Interview Guide for

Product Operations Manager

This comprehensive interview guide for a Product Operations Manager role equips hiring teams with a strategic framework for evaluating candidates consistently and effectively. Designed to identify candidates with strong analytical, communication, and product life cycle management skills, this guide helps you select professionals who can streamline operations and drive product success.

How to Use This Guide

This interview guide serves as your roadmap to conducting effective, consistent interviews for your Product Operations Manager role. To maximize its value:

Customize the questions and evaluation criteria to align with your company's specific products, processes, and team dynamics
Share with all interviewers to ensure consistency across candidate evaluations
Focus on gathering detailed examples from candidates' past experiences rather than hypothetical answers
Use the follow-up questions to dig deeper into candidates' responses and understand their thinking processes
Have each interviewer complete their scorecard independently before discussing candidates to prevent bias

For more insights on conducting effective interviews, check out our article on how to conduct a job interview and our guide on using interview scorecards.

Job Description

Product Operations Manager

About [Company]

[Company] is a leading [industry] company dedicated to delivering innovative solutions that transform how businesses operate. Our mission is to empower organizations through technology that simplifies complexity and drives meaningful results.

The Role

The Product Operations Manager will be a critical bridge between our product, engineering, marketing, and customer-facing teams. This role will lead cross-functional coordination, streamline product development processes, and ensure data-driven decision-making across the product lifecycle. You'll help our teams work more efficiently to deliver exceptional products to our customers.

Key Responsibilities

Develop and implement product operations processes, tools, and frameworks to drive efficiency and effectiveness
Analyze product metrics and user data to identify insights and recommend improvements
Coordinate product launches and feature releases, ensuring cross-functional alignment
Create and maintain product documentation, training materials, and enablement resources
Implement and optimize systems for tracking product performance, market trends, and competitive activity
Facilitate communication between product, engineering, marketing, and customer-facing teams
Identify operational bottlenecks and lead initiatives to address them
Support product strategy through data collection, analysis, and reporting

What We're Looking For

3-5 years of experience in product operations, product management, or similar role
Strong analytical skills with the ability to translate data into actionable insights
Excellent communication and cross-functional collaboration abilities
Experience with product lifecycle management and go-to-market processes
Proficiency with product analytics, project management, and collaboration tools
Exceptional organizational and problem-solving skills
Experience working with SaaS products preferred
Bachelor's degree in business, computer science, or related field (or equivalent experience)

Why Join [Company]

At [Company], we're building solutions that matter in a collaborative, innovative environment where your contributions have real impact. We offer a culture focused on growth, learning, and work-life balance.

Competitive compensation package ranging from [$Salary Range]
Comprehensive health, dental, and vision insurance
Flexible PTO policy and work arrangements
401(k) matching and equity options
Professional development budget and growth opportunities
Collaborative and supportive team environment

Hiring Process

We've designed our interview process to be thorough yet efficient, giving you a chance to showcase your skills while also learning about our team and culture:

Initial Phone Screen: A 30-minute conversation with our recruiter to discuss your background and interest in the role.
Hiring Manager Interview: A 45-minute discussion with the manager you'd be reporting to, focusing on your experience and approach to product operations.
Work Sample Exercise: You'll complete a practical exercise demonstrating your ability to analyze a product operations scenario and propose solutions.
Competency Interviews: Two separate interviews with team members and stakeholders focusing on your analytical, problem-solving, and cross-functional collaboration skills.
Final Interview: A conversation with a senior leader in the organization to discuss your career goals and alignment with our company vision.

Ideal Candidate Profile (Internal)

Role Overview

The Product Operations Manager serves as the operational backbone of our product organization, ensuring efficient processes, data-driven decision making, and seamless cross-functional collaboration. This individual will implement systems and practices that enable our product teams to work more effectively while providing the analytics and insights needed to drive product success. The ideal candidate combines strong analytical abilities with exceptional communication skills and process orientation.

Essential Behavioral Competencies

Analytical Thinking: Systematically breaks down complex problems into components, identifies patterns in data, and draws logical conclusions to inform product decisions and operational improvements.

Cross-Functional Collaboration: Builds effective working relationships across multiple departments, facilitates productive communication, and aligns diverse stakeholders around common product goals and processes.

Process Improvement: Identifies inefficiencies, designs and implements solutions, and continuously refines operational processes to enhance productivity and product development effectiveness.

Communication Skills: Clearly articulates complex information both verbally and in writing, tailors communication to different audiences, and ensures product knowledge is effectively shared across the organization.

Problem-Solving: Approaches challenges with a solution-oriented mindset, demonstrates creativity and resourcefulness in addressing product operational issues, and proactively identifies and mitigates risks.

Desired Outcomes

Implement and optimize a product operations framework that measurably improves development efficiency by 20% within 6 months
Design and execute product launch processes that ensure consistent, high-quality releases with 95%+ stakeholder satisfaction
Establish data collection and analysis systems that deliver actionable product insights to inform quarterly roadmap planning
Develop cross-functional communication channels that reduce information silos and improve team alignment as measured by internal stakeholder surveys
Create scalable documentation and enablement resources that accelerate onboarding and knowledge sharing across the product organization

Ideal Candidate Traits

Experience in operationalizing product management in a fast-paced environment, ideally with 3-5 years in product operations or related roles
Demonstrated ability to influence without authority and navigate complex organizational dynamics
Data-driven mindset with experience implementing analytics frameworks and deriving actionable insights
Strong technical aptitude with the ability to understand product functionality and technical considerations
Exceptional attention to detail balanced with strategic thinking capabilities
Experience with project management methodologies and relevant tools (Jira, Asana, etc.)
Adaptability and comfort working in ambiguous situations with competing priorities
Self-starter who takes initiative to identify and solve problems independently
Experience with SaaS products and agile development environments preferred
Excellent facilitation skills for leading cross-functional meetings and workshops

Screening Interview

Directions for the Interviewer

This initial screening interview aims to assess the candidate's background in product operations, their understanding of the role, and their core competencies. Look for evidence of relevant experience, analytical ability, process improvement skills, and stakeholder management. This is also your opportunity to evaluate their communication style and cultural fit.

Best practices for this interview:

Begin by briefly introducing yourself and explaining the interview format
Ask follow-up questions to get specific examples rather than theoretical responses
Listen for concrete results and metrics that demonstrate impact
Pay attention to how the candidate describes working with others, especially cross-functional teams
Allow 10 minutes at the end for candidate questions
Take detailed notes on specific answers, not just general impressions

Directions to Share with Candidate

"During this conversation, I'll be asking about your background and experience in product operations. I'd like to understand your approach to the role, your relevant skills, and what interests you about this position. Please share specific examples from your past experiences. We'll have time at the end for you to ask questions about the role and [Company]."

Interview Questions

Tell me about your experience in product operations or similar roles. What were your main responsibilities and key accomplishments?

Areas to Cover

Previous roles and responsibilities related to product operations
Specific projects or initiatives they led and their outcomes
Types of products they supported and at what scale
Tools and methodologies they've used
How they measured success in their role

Possible Follow-up Questions

What metrics did you use to measure the effectiveness of your product operations?
How did you prioritize your work across multiple product lines or features?
What specific processes did you improve and what was the impact?
How did your team structure work in relation to product management and engineering?

How do you approach analyzing product data to derive meaningful insights for decision-making?

Areas to Cover

Experience with product analytics tools and methodologies
Process for identifying metrics that matter
Examples of turning data into actionable recommendations
Experience communicating data insights to different stakeholders
How they've influenced product decisions through data

Possible Follow-up Questions

Can you describe a specific instance where your data analysis changed the direction of a product decision?
What tools do you have experience with for product analytics?
How do you determine which metrics are most important to track?
How do you make data accessible and meaningful for non-technical stakeholders?

Describe a time when you identified and improved an inefficient process in product development or operations.

Areas to Cover

Their approach to identifying the process issue
Steps taken to design and implement improvements
Stakeholders involved and how they managed buy-in
Challenges encountered and how they overcame them
Measurable results achieved from the improvement

Possible Follow-up Questions

How did you measure the success of this process improvement?
What resistance did you face and how did you overcome it?
What tools or frameworks did you use to document or streamline the process?
How did you ensure the improved process was adopted across teams?

How do you facilitate effective communication and collaboration between product, engineering, marketing, and customer-facing teams?

Areas to Cover

Communication strategies they've implemented
Tools and processes used to enhance cross-functional collaboration
Examples of resolving miscommunication or conflict between teams
Approaches to building relationships across departments
Methods for ensuring alignment on product goals and timelines

Possible Follow-up Questions

Can you share a specific example of how you bridged a communication gap between teams?
What regular communication channels or meetings did you establish?
How did you handle situations where teams had competing priorities?
What documentation or knowledge sharing practices did you implement?

What interests you about this Product Operations Manager role at [Company]?

Areas to Cover

Understanding of [Company]'s products and industry
Alignment between their skills and the role requirements
Career goals and how this position fits into them
Specific aspects of the role that excite them
Values alignment with [Company]'s mission and culture

Possible Follow-up Questions

What research have you done about our products and market?
What aspects of your background make you especially well-suited for this role?
What skills are you looking to develop in this position?
What questions do you have about the role or the team you'd be joining?

How do you stay current with industry trends and best practices in product operations?

Areas to Cover

Professional development activities and resources they use
Industry organizations or communities they participate in
How they apply new learnings to their work
Examples of implementing a new methodology or approach
Thought leadership or contributions to the field

Possible Follow-up Questions

What recent trend or development in product operations do you find most interesting?
How have you implemented something new you learned in your previous role?
What resources would you recommend to someone looking to improve their product operations skills?
How do you validate which trends are worth adopting versus passing fads?

Interview Scorecard

Analytical Thinking

0: Not Enough Information Gathered to Evaluate
1: Shows limited ability to analyze data or translate insights into action
2: Demonstrates basic analytical skills but lacks depth in connecting data to business outcomes
3: Shows strong analytical capabilities with examples of using data to drive decisions
4: Exceptional analytical skills with proven track record of translating complex data into strategic insights

Cross-Functional Collaboration

0: Not Enough Information Gathered to Evaluate
1: Shows difficulty working across teams or managing diverse stakeholders
2: Can collaborate with other departments but struggles with conflicting priorities
3: Effectively builds relationships and manages communication across multiple teams
4: Exceptional at bringing diverse teams together, resolving conflicts, and driving alignment

Process Improvement

0: Not Enough Information Gathered to Evaluate
1: Limited examples of process improvements or ineffective implementation
2: Has implemented process improvements with moderate success
3: Strong track record of identifying inefficiencies and implementing effective solutions
4: Exceptional ability to transform operations with measurable, significant improvements

Communication Skills

0: Not Enough Information Gathered to Evaluate
1: Communication lacks clarity or struggles to adapt to different audiences
2: Communicates adequately but room for improvement in precision or effectiveness
3: Communicates clearly and effectively, adapting style to different stakeholders
4: Exceptional communicator who can explain complex concepts simply and influence through communication

Implement product operations framework (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Lacks experience designing operational frameworks
2: Likely to Partially Achieve Goal - Has some relevant experience but execution may be incomplete
3: Likely to Achieve Goal - Demonstrated ability to build effective operational systems
4: Likely to Exceed Goal - Exceptional track record of implementing transformative operations frameworks

Design and execute product launch processes (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Limited experience with product launches
2: Likely to Partially Achieve Goal - Has managed launches but with mixed results
3: Likely to Achieve Goal - Strong experience coordinating successful product launches
4: Likely to Exceed Goal - Exceptional launch management with proven stakeholder satisfaction

Establish data collection and analysis systems (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Minimal experience with product analytics systems
2: Likely to Partially Achieve Goal - Has worked with data systems but limited strategic application
3: Likely to Achieve Goal - Proven ability to implement effective data analysis frameworks
4: Likely to Exceed Goal - Exceptional at creating data systems that drive strategic decisions

Develop cross-functional communication channels (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Shows limited understanding of cross-functional dynamics
2: Likely to Partially Achieve Goal - Has implemented communication channels with mixed effectiveness
3: Likely to Achieve Goal - Demonstrated success creating effective team communication systems
4: Likely to Exceed Goal - Exceptional ability to transform organizational communication

Create scalable documentation and enablement resources (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Limited experience with documentation or enablement
2: Likely to Partially Achieve Goal - Has created resources but adoption or impact was limited
3: Likely to Achieve Goal - Strong history of creating effective documentation and resources
4: Likely to Exceed Goal - Exceptional talent for creating highly impactful enablement materials

Hiring Recommendation

1: Strong No Hire - Does not meet critical requirements for the role
2: No Hire - Meets some requirements but significant gaps exist
3: Hire - Meets all key requirements with solid experience and potential
4: Strong Hire - Exceptional candidate who exceeds requirements and shows high potential

Work Sample Exercise

Directions for the Interviewer

This work sample exercise assesses the candidate's practical skills in product operations, focusing on their ability to analyze product data, identify issues, recommend solutions, and communicate effectively. The exercise simulates real-world scenarios they would encounter in the role. This is a critical opportunity to evaluate how they approach problems, structure their thinking, and deliver actionable recommendations.

Before the interview, share the exercise details with the candidate, giving them at least 24 hours to prepare. Request that they prepare a brief presentation (10-15 minutes) of their findings and recommendations.

During the session:

Begin by explaining how the exercise will be evaluated
Allow the candidate to present their work uninterrupted (10-15 minutes)
Ask probing questions about their methodology, assumptions, and recommendations
Assess not just their conclusions but their thought process and communication style
Evaluate how they handle unexpected questions or challenges to their recommendations
Reserve time for the candidate to ask questions about the exercise or role

Directions to Share with Candidate

"For this exercise, you'll analyze a product operations scenario similar to what you might encounter in this role. We'll provide you with a data set and context for a fictitious product, and ask you to identify operational inefficiencies, analyze the data, and make recommendations.

Please prepare a 10-15 minute presentation of your findings and recommendations. After your presentation, we'll discuss your approach and ask follow-up questions. We're looking to understand your analytical process, problem-solving approach, and communication style rather than seeking a single 'correct' answer.

Here is the scenario:

[Company] has recently launched a new feature for our core product, but adoption has been lower than expected and the product team is receiving mixed feedback. You've been provided with the following:

A spreadsheet containing 3 months of product usage data for the new feature
Summary of customer support tickets related to the feature
Notes from the product team about the launch process
Current product development workflow diagram

Your task is to:

Analyze the data to identify operational issues that may be affecting feature adoption
Recommend 2-3 specific process improvements to address the issues
Outline how you would implement these changes, including stakeholders to involve
Suggest metrics to track to measure the success of your improvements

We'll send the materials shortly after confirming this interview. Please let us know if you have any questions about the exercise."

Interview Scorecard

Analytical Thinking

0: Not Enough Information Gathered to Evaluate
1: Superficial analysis without meaningful insights from the data
2: Basic analysis identifying some issues but missing important patterns or root causes
3: Thorough analysis with clear identification of key issues and evidence-based insights
4: Exceptional analysis demonstrating deep understanding of multiple data dimensions and subtle patterns

Problem-Solving

0: Not Enough Information Gathered to Evaluate
1: Recommendations lack practicality or don't address root causes
2: Provides workable solutions but limited in creativity or comprehensiveness
3: Develops thoughtful, practical solutions that effectively address the identified issues
4: Exceptional problem-solving with innovative yet practical approaches that consider multiple variables

Process Improvement

0: Not Enough Information Gathered to Evaluate
1: Proposed process changes are vague or unlikely to be effective
2: Provides reasonable process improvements but implementation plan lacks detail
3: Clearly defined process improvements with practical implementation strategies
4: Exceptional process design showing deep understanding of operational excellence principles

Communication Skills

0: Not Enough Information Gathered to Evaluate
1: Presentation is disorganized or difficult to follow
2: Presents ideas clearly but explanation of reasoning could be stronger
3: Well-structured presentation with clear explanations and logical flow
4: Exceptional communication with compelling narrative, clear visuals, and ability to adapt to questions

Implement product operations framework (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Approach to operations framework lacks structure or coherence
2: Likely to Partially Achieve Goal - Framework design shows promise but implementation plan is incomplete
3: Likely to Achieve Goal - Demonstrates ability to design and implement effective operational systems
4: Likely to Exceed Goal - Exceptional framework design with innovative yet practical implementation strategy

Design and execute product launch processes (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Limited understanding of launch coordination requirements
2: Likely to Partially Achieve Goal - Basic launch process recommendations with some gaps
3: Likely to Achieve Goal - Comprehensive launch process design with clear stakeholder management
4: Likely to Exceed Goal - Exceptional launch strategy with innovative approaches to ensuring success

Establish data collection and analysis systems (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Weak metrics definition or data collection strategies
2: Likely to Partially Achieve Goal - Adequate metrics but incomplete analysis framework
3: Likely to Achieve Goal - Well-designed metrics and analysis system that ties to business outcomes
4: Likely to Exceed Goal - Exceptional data framework that balances comprehensive tracking with actionability

Develop cross-functional communication channels (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Communication recommendations are superficial or impractical
2: Likely to Partially Achieve Goal - Good communication ideas but incomplete implementation plan
3: Likely to Achieve Goal - Effective communication system design with clear cross-functional alignment
4: Likely to Exceed Goal - Innovative communication strategy that would transform team collaboration

Create scalable documentation and enablement resources (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Limited attention to documentation needs in recommendations
2: Likely to Partially Achieve Goal - Basic documentation strategy but lacking in detail or scalability
3: Likely to Achieve Goal - Clear plan for creating effective, scalable documentation and resources
4: Likely to Exceed Goal - Exceptional knowledge management strategy that would significantly enhance team effectiveness

Hiring Recommendation

1: Strong No Hire - Approach to exercise reveals significant gaps in critical skills
2: No Hire - Some strengths but lacks important capabilities for success in the role
3: Hire - Strong performance demonstrating key skills needed for the position
4: Strong Hire - Exceptional performance with distinctive insights and approaches

Product Operations Competency Interview

Directions for the Interviewer

This interview focuses on evaluating the candidate's core competencies related to product operations, particularly their analytical thinking, process improvement skills, and cross-functional collaboration abilities. Through behavioral questions, you'll gain insight into how the candidate has handled specific situations in the past and how they might approach similar challenges in this role.

Be sure to:

Ask for specific examples and details rather than accepting general or theoretical answers
Follow the STAR framework (Situation, Task, Action, Result) to ensure you get complete stories
Use follow-up questions to probe deeper when answers lack specificity
Consider both what the candidate did and how they approached the situation
Listen for evidence of the candidate's thought process, not just outcomes
Pay attention to how they collaborated with others and overcame obstacles
Save 10 minutes at the end for candidate questions

Directions to Share with Candidate

"In this interview, I'll be asking questions about specific situations you've encountered in your previous roles. I'm interested in understanding your approach to product operations challenges, how you've worked with cross-functional teams, and how you've improved processes. For each question, please share a concrete example, describing the situation, your specific actions, and the results. Feel free to ask for clarification if needed."

Interview Questions

Tell me about a time when you analyzed product data to identify an issue or opportunity that others had missed. What actions did you take based on your findings? (Analytical Thinking)

Areas to Cover

The context of the data analysis and why it was important
The specific approaches or tools they used to analyze the data
How they identified patterns or insights others had missed
The process of validating their findings before taking action
How they communicated their insights to relevant stakeholders
The specific actions that resulted from their analysis
The measurable impact of these actions on the product or business

Possible Follow-up Questions

What analytical tools or methods did you use?
How did you validate your findings before sharing them?
What challenges did you face in convincing others of your insights?
How did you measure the impact of the actions taken?

Describe a situation where you implemented a new process or significantly improved an existing one for product development or product operations. (Process Improvement)

Areas to Cover

The initial state of the process and why improvement was needed
How they identified the specific problems to address
Their approach to designing the new or improved process
How they managed the change and got buy-in from stakeholders
Challenges they encountered during implementation
How they measured the success of the process improvement
The specific impact on efficiency, quality, or other relevant metrics

Possible Follow-up Questions

How did you prioritize which aspects of the process to improve?
What resistance did you encounter and how did you overcome it?
How did you document and standardize the new process?
What would you do differently if you were to implement this change again?

Tell me about a time when you had to coordinate a complex product initiative across multiple teams with different priorities. How did you ensure alignment and successful execution? (Cross-Functional Collaboration)

Areas to Cover

The nature of the initiative and why it required cross-functional coordination
The different teams involved and their varying priorities or perspectives
How they established common goals and expectations
Their approach to managing communication across teams
Strategies used to resolve conflicts or misalignments
How they tracked progress and ensured accountability
The ultimate outcome of the initiative and lessons learned

Possible Follow-up Questions

How did you handle situations where teams had competing priorities?
What communication structures or tools did you put in place?
How did you resolve conflicts that arose during the initiative?
What would you do differently next time to improve cross-functional collaboration?

Interview Scorecard

Analytical Thinking

0: Not Enough Information Gathered to Evaluate
1: Shows limited ability to analyze data or find meaningful patterns
2: Can perform basic analysis but struggles to generate actionable insights
3: Demonstrates strong analytical skills with clear examples of data-driven decision making
4: Exceptional analytical capabilities, consistently finding non-obvious insights that drive significant impact

Process Improvement

0: Not Enough Information Gathered to Evaluate
1: Limited experience designing or improving processes
2: Has implemented process improvements with modest results
3: Shows strong ability to identify inefficiencies and implement effective solutions
4: Exceptional process improvement skills with demonstrated transformative impact

Cross-Functional Collaboration

0: Not Enough Information Gathered to Evaluate
1: Struggles to work effectively across different teams or functions
2: Can collaborate across functions but with limited effectiveness in complex situations
3: Demonstrates strong ability to align diverse teams around common goals
4: Exceptional cross-functional leadership, consistently creating alignment and driving results across disparate groups

Communication Skills

0: Not Enough Information Gathered to Evaluate
1: Communication lacks clarity or adaptability to different audiences
2: Communicates adequately but room for improvement in effectiveness
3: Communicates clearly and adapts approach to different stakeholders
4: Exceptional communicator who influences effectively across all levels of the organization

Problem-Solving

0: Not Enough Information Gathered to Evaluate
1: Approaches problems with limited creativity or structure
2: Solves straightforward problems but struggles with more complex challenges
3: Demonstrates effective problem-solving with a structured approach
4: Exceptional problem-solver who tackles complex issues with innovative yet practical solutions

Implement product operations framework (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Past experiences show limited success with operational frameworks
2: Likely to Partially Achieve Goal - Has implemented similar frameworks with partial success
3: Likely to Achieve Goal - Strong track record of successful operational system implementation
4: Likely to Exceed Goal - Exceptional history of transformative operational improvements

Design and execute product launch processes (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Limited experience with product launch coordination
2: Likely to Partially Achieve Goal - Has managed launches with some success but also challenges
3: Likely to Achieve Goal - Demonstrated ability to create and execute successful launch processes
4: Likely to Exceed Goal - Exceptional launch management with consistent high stakeholder satisfaction

Establish data collection and analysis systems (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Limited experience with analytics frameworks
2: Likely to Partially Achieve Goal - Has worked with data systems but with mixed effectiveness
3: Likely to Achieve Goal - Strong history of implementing successful analytics frameworks
4: Likely to Exceed Goal - Exceptional at creating data systems that drive strategic decisions

Develop cross-functional communication channels (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Past efforts at cross-functional communication show limited success
2: Likely to Partially Achieve Goal - Has improved team communication with moderate impact
3: Likely to Achieve Goal - Demonstrated success creating effective communication channels
4: Likely to Exceed Goal - Exceptional ability to transform organizational communication

Create scalable documentation and enablement resources (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Limited experience with documentation systems
2: Likely to Partially Achieve Goal - Has created resources with moderate adoption or impact
3: Likely to Achieve Goal - Strong track record of creating effective documentation and resources
4: Likely to Exceed Goal - Exceptional at creating high-impact enablement materials with wide adoption

Hiring Recommendation

1: Strong No Hire - Significant gaps in critical competencies
2: No Hire - Some strengths but lacks important capabilities
3: Hire - Strong across key competencies with good growth potential
4: Strong Hire - Exceptional candidate who excels in critical areas

Leadership and Stakeholder Management Interview

Directions for the Interviewer

This interview focuses on the candidate's ability to influence without authority, manage stakeholders effectively, and lead initiatives across cross-functional teams. As Product Operations often requires working with multiple teams and driving adoption of processes without direct managerial authority, these skills are critical to success in the role.

During the interview:

Listen for evidence of the candidate's leadership approach and adaptability
Assess their ability to navigate complex organizational dynamics
Look for examples of successful stakeholder management and conflict resolution
Evaluate their communication style and effectiveness with different audiences
Pay attention to how they've handled resistance or conflicting priorities
Consider how they balance relationship building with driving results
Save 10 minutes at the end for candidate questions

Directions to Share with Candidate

"In this interview, we'll focus on your experience leading initiatives, managing stakeholders, and influencing across teams. Product Operations often requires coordinating with many different groups and driving change without direct authority, so I'm interested in understanding your approach to these challenges. Please share specific examples from your past experiences, describing the situation, your actions, and the outcomes."

Interview Questions

Tell me about a time when you had to influence a decision or initiative without having direct authority. How did you approach the situation and what was the outcome? (Communication Skills)

Areas to Cover

The context of the situation and why influence was needed
Their strategy for building relationships and establishing credibility
Specific communication tactics they used to persuade others
How they tailored their approach to different stakeholders
Challenges they faced in the influence process
The ultimate outcome and what they learned from the experience
How they've applied these lessons in subsequent situations

Possible Follow-up Questions

How did you identify the key stakeholders to influence?
What resistance did you encounter and how did you address it?
How did you adapt your approach based on different personalities or roles?
What would you do differently if faced with a similar situation?

Describe a situation where you had to manage conflicting priorities or disagreements between different teams regarding a product decision or process. (Cross-Functional Collaboration)

Areas to Cover

The nature of the conflict and the different perspectives involved
How they identified the root causes of the disagreement
Their approach to facilitating discussion and finding common ground
Techniques used to help teams understand each other's perspectives
How they balanced different priorities to reach a resolution
The ultimate outcome and impact on relationships
Lessons learned about managing cross-functional conflicts

Possible Follow-up Questions

How did you ensure all perspectives were heard and considered?
What techniques did you use to depersonalize the conflict?
How did you maintain relationships while driving toward resolution?
What processes did you put in place to prevent similar conflicts in the future?

Tell me about a time when you implemented a significant change to a product process or system. How did you ensure adoption and manage the transition? (Process Improvement)

Areas to Cover

The context and rationale for the change
Their approach to designing the new process or system
How they communicated the change to affected stakeholders
Strategies used to build buy-in and manage resistance
The implementation plan and how they managed the transition
How they measured success and addressed issues during rollout
The ultimate impact of the change and lessons learned

Possible Follow-up Questions

How did you identify who would be most affected by the change?
What resistance did you encounter and how did you address it?
How did you balance getting feedback with maintaining momentum?
What would you do differently in your next change management initiative?

Interview Scorecard

Communication Skills

0: Not Enough Information Gathered to Evaluate
1: Communication lacks clarity, persuasiveness, or adaptability
2: Communicates adequately but struggles with complex situations or difficult stakeholders
3: Communicates effectively across different audiences with clear evidence of influence
4: Exceptional communicator who consistently influences outcomes through strategic messaging

Cross-Functional Collaboration

0: Not Enough Information Gathered to Evaluate
1: Struggles to build relationships or navigate cross-functional dynamics
2: Can collaborate across teams but with limited effectiveness in complex situations
3: Successfully builds alignment across diverse teams and resolves cross-functional challenges
4: Exceptional at navigating complex organizational dynamics and creating lasting partnerships

Process Improvement

0: Not Enough Information Gathered to Evaluate
1: Limited success in implementing process changes or gaining adoption
2: Has implemented process improvements but with mixed results or limited scale
3: Demonstrated ability to design and implement effective processes with good adoption
4: Exceptional at transforming operations through well-designed processes and change management

Problem-Solving

0: Not Enough Information Gathered to Evaluate
1: Approaches to stakeholder challenges lack structure or effectiveness
2: Solves straightforward stakeholder issues but struggles with complex dynamics
3: Effectively resolves complex stakeholder challenges with thoughtful approaches
4: Exceptional at navigating the most difficult stakeholder situations with innovative solutions

Implement product operations framework (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Change management approach suggests difficulty implementing frameworks
2: Likely to Partially Achieve Goal - Has led operational changes with partial success
3: Likely to Achieve Goal - Strong change management skills indicate ability to implement frameworks successfully
4: Likely to Exceed Goal - Exceptional at implementing organizational changes with high adoption

Design and execute product launch processes (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Limited stakeholder management would challenge launch coordination
2: Likely to Partially Achieve Goal - Has coordinated cross-functional efforts with mixed results
3: Likely to Achieve Goal - Demonstrated ability to manage complex initiatives across teams
4: Likely to Exceed Goal - Exceptional at orchestrating cross-functional efforts with high satisfaction

Establish data collection and analysis systems (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Insufficient influence skills to drive analytics adoption
2: Likely to Partially Achieve Goal - Has implemented systems but with adoption challenges
3: Likely to Achieve Goal - Strong change management suggests ability to implement successful systems
4: Likely to Exceed Goal - Exceptional at implementing systems with high user adoption

Develop cross-functional communication channels (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Communication approach lacks effectiveness across functions
2: Likely to Partially Achieve Goal - Has improved cross-team communication with moderate success
3: Likely to Achieve Goal - Strong relationship building indicates ability to create effective channels
4: Likely to Exceed Goal - Exceptional at transforming how teams communicate and collaborate

Create scalable documentation and enablement resources (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Limited evidence of documentation strategy or adoption success
2: Likely to Partially Achieve Goal - Has created resources with moderate utilization
3: Likely to Achieve Goal - Demonstrated ability to create useful resources and drive adoption
4: Likely to Exceed Goal - Exceptional at creating high-impact resources with widespread usage

Hiring Recommendation

1: Strong No Hire - Significant gaps in leadership and influence capabilities
2: No Hire - Some leadership strengths but lacks critical stakeholder management skills
3: Hire - Strong leadership and stakeholder management abilities aligned with role needs
4: Strong Hire - Exceptional leadership capabilities that would elevate the entire team

Chronological Interview

Directions for the Interviewer

This interview takes a chronological approach to understanding the candidate's career progression, with a focus on their experience in product operations or related roles. The goal is to get a comprehensive view of their professional journey, including key accomplishments, challenges faced, skills developed, and reasons for transitions. This format allows you to identify patterns in their career and assess the depth and breadth of their experience.

Best practices for this interview:

Start with their earliest relevant position and progress forward chronologically
For each role, ask about responsibilities, accomplishments, challenges, and reasons for moving on
Dig deeper into experiences most relevant to our Product Operations Manager position
Look for evidence of growth in responsibilities and skills over time
Pay attention to how they describe relationships with colleagues and stakeholders
Ask for specific metrics and outcomes to validate their impact
Note any gaps in employment and explore them appropriately
Save 10 minutes at the end for candidate questions

Directions to Share with Candidate

"In this interview, I'd like to walk through your professional background chronologically to understand your career progression. We'll start with your earlier relevant roles and move forward to your current or most recent position. For each role, I'll ask about your responsibilities, key accomplishments, challenges you faced, and what you learned. I'm particularly interested in your experience related to product operations, analytics, process improvement, and cross-functional collaboration. This helps me understand how your background has prepared you for this Product Operations Manager role."

Interview Questions

Let's start with an overview of your career journey. What attracted you to product operations or related fields, and how has your career evolved over time?

Areas to Cover

Their initial interest in product operations or related areas
Key inflection points or decisions in their career path
How they've developed their skills and expertise over time
Patterns in the types of companies, products, or roles they've chosen
Their career aspirations and how this role fits into their path

Possible Follow-up Questions

What initially drew you to product operations versus other career paths?
How has your understanding of product operations evolved over time?
What skills have you intentionally developed throughout your career?
What has been your favorite role so far and why?

For each relevant role, starting with the earliest: Tell me about your role at [company]. What were your primary responsibilities and how did they evolve during your time there?

Areas to Cover

Their title and reporting structure
The scope of their responsibilities and how it changed over time
The size and structure of their team
The products or services they supported
Key stakeholders they worked with
Projects or initiatives they led or contributed to
Metrics they were responsible for tracking or improving

Possible Follow-up Questions

How did you prioritize your responsibilities in this role?
How was success measured for your position?
What was the scale of the products you supported?
How did your role interact with product management and engineering?

What were your most significant accomplishments in this role? What impact did they have on the product or organization?

Areas to Cover

Specific initiatives or projects they led
Their approach to planning and execution
Measurable results and business impact
Recognition received for their contributions
How they influenced product strategy or operations
Skills they developed or demonstrated
Their level of autonomy and leadership

Possible Follow-up Questions

What metrics improved as a result of your work?
How did you measure the success of this initiative?
What resources or support did you need to secure?
How did this accomplishment affect the broader organization?

What were the most significant challenges you faced in this role, and how did you overcome them?

Areas to Cover

Specific obstacles or problems they encountered
Their approach to analyzing and addressing the challenges
How they collaborated with others to resolve issues
Resources or support they leveraged
The outcome of their efforts
Lessons learned from the experience
How they've applied these lessons in subsequent roles

Possible Follow-up Questions

What was your specific role in addressing this challenge?
What alternatives did you consider before deciding on your approach?
How did you gain buy-in from stakeholders for your solution?
What would you do differently if faced with a similar challenge today?

Tell me about your relationships with different teams and stakeholders in this role. How did you build effective partnerships?

Areas to Cover

Key stakeholders they worked with (product, engineering, marketing, sales, etc.)
Their approach to building relationships across teams
Communication channels and cadences they established
How they managed competing priorities or conflicts
Successful examples of cross-functional collaboration
Challenges in stakeholder management and how they addressed them
Feedback they received about their collaborative approach

Possible Follow-up Questions

How did you adapt your communication style for different stakeholders?
How did you handle situations where teams had competing priorities?
What processes did you implement to improve cross-functional collaboration?
How did you ensure all voices were heard in decision-making?

What led to your transition from this role to the next one in your career?

Areas to Cover

Their reasons for seeking a change
How they made the decision to move on
What they were looking for in their next opportunity
How the transition connected to their career goals
The process of finding and securing their next role
How they managed the transition and handover
Relationships maintained from previous roles

Possible Follow-up Questions

What skills or experiences were you hoping to gain in your next role?
How did you decide which opportunity to pursue?
What aspects of the role did you find most fulfilling or challenging?
How did this transition help you grow professionally?

Of all the products you've worked with, which one did you find most interesting or challenging, and why?

Areas to Cover

The product's purpose and target users
What made this product particularly interesting or challenging
Their specific contributions to the product
How they measured the product's success
Lessons learned from working on this product
How this experience influenced their approach to product operations
Skills or knowledge they gained from this experience

Possible Follow-up Questions

What metrics did you use to measure this product's performance?
How did user feedback influence the product's development?
What processes did you implement or improve for this product?
How did cross-functional collaboration work for this product?

Interview Scorecard

Relevant Experience

0: Not Enough Information Gathered to Evaluate
1: Limited relevant experience in product operations or similar roles
2: Some relevant experience but lacks depth in key areas
3: Strong experience aligned well with our Product Operations Manager role
4: Exceptional depth and breadth of experience exceeding our requirements

Career Progression

0: Not Enough Information Gathered to Evaluate
1: Limited growth or progression in responsibilities and impact
2: Some progression but lacks clear upward trajectory or skill development
3: Clear progression with increasing responsibility and demonstrated growth
4: Exceptional career progression showing consistent achievement and advancement

Analytical Thinking

0: Not Enough Information Gathered to Evaluate
1: Limited evidence of analytical skills throughout career
2: Basic analytical capabilities but few examples of data-driven impact
3: Strong analytical skills consistently applied across roles
4: Exceptional analytical thinking with proven track record of insights driving results

Process Improvement

0: Not Enough Information Gathered to Evaluate
1: Few examples of process improvements throughout career
2: Some process improvement experience with moderate impact
3: Consistent pattern of identifying and implementing effective process improvements
4: Exceptional track record of transformative process improvements across roles

Cross-Functional Collaboration

0: Not Enough Information Gathered to Evaluate
1: Limited experience working effectively across teams
2: Some cross-functional collaboration but with mixed effectiveness
3: Strong collaboration skills consistently demonstrated across roles
4: Exceptional ability to build partnerships and drive alignment across diverse teams

Implement product operations framework (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Career history shows limited operational systems experience
2: Likely to Partially Achieve Goal - Has implemented operational frameworks with mixed results
3: Likely to Achieve Goal - Strong history of successful operations implementations
4: Likely to Exceed Goal - Exceptional track record of transformative operational frameworks

Design and execute product launch processes (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Limited product launch experience in career
2: Likely to Partially Achieve Goal - Has managed launches with varying degrees of success
3: Likely to Achieve Goal - Consistent history of successful product launch management
4: Likely to Exceed Goal - Exceptional launch process expertise demonstrated across roles

Establish data collection and analysis systems (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Few examples of analytics systems implementation
2: Likely to Partially Achieve Goal - Some analytics experience with moderate impact
3: Likely to Achieve Goal - Strong track record of implementing effective analytics systems
4: Likely to Exceed Goal - Exceptional history of data systems that drove significant results

Develop cross-functional communication channels (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Limited evidence of communication system improvements
2: Likely to Partially Achieve Goal - Has improved communication with mixed effectiveness
3: Likely to Achieve Goal - Consistent success establishing effective communication channels
4: Likely to Exceed Goal - Exceptional at transforming cross-functional communication

Create scalable documentation and enablement resources (Goal)

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal - Few examples of documentation or enablement in career
2: Likely to Partially Achieve Goal - Some documentation experience with moderate adoption
3: Likely to Achieve Goal - Strong history of creating effective, well-adopted resources
4: Likely to Exceed Goal - Exceptional track record of high-impact enablement materials

Hiring Recommendation

1: Strong No Hire - Career history reveals significant gaps in critical areas
2: No Hire - Some relevant experience but insufficient in key dimensions
3: Hire - Strong relevant experience and career progression aligned with our needs
4: Strong Hire - Exceptional career demonstrating consistent excellence in product operations

Debrief Meeting

Directions for Conducting the Debrief Meeting

The Debrief Meeting is an open discussion for the hiring team members to share the information learned during the candidate interviews. Use the questions below to guide the discussion.

Start the meeting by reviewing the requirements for the role and the key competencies and goals to succeed.
The meeting leader should strive to create an environment where it is okay to express opinions about the candidate that differ from the consensus or from leadership's opinions.
Scores and interview notes are important data points but should not be the sole factor in making the final decision.
Any hiring team member should feel free to change their recommendation as they learn new information and reflect on what they've learned.

Questions to Guide the Debrief Meeting

Question: Does anyone have any questions for the other interviewers about the candidate?Guidance: The meeting facilitator should initially present themselves as neutral and try not to sway the conversation before others have a chance to speak up.

Question: Are there any additional comments about the Candidate?Guidance: This is an opportunity for all the interviewers to share anything they learned that is important for the other interviewers to know.

Question: Are there any gaps in the candidate's experience or skills that we should discuss?Guidance: Identify areas where the candidate might need support or development if hired, and discuss whether these gaps are acceptable given the role's requirements.

Question: Is there anything further we need to investigate before making a decision?Guidance: Based on this discussion, you may decide to probe further on certain issues with the candidate or explore specific issues in the reference calls.

Question: Has anyone changed their hire/no-hire recommendation?Guidance: This is an opportunity for the interviewers to change their recommendation from the new information they learned in this meeting.

Question: If the consensus is no hire, should the candidate be considered for other roles? If so, what roles?Guidance: Discuss whether engaging with the candidate about a different role would be worthwhile.

Question: What are the next steps?Guidance: If there is no consensus, follow the process for that situation (e.g., it is the hiring manager's decision). Further investigation may be needed before making the decision. If there is a consensus on hiring, reference checks could be the next step.

Reference Checks

Directions for Conducting Reference Checks

Reference checks are a critical part of the hiring process for the Product Operations Manager role. They provide valuable third-party validation of the candidate's skills, experience, and work style. When conducting reference checks:

Prepare by reviewing the candidate's resume and interview notes to identify areas to explore
Contact at least 2-3 professional references, ideally direct managers and cross-functional colleagues
Create a comfortable conversation rather than an interrogation
Ask open-ended questions that encourage detailed responses
Listen for both explicit feedback and subtle cues about the candidate's performance
Take detailed notes to share with the hiring team
Be consistent in the core questions you ask each reference
Follow up on vague responses to get specific examples

Remember that reference checks can reveal important information that interviews might not uncover, particularly about how the candidate works with others over time and handles challenging situations.

Questions for Reference Checks

In what capacity did you work with [Candidate Name], and for how long?

Guidance: Establish the reference's relationship with the candidate, including reporting structure, frequency of interaction, and time period. This provides important context for interpreting their other responses.

What were [Candidate's] primary responsibilities in their role, and how effectively did they execute them?

Guidance: Verify the candidate's claims about their job duties and get an assessment of their performance. Listen for specific examples of effectiveness rather than general statements.

Can you describe [Candidate's] approach to analyzing data and translating insights into action? How did this impact the business?

Guidance: Assess the candidate's analytical thinking, which is crucial for the Product Operations Manager role. Look for examples of data-driven decision making and measurable business impact.

How would you describe [Candidate's] ability to work with cross-functional teams? Can you share an example of how they built alignment across different departments?

Guidance: Evaluate the candidate's collaboration skills and ability to work effectively with diverse stakeholders. This is particularly important as Product Operations requires extensive cross-functional coordination.

What was [Candidate's] greatest contribution to your team or organization?

Guidance: Identify the candidate's most significant impact and areas of strength. This helps assess their potential value to your organization and how to leverage their strengths.

In what areas could [Candidate] improve or further develop their skills?

Guidance: Understand the candidate's development areas from someone who has worked closely with them. This helps assess fit for the role and identify areas where coaching might be needed if hired.

On a scale of 1-10, how likely would you be to hire [Candidate] again if you had an appropriate role? Why?

Guidance: This question often elicits honest, summary feedback about the candidate's overall value. The explanation of the rating is typically more valuable than the number itself.

Reference Check Scorecard

Analytical Thinking

0: Not Enough Information Gathered to Evaluate
1: Reference indicates limited analytical abilities or impact
2: References describe adequate analytical skills with moderate impact
3: References confirm strong analytical capabilities with clear business impact
4: References enthusiastically praise exceptional analytical abilities and significant results

Cross-Functional Collaboration

0: Not Enough Information Gathered to Evaluate
1: References suggest challenges working with other teams
2: References describe adequate collaboration with some limitations
3: References confirm effective partnership across functions
4: References highlight exceptional ability to build alignment and influence across teams

Process Improvement

0: Not Enough Information Gathered to Evaluate
1: References indicate limited success in process improvement
2: References describe some process improvements with moderate impact
3: References confirm significant process improvements with clear results
4: References emphasize transformative process changes with exceptional outcomes

Communication Skills

0: Not Enough Information Gathered to Evaluate
1: References suggest communication challenges or limitations
2: References describe adequate communication with some areas for improvement
3: References confirm effective communication across different audiences
4: References highlight exceptional communication as a distinctive strength

Problem-Solving

0: Not Enough Information Gathered to Evaluate
1: References indicate limited problem-solving capabilities
2: References describe adequate problem-solving with some limitations
3: References confirm effective approach to complex problems
4: References emphasize exceptional problem-solving as a key strength

Implement product operations framework (Goal)

0: Not Enough Information Gathered to Evaluate
1: References suggest limited success implementing operational systems
2: References describe partial success with operational frameworks
3: References confirm successful implementation of effective operational systems
4: References highlight exceptional ability to transform operations through frameworks

Design and execute product launch processes (Goal)

0: Not Enough Information Gathered to Evaluate
1: References indicate limited success with product launches
2: References describe mixed results with launch management
3: References confirm successful coordination of product launches
4: References emphasize exceptional launch execution with high stakeholder satisfaction

Establish data collection and analysis systems (Goal)

0: Not Enough Information Gathered to Evaluate
1: References suggest limited experience with analytics systems
2: References describe partial success implementing data frameworks
3: References confirm successful implementation of effective analytics systems
4: References highlight exceptional analytics systems that drove significant decisions

Develop cross-functional communication channels (Goal)

0: Not Enough Information Gathered to Evaluate
1: References indicate limited success improving cross-team communication
2: References describe some communication improvements with moderate impact
3: References confirm successful implementation of effective communication channels
4: References emphasize transformative impact on organizational communication

Create scalable documentation and enablement resources (Goal)

0: Not Enough Information Gathered to Evaluate
1: References suggest limited success with documentation or enablement
2: References describe some documentation efforts with moderate adoption
3: References confirm successful creation of effective, well-used resources
4: References highlight exceptional enablement resources with significant impact

Frequently Asked Questions

How should I prepare for using this interview guide?

Thoroughly review the job description and interview guide before conducting interviews. Familiarize yourself with the essential behavioral competencies and desired outcomes for the role. Consider the specific context of your company's product operations needs and adapt questions accordingly. For more guidance, check out our article on how to conduct a job interview.

How much time should I allocate for each interview in this process?

The screening interview typically takes 30-45 minutes, while the competency interviews and chronological interview should be 45-60 minutes each. The work sample exercise presentation and discussion usually requires 60 minutes. Allow adequate time for questions at the end of each interview, as candidate questions often reveal important insights about their thinking and priorities.

What if a candidate doesn't have direct product operations experience?

Focus on transferable skills and experience from related roles such as project management, product management, business operations, or data analytics. Look for evidence of process improvement, cross-functional collaboration, analytical thinking, and communication skills. Ask for specific examples that demonstrate these competencies, even if they come from different contexts.

How should we evaluate the work sample exercise?

Look beyond the specific recommendations to evaluate the candidate's thought process, analytical approach, ability to identify root causes, and communication clarity. A strong candidate might not have the "right" answer but should demonstrate structured thinking, data-driven insights, practical recommendations, and clear rationale. Consider how they handle questions and feedback about their approach.

What's the best way to compare candidates across different backgrounds?

Focus on the essential behavioral competencies and desired outcomes rather than specific experience or background. Use the scorecard consistently for all candidates, evaluating them against the role requirements rather than against each other. Consider how each candidate's unique background might bring valuable perspective to the role while ensuring they can meet the core requirements.

How can we assess whether a candidate will succeed in our specific product environment?

During interviews, ask about the types of products they've supported previously and the specific challenges they've faced. Use the work sample exercise to simulate your product environment. In competency interviews, probe for adaptability and learning agility. References can also provide valuable insights about how candidates operate in different product contexts.

Should we prioritize technical skills or soft skills for this role?

Product Operations requires a balance of both. Technical skills like data analysis and process design are essential, but soft skills like stakeholder management and communication are equally critical. The best candidates demonstrate both, though you may decide to weight certain skills more heavily based on your specific team needs and existing capabilities.

What are red flags we should watch for in the interview process?

Watch for vague answers without specific examples, inability to describe measurable impacts of their work, difficulty explaining how they've influenced without authority, lack of curiosity about your product and organization, or inconsistencies between interviews. Also note candidates who focus solely on tools or processes without connecting to business outcomes or user needs.