Open Position: Product Operations Analyst

About Wilmac Technologies

Wilmac Technologies delivers AI-powered customer interaction and workforce optimization solutions that put people first.

Serving communications centers across public safety and highly regulated industries, Wilmac helps organizations simplify data retention compliance, optimize their workforce, and create seamless customer experiences.

Powered by in-house product development, strategic partnerships, and a solution-focused team, Wilmac provides a tailored SaaS model and hands-on expertise through its suite of products and services enhanced by AI and intelligent automation.

With a commitment to solving complex challenges through innovation, Wilmac enables customers to take control of their technology, modernizing operations, strengthening compliance, and maximizing the value of their technology.

Product Operations Analyst Role Overview

This is a high-impact individual contributor role for someone who is exceptionally organized, detail-oriented, and energized by bringing structure to complex products.

You will work directly with our product and engineering teams to document how Wilmac Continuity Replay works, build the processes that make it scalable, and capture critical knowledge that currently lives in people’s heads; turning it into structured, usable documentation the entire company can rely on.

In addition, you will help us evolve how documentation is created and maintained by introducing AI-driven workflows and tools. The goal is not just to document the product, but to build a documentation engine that continuously captures, organizes, and updates knowledge as the product evolves.

If you have spent time working alongside a product manager at a mid-to-large company and found yourself doing much of the documentation, process mapping, and knowledge capture work, and you are ready to own that function completely, this role was written for you.

What You’ll Do

Wilmac Continuity Replay Process Development

• Document product features, workflows, and technical processes for Wilmac Continuity Replay end-to-end
• Build and maintain a comprehensive product knowledge base: how the product works, how it is implemented, how it is supported
• Map and formalize customer onboarding, migration, and implementation processes
• Capture institutional knowledge from engineering, sales, and customer success teams and turn it into structured documentation

AI Knowledgebase

• Introduce and leverage AI tools to accelerate documentation creation, including generating first drafts, summarizing technical discussions, and standardizing outputs
• Design and implement a scalable documentation process where knowledge is continuously captured and updated, rather than manually recreated
• Help create a “living” knowledge base that can be queried and used across the company by product, sales, and customer teams

Documentation Support

• Maintain release notes, product change logs, and internal training materials
• Work closely with engineering to document APIs, integrations, and technical specifications
• Support the sales team with accurate, up-to-date product documentation and RFP responses
• Identify gaps in existing processes and build frameworks to close them
• Own the internal Confluence/wiki presence for Wilmac Continuity Replay

What You’ll Bring

• 2–4 years of experience working in or closely alongside a product team at a mid-to-large company
• Exceptional writing and documentation skills — you can take a complex technical concept and make it clear
• Experience with tools like Confluence, Jira, Notion, or similar
• Strong process orientation — you see chaos and immediately start building structure
• Comfort working directly with engineers and extracting technical knowledge
• Curiosity about how software products actually work under the hood
• Interest in using AI tools to improve how work gets done, particularly in documentation, knowledge management, and workflow automation
• Ability to think beyond static documentation and build systems that scale
• Ability to manage multiple documentation projects simultaneously without dropping anything
• Experience in SaaS, compliance technology, or financial services is a plus but not required

What You Won’t Do

• Set product strategy or own the roadmap – that is not this role
• Manage people or lead a team
• Be siloed – you will work across every function in the company

Why This Role is Different

At a big company you would be one of ten people doing similar work and nobody would notice. At Wilmac you will own this function completely.

The documentation and processes you build will be used by every team in the company and will directly impact how we scale. You will have visibility with leadership from day one and real ownership of something that matters.

We are not looking for someone who wants to eventually become a product manager and sees this as a stepping stone. We want someone who genuinely loves documentation, process, and structure — and is ready to be the best in the company at it.

How to Apply

Submit your resume along with a writing sample — a process document, product spec, knowledge base article, or anything you have written professionally — to [email protected].

Writing quality is the primary screening criteria for this role, candidates who do not include a writing sample will not be considered.