Product Operations Manager, Talent Experience

About the role

You will own the operational systems that allow expert support to scale efficiently across the distributed Mercor platform. In this role, you will sit at the intersection of Product, Engineering, Operations, and the experts who power our AI models. You will be responsible for turning raw feedback from millions of domain experts into concrete product changes that improve their daily work. This position requires you to build repeatable processes and close the loop between the problems experts face and the solutions the company delivers. You will serve as the primary voice of the expert community within the Product organization, ensuring their needs drive operational decisions. The role demands comfort with ambiguity and the ability to solve systemic issues rather than just reacting to individual tickets. You will manage the tools, data, and cross-functional workflows that enable our specialized workforce to perform at the highest level.

Key facts

What you'll do

• Own the expert feedback loop by collecting signals from satisfaction surveys, support conversations, and agent transcripts, categorizing this input by driver and account, and prioritizing it by volume and severity.
• Ensure that recurring support failures are transformed into roadmap items rather than accepted as permanent workarounds for the expert community.
• Enforce the quality and consistency of the data layer that underpins the expert experience, enabling the team to access necessary numbers without waiting on analytics support.
• Select, integrate, and administer the tool stack, including support platforms, AI agents, internal admin surfaces, and reporting systems, while measuring their actual usage.
• Set up and run experiments across the expert lifecycle, testing hypotheses related to onboarding friction, communication nudges, and assessment drop-off to drive evidence-based changes.
• Operate as the owner of the Talent Success function, working day-to-day with the distributed team of account-aligned specialists covering our largest enterprise clients.
• Define and maintain the operating cadence and quality bar for support queues, ensuring throughput scales appropriately as the scope and complexity of expert work grow.
• Translate the daily problems of experts into clear requirements for cross-functional partners, making sure that the people who build the products understand the real-world impact of delays or failures.
• Measure and report on what moves the needle for expert efficiency and satisfaction, providing narratives behind the numbers rather than only dashboards.
• Retire tools and processes that are no longer earning their place, freeing the team from legacy overhead and focusing energy on high-impact operational improvements.

Requirements

• Bring 3 or more years of experience in Product Operations, Technical Program Management, Support or Customer Experience, Implementation Consulting, or a similar operational role that bridges technical and business stakeholders.
• Demonstrate experience working with or coordinating distributed teams, showing a track record of setting direction and driving outcomes without direct management control.
• Show technical fluency, including familiarity with coding agents and the comfort to use SQL to answer questions independently without relying on an analyst at every turn.
• Thrive in ambiguous environments by taking ownership from problem definition through execution, with a focus on expert needs and cross-functional influence.
• Communicate clearly in writing and verbally, recognizing that much of this role involves making a cross-functional owner care about a problem that does not yet sit on their official roadmap.
• Apply strong project management and systems thinking to build repeatable processes rather than one-off tactical fixes that address symptoms.
• Operate comfortably across time zones, giving direct feedback and aligning stakeholders who do not report to you to the same quality and pace standards.
• Maintain an expert-focused mindset, consistently advocating for the people who interact with our platform and turning their signals into durable product improvements.

Nice to have

There are no preferred qualifications or nice-to-have items specified for this role in the provided source material.

Practical notes

This role is based in San Francisco and requires in-office presence five days per week. The position is full-time and salaried. Relocation support may be available up to $15,000, with an additional $10,000 housing bonus for those living within 0.5 miles of the office. A $1,500 monthly stipend for meals, a free Equinox membership, and a $200 monthly laundry reimbursement are included in the benefits package. Equity is offered in the form of a grant that vests over four years. Candidates must be authorized to work in the United States and comply with the in-office work policy.