Product Operations Senior Associate

The role

You will act as the interface between customers and R&D to translate user behavior into product insights. You will investigate customer-reported issues and support product releases and adoption for ValonOS.

What you will do

• Act as the primary interface between customers and R&D
• Translate user behavior and feedback into structured insights for product requirements and roadmap planning
• Identify patterns in issues and surface product gaps to Product Managers
• Investigate and resolve customer-reported issues including bugs and SEV 1/2/3 incidents
• Validate product functionality using data, SQL queries, logs, and internal tooling
• Maintain high-quality issue definitions
• Coordinate alpha testing and collect usability insights for the release process
• Communicate release changes to customers and support training on new features
• Partner with Product to refine release notes and customer-facing documentation

Required qualifications

• 2–4+ years in product operations, product-adjacent roles, business operations, consulting, customer success, or a similar analytical environment
• Strong analytical skills to break down ambiguous problems and uncover root causes
• Technical curiosity to learn SQL or work with data
• Clear communicator who can translate between technical teams and end users
• High sense of ownership, reliability, and urgency
• Comfort partnering closely with product managers and engineers
• Bachelor’s degree

Nice to have

• Experience supporting or implementing enterprise SaaS products
• Exposure to regulated or process-heavy industries (mortgage servicing, financial services, healthcare)
• Familiarity with incident management, workflow tools, or customer support platforms

Benefits

• Competitive salary
• Equity stake
• 401(k) plan
• Medical, dental, and vision benefits
• Daily lunch and dinner provided through Forkable for in-office team members
• Pre-tax commuter benefits for public transit, rideshares, and parking
• Company wide orientation and learning & development opportunities
• Regular review cycles with 360-degree feedback
• Quarterly budgets for team and company outings
• Flexible paid time off with no annual limit
• Sick days
• 11 company holidays

About the company

Valon is the leading AI platform for mortgage servicing, building the AI-native operating system for regulated finance. ValonOS is on track to power 1 in 6 U.S. mortgages across major mortgage servicers.