Ambassador Spotlight: Tiago Leão on the Art of Empathetic Product Ops
As Principal Product Operations Manager at OutSystems, Tiago Leão doesn’t just manage processes, he manages trust.
Tiago plays a critical behind-the-scenes role in ensuring product teams stay aligned with the needs of the field. Whether he’s triaging feedback, translating technical plans into customer-ready narratives, or persuading stakeholders to align on priorities, Tiago is the steady hand guiding conversations that could otherwise get lost in translation.
In his words, he’s “the bridge” between product and the rest of the business—and it’s a role he’s built through years of deep product knowledge, cross-functional empathy, and a passion for making systems more human.
“Product ops isn’t just about flowcharts and frameworks. It’s about building trust across the org and turning chaos into clarity.”
Here are three practical takeaways from Tiago’s journey that every product operations managerl can learn from:
1. Be the bridge and speak both languages
Tiago’s superpower lies in translation: taking what product teams are building and helping field teams understand, trust, and support it. And then taking what field teams are hearing from customers and ensuring that insight is reflected in product strategy.
“People joke that I’m like a bot who jumps into threads and tags the right person to respond, but it’s because I know who has the answers.
“But it’s not just about knowing things. It’s about being someone people trust to help when they don’t know where else to go.”
He brings structure to information flow, yes—but even more importantly, he brings humanity. When field teams are under pressure from customers, Tiago listens. When product teams need to prioritize, he advocates for what matters most. His success lies in his ability to hear both sides, speak their language, and build consensus.
2. Start small and build for adoption
Tiago’s go-to advice for rolling out new tools or processes? Don’t overreach. Start with a pilot, build early wins, and expand from there.
“If you fail the first time, people won’t trust the system. Start small. Win early. Then scale. For example, with Productboard, we first brought in just a few key stakeholders. Once they saw the value, adoption grew organically.”
He applies this mindset to everything from tooling to process changes. Big bang rollouts can backfire; especially in product ops, where credibility is everything. “We’re already dealing with constant change,” Tiago explains. “Let’s not overwhelm people. Let’s show value, then invite them in.”
This intentional approach has helped OutSystems roll out systems that actually stick.
3. Lead change with empathy
Behind every change—be it tooling, process, or org design—is a person being asked to work differently. Tiago believes that great product ops requires deep emotional intelligence.
“We talk a lot about efficiency in ops. But we forget that this job is all about people. About helping them trust the change you’re asking them to make. You need to be honest, even when the answer is no. Transparency builds trust even when the news isn’t good.”
Empathy, transparency, and vulnerability are foundational to Tiago’s approach. “People don’t always like what you’re proposing,” he says. “But if you explain the why, and listen to their world, they’ll meet you halfway.”
In Tiago’s world, change management isn’t a deck. It’s a relationship.
Q&A with Tiago Leão
Q: What does your role look like day-to-day?
Tiago: I manage stakeholder communication across the product org. That means informing field teams about what’s coming, enabling them to talk about it, and gathering their feedback so it gets routed back to product. I triage feedback in Productboard, monitor our Slack channels, and make sure someone’s always closing the loop.
Q: How did you get into product ops?
Tiago: I’ve been at OutSystems for over a decade. I started as a developer, then became a product owner, then a PM. But I realized I preferred being in the background, connecting the dots, guiding strategy, enabling others. I eventually moved into release management, and from there into this stakeholder-facing ops role.
Q: What makes this kind of work rewarding for you?
Tiago: I love working with people from different backgrounds. As “the bridge,” I have to learn how to speak everyone’s language and that’s a challenge I really enjoy. Being trusted as a connector, someone who helps others move forward, is deeply fulfilling.
Q: What soft skills are critical for product ops?
Tiago: Empathy and transparency. You need to understand why people care about something and show that you do too. That’s how you get people to open up and trust you. You also need to be vulnerable. If you can’t help or shift priorities, just say so. People appreciate honesty.
Q: What’s your favorite Productboard feature?
Tiago: Easy: Insights. That’s what connects the real world a.k.a. customer needs to the product org. It’s the heartbeat of everything we do.
Q: Why did you join the Productboard Ambassador Program?
Tiago: I love the product. And I love that Productboard is constantly evolving. Being part of the Ambassador Program lets me influence that evolution, share feedback, and connect with other ops professionals solving the same problems.
Q: What advice do you have for driving adoption in a change-resistant org?
Tiago: Tie the value of change to the person, not just the org. Don’t just say what’s in it for the company, show what’s in it for them. Why will this make their day easier? How does it help their team succeed? When people feel seen, they participate.
Product operations making product teams more effective
Tiago may call himself a background player, but his presence is anything but quiet. He’s the kind of product ops leader who makes everyone around him more effective, more connected, and more confident in the path forward.
Want to connect with Tiago and more leaders like him?
