Product Operations Lead

About the role

You will architect and own the core Product Operations systems that allow Valon to learn from production at scale across its entire mortgage servicing platform. You will design the frameworks, feedback loops, and mechanisms that turn real-world usage into durable product insight for every team. This role operates horizontally across Product, Engineering, and Customer Success, ensuring cross-cutting patterns are identified and addressed consistently. You will act as a senior systems-level partner, translating the complexity of regulated mortgage servicing into clear product implications for the organization. The role demands comfort with ambiguity and the ability to drive systemic improvements without direct authority. You will influence product direction through leverage, data, and structured insight rather than relying on org charts. This position is critical in ensuring ValonOS delivers a seamless, reliable, and intuitive experience for enterprise clients during and after implementation.

Key facts

What you'll do

• Design and evolve the core Product Operations frameworks that allow Valon to learn from production at scale, including structured user acceptance testing, data migration testing, and release validation mechanisms.
• Identify structural gaps in how product insights are captured, prioritized, and acted on, and create durable mechanisms that work consistently across all product areas and teams.
• Operate horizontally across ValonOS, analyzing cross-cutting patterns and systemic issues rather than focusing on isolated customer or single-feature problems.
• Lead investigation of complex, ambiguous, or recurring issues that span multiple teams, moving beyond symptom-level fixes to address systemic root causes and prevent recurrence.
• Partner with Engineering and FDA to refine issue definition, incident response processes, and long-term prevention strategies that align with regulatory expectations.
• Own and refine how Valon validates product readiness and learns from releases, incorporating alpha testing, rollout feedback, and post-launch analysis into actionable improvements.
• Act as a senior systems-level partner to Product and Engineering, translating real-world usage, operational complexity, and regulatory nuance into clear implications for product strategy and execution.
• Synthesize signals from customers, data, and incidents to surface critical risks and opportunities that directly inform roadmap decisions and prioritization trade-offs.
• Create artifacts, documentation, and processes that serve as force multipliers, raising the bar for product quality, reliability, and decision-making across the organization.
• Drive product quality and reliability by establishing rigorous standards for validation, learning, and continuous improvement throughout the product lifecycle.
• Collaborate closely with customer-facing teams to ensure that operational realities and regulatory constraints are reflected in product decisions and release planning.
• Define and manage key operational metrics that provide visibility into product health, adoption, and risk across the mortgage servicing platform.
• Support the rollout of new capabilities by designing experiments, success criteria, and feedback structures that enable rapid and safe deployment.
• Act as a central point of coordination for cross-functional product initiatives, ensuring alignment between product, engineering, and compliance stakeholders.

Requirements

• 5-7+ years in product operations, product-adjacent roles, business operations, consulting, customer success, or a similar analytical environment where structured problem-solving is essential.
• Strong analytical skills with the ability to break down ambiguous problems, identify patterns, and uncover root causes using qualitative and quantitative signals.
• Technical curiosity - you are eager to learn SQL or work with data to understand product behavior, validate assumptions, and communicate insights effectively.
• Clear communicator who can translate between technical teams and end users with ease, ensuring complex operational and regulatory concepts are accessible and actionable.
• High sense of ownership, reliability, and urgency in driving issues to full resolution, even when they span multiple teams and systems.
• Comfort partnering closely with product managers and engineers, and actively contributing to product thinking, roadmap discussions, and design decisions.
• Bachelor's degree required as a minimum educational qualification.
• Ability to thrive in a fast-paced, mission-critical environment where decisions impact highly regulated financial operations.
• Willingness to engage deeply with regulatory constraints and operational complexity inherent in mortgage servicing and similar industries.
• Commitment to building systems that scale, ensuring product operations practices are sustainable and repeatable as the business grows.

Nice to have

• Experience supporting or implementing enterprise SaaS products in complex buying cycles and deployment scenarios.
• Exposure to regulated or process-heavy industries such as mortgage servicing, financial services, or healthcare.
• Familiarity with incident management, workflow tools, or customer support platforms used to manage operational risk and user feedback.

Practical notes

The role is based in New York and requires full-time on-site engagement. Candidates must be eligible to work in the United States without sponsorship at this time. No visa sponsorship is available for this position. Compensation includes a competitive salary and a meaningful stake in the company through equity, along with a 401k plan.