Product Operations Manager

About the role

You will design and implement a centralized operational system to manage product requests from our largest home lending clients. This role bridges the gap between strategic accounts, premier support, and the product team to ensure consistent communication and efficient delivery.

Key facts

What you'll do

• Create and manage a standardized intake and triage process for product requests and support escalations.
• Establish a clear working model between Premier Support and product teams to define ownership and status tracking.
• Consolidate fragmented request data from Slack, Jira, Asana, and customer success notes into a single source of truth.
• Monitor the release pipeline for committed requests and provide status updates to internal stakeholders and clients.
• Aggregate individual requests into strategic themes to support roadmap planning.
• Represent the product team in strategic account meetings and onsite visits.
• Coach customer success managers on documentation standards and requirements quality.
• Analyze request volume and trends to report on performance and refine operational processes.

Requirements

• Professional background in product operations, enterprise software delivery, professional services, or support.
• Direct experience in the mortgage industry.
• Proven ability to build new processes from the ground up and drive adoption across cross-functional teams.
• Understanding of enterprise support workflows and software release management.
• Ability to translate unstructured communication into clear, testable requirements.
• Experience in client-facing roles, including leading meetings and onsite presentations.
• Capability to travel for client engagements.

Skills & tools

• Jira
• Asana
• Slack
• Enterprise support ticketing systems
• Requirements documentation
• Process design and change management

Practical notes

• Compensation includes medical, dental, and vision insurance with employer contributions.
• Benefits include 401(k) with company match, life and disability insurance, and a monthly wellness stipend.
• Additional perks include generous PTO, parental leave, and an Employee Assistance Program.
• Equity is provided in the form of restricted stock units in NYSE: BLND.