Product Operations and Support Strategy Intern (Product Management)

TL;DR

Product Operations and Support Strategy Intern (Product Management): Analyzing user support data and feedback to identify systemic product vulnerabilities and design permanent solutions with an accent on user journey mapping and cross-functional alignment. Focus on transforming raw customer support datasets into actionable product improvements and scalable self-service tools.

Location: Must be based in the United States (Remote, Hybrid, or On-site in Washington, D.C.)

Salary: $20.00 per hour

Company

A mission-driven multimedia organization producing award-winning news, information, and music programming in partnership with independent public radio stations.

What you will do

• Study end-to-end user journeys to identify systemic gaps and key internal touchpoints.
• Analyze customer support datasets to isolate high-friction product vulnerabilities and recurring pain points.
• Collaborate with Engineering, UX, and Content teams to gather technical and design insights.
• Rank identified issues based on severity, frequency, and business impact for engineering intervention.
• Create comprehensive feature or automation proposals to systematically eliminate user friction.
• Draft and publish accessible help documentation and troubleshooting guides to optimize self-service.

Requirements

• Must be a current student in an accredited degree program or a recent graduate (within 12 months).
• Must be based in the United States.
• Previous experience in customer service (e.g., retail or food service) for de-escalation skills.
• Basic technical troubleshooting knowledge (Browser DevTools, clearing caches, console errors).
• Ability to translate complex technical software bugs into simple, human-friendly instructions.
• Exposure to ticketing systems such as Zendesk, Jira, or Salesforce.

Culture & Benefits

• Eligibility for elective contributions to the hirify.global 403(b) retirement plan.
• Transit Commuter benefits through HealthEquity.
• Holiday pay (10 observed + 1 floating) and sick leave accrual for those working 30+ hours/week.
• Access to on-site Wellness and Fitness centers at the DC Headquarters.
• Professional development opportunities and flexible work hours to accommodate different time zones.