Product Ops Podcast S4:E9 - Turning Customer Chaos Into Clarity with Christine Itwaru
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Nov 4, 2025 Christine Itwaru, VP of Product at Userflow and Beamer, dives into the evolution and vital role of Product Operations. She shares insights from her journey at Pendo and emphasizes the importance of organizing customer feedback to enhance collaboration. Christine discusses the partnership between Product Ops and PMs to reduce workloads and argues for the significance of empathy in handling feedback. She also warns about the risks of over-relying on AI, advocating for a balanced approach that combines technology with human insight.
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From Product Lead To Ops Founder
- Christine describes moving from Director of Product to owning product, design, research and education at Userflow and Beamer.
- She explains how that role exposed the operational gaps that led her into product ops during hypergrowth at Pendo.
Product Ops Is A Lasting Partner Role
- Christine argues product ops is here to stay and will evolve with tooling into a partner role that augments product teams.
- She highlights product ops shifting toward owning tooling and integration rather than only manual processes.
Standing Up A Voice Of Customer Program
- Christine recounts building a centralized voice of customer program that collected and organized feedback across a 600-person company.
- The program paired a repository, tagging process, and cross-org advocates to surface themes for product managers and leadership.