistency was expensive.
Approach
Built a repeatable playbook defining milestones, deliverables, and owner responsibilities for every launch.
Standardized documentation so support, product, and ops teams worked from the same source of truth.
Applied knowledge-management best practices to keep the playbook usable, not shelfware.
Streamlined communication flows to cut the back-and-forth that used to stall readiness sign-off.
Rolled the framework out across 77+ launches spanning 62 distinct issue themes.
Outcome
Launches covered
Issue themes scoped
Contacts/month scope
Predictable, efficient launches replaced ad hoc scrambles — clear team alignment, fewer errors, and a repeatable path to readiness that outlasted any single launch.
Reflection
A framework only counts if it survives contact with the next launch. This one did — 77+ times over.