Product Operations Specialist

Product Operations Specialist

About Empire & Co. / Overview

Empire & Co. is the largest commercial furniture dealer in the world, with over 80 years of experience and more than 565 full-time employees nationwide. As the leading Steelcase dealer in the United States, we support a network of over 500 manufacturers. We partner with top architects, designers, brokers, craftsmen, and manufacturers to deliver innovative, cost-effective workplace solutions that solve business challenges and activate brands.

Empire & Co. is seeking a Product Operations Specialist to join our growing Strategy & Digital Product team, based out of our New York City office with a hybrid work arrangement. This newly created role is ideal for someone who is highly organized, process-minded, and interested in furniture, interior design, and digital technology.

In this role, you will support the day-to-day operations of Empire & Co.'s digital product portfolio, including Empire Shop, Status Report, and Warehouse Tool. You will be responsible for managing product administration, user access, client onboarding, quality assurance, documentation, and ongoing operational support to ensure our digital platforms run smoothly and efficiently.

You will work closely with the Product Manager, IT and development partners, internal teams, clients, and third-party warehouse partners to support product launches, troubleshoot issues, improve processes, and encourage product adoption. This role will play an important part in maintaining the operational foundation of our digital products while helping streamline workflows and create efficiencies across the organization.

Key Responsibilities

Product Operations & Administration

• Manage user setup, permissions, client onboarding, and day-to-day product administration.
• Maintain product and catalog data, merchandising updates, and recurring operational needs within Empire Shop.
• Maintain and merchandise demo sites to support sales presentations and product demonstrations.
• Ensure product information, user access, and platform details remain accurate and up to date.

User Support & Product Maintenance

• Respond to and triage user questions, technical issues, and product bugs, coordinating resolutions with the Product Manager and IT/development partners.
• Support internal teams, clients, and third-party warehouse partners with product-related questions and troubleshooting.
• Track recurring issues and identify opportunities to improve workflows, automate tasks, and enhance the overall user experience.

Quality Assurance & Documentation

• Perform QA and regression testing for product releases, updates, and enhancements to ensure functionality is working as expected.
• Document testing results, identify issues, and communicate findings to the appropriate teams.
• Maintain help content, training materials, release notes, and internal process documentation to support consistent product use.

Product Launches & Process Improvement

• Support product launches, training, and adoption across internal teams, clients, and third-party warehouse partners.
• Help coordinate product rollouts and communicate updates, changes, and new features to relevant stakeholders.
• Identify opportunities to streamline recurring tasks and improve the efficiency of product operations.
• Work closely with the Product Manager to support ongoing product needs and free up capacity for roadmap planning, discovery, and feature development.

What Success Looks Like

• Day-to-day product requests and user issues are handled efficiently and consistently.
• Product releases are thoroughly tested, with results and updates clearly documented.
• Product data, catalog information, and user access remain accurate and current.
• Existing processes are streamlined to support more efficient product development, training, and rollout.
• Internal teams, clients, and warehouse partners have the resources and support needed to successfully use our digital products.
• The Product Manager has more capacity to focus on strategic priorities, roadmap development, discovery, and new features.

Skills & Qualifications

• 1-3 years of experience in e-commerce operations, product operations, project coordination, or a related role.
• Salary: $75,000 - $85,000, based on experience
• Highly organized with strong attention to detail and demonstrated follow-through.
• Comfortable working across multiple systems, spreadsheets, and digital tools, with the ability to learn new platforms quickly.
• Strong written communication and a service-oriented approach when supporting internal and external users.
• Strong problem-solving skills with the ability to troubleshoot issues, identify patterns, and coordinate solutions.
• Curious and process-minded, with an interest in finding more efficient ways to manage recurring tasks and improve workflows.
• Experience using AI tools, with good judgment and discernment around when and how to leverage them to improve efficiency.
• Ability to manage multiple priorities, stay organized, and meet deadlines in a fast-paced environment.
• Comfortable working independently while collaborating with cross-functional teams.
• Interest in commercial furniture, interior design, e-commerce, or digital products is a plus.