Product Operations Lead

The role

You will design and own Product Operations frameworks to turn real-world usage into product insight. You will work across Product, Engineering, and Customer teams to improve product quality, reliability, and customer experience on the ValonOS platform.

What you will do

• Design and evolve core Product Operations frameworks including user acceptance testing and data migration testing.
• Identify structural gaps in how product insights are captured, prioritized, and acted on.
• Operate horizontally across ValonOS focusing on cross-cutting patterns.
• Lead investigation of complex, ambiguous, or recurring issues to find systemic root causes.
• Partner with Engineering and FDA to improve issue definition, incident response, and long-term prevention.
• Own and refine how Valon validates product readiness and learns from releases.
• Translate real-world usage, operational complexity, and regulatory nuance into product implications.
• Synthesize signals across customers, data, and incidents to inform roadmap and prioritization.
• Create artifacts, documentation, and processes to raise the bar for product quality and decision-making.

Required qualifications

• 5-7+ years in product operations, product-adjacent roles, business operations, consulting, customer success, or a similar analytical environment.
• Strong analytical skills with the ability to break down ambiguous problems and uncover root causes.
• Technical curiosity to learn SQL or work with data to understand product behavior.
• Clear communicator who can translate between technical teams and end users.
• High sense of ownership, reliability, and urgency in driving issues to full resolution.
• Comfort partnering closely with product managers and engineers.
• Bachelor’s degree required.

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 with a meaningful stake in the company via equity
• 401(k) plan
• Comprehensive medical, dental, & vision benefits
• Daily lunch and dinner provided through Forkable for in-office team members
• Pre-tax deductions for public transit, rideshares, and parking
• Company wide orientation and learning & development opportunities
• Regular review cycles featuring 360-degree feedback
• Quarterly budgets for team and company outings
• Flexible paid time off with no annual limit
• Sick days
• 11 company holidays
• 12 weeks of fully paid leave for both birthing and non-birthing parents

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.