Product Operations Senior Associate

About the role

You will act as the primary liaison between our enterprise customers and our engineering and product teams, ensuring that real-world usage directly shapes the evolution of ValonOS. This role requires you to own the end-to-end product experience by analyzing live customer interactions and translating them into actionable insights for the roadmap. You will be responsible for triaging complex issues, driving product quality, and supporting the release process from alpha testing to broad deployment. The position demands a high level of ownership as you work at the intersection of product, engineering, and regulated industry operations. You will use data and direct feedback to close the loop between product development and customer success. This is a role for someone who thrives on solving ambiguous problems and building the structure needed for a new category of AI-native software.

Key facts

What you'll do

Act as the main interface between customers and R&D to capture how ValonOS behaves in production environments.

Translate raw user behavior and qualitative feedback into structured insights that directly influence product requirements and prioritization.

Identify recurring patterns in customer issues to expose product gaps before they escalate into major failures.

Investigate and resolve customer-reported problems, collaborating closely with Engineering and FDA to address workflow questions, bugs, and critical incidents.

Validate product functionality across all product areas using data analysis, SQL queries, logs, and internal tooling to ensure accuracy.

Maintain high-quality issue definitions that enable product engineering to respond quickly and accurately to emerging problems.

Coordinate alpha testing for new releases and collect usability insights to determine readiness for broader rollout.

Communicate release changes to customers, support teams, and stakeholders to ensure alignment and clarity during deployment.

Partner with Product Management to refine release notes, customer-facing documentation, and help-center content for clarity and usability.

Support the adoption of new features by working with support teams on training and ensuring smooth customer transitions.

Requirements

Bachelor's degree is required.

You must have 2-4+ years of experience in product operations, product-adjacent roles, business operations, consulting, customer success, or a similar analytical environment.

You need to demonstrate strong analytical skills with the ability to break down ambiguous problems and uncover root causes systematically.

You must be technically curious and willing to learn SQL or work with data to understand product behavior and validate hypotheses.

You need to be a clear communicator who can translate effectively between technical teams and end users without losing nuance.

You must show a high sense of ownership, reliability, and urgency in driving issues to full resolution.

You should be comfortable partnering closely with product managers and engineers and contributing to product thinking and strategy.

You must be comfortable operating in a regulated industry where quality, compliance, and customer outcomes are critical.

Nice to have

Experience supporting or implementing enterprise SaaS products is preferred.

Exposure to regulated or process-heavy industries such as mortgage servicing, financial services, or healthcare is preferred.

Familiarity with incident management, workflow tools, or customer support platforms is preferred.

Practical notes

This is a full-time role based in New York.

The role requires comfort with regulated environments and a willingness to adhere to strict quality and compliance standards.

Travel is not required, and the position is eligible for remote work arrangements as defined by company policy.

Visa sponsorship may be considered for qualified candidates depending on role and business needs.

Application deadlines are not specified, but early submission is encouraged given the high level of role complexity and required domain alignment.

You will need to pass standard employment screenings as required by law and company policy.

The successful candidate must be able to start within a timeframe that aligns with product release cycles and operational demands.

This role involves close collaboration with cross-functional teams across engineering, compliance, and customer success.

You will be expected to maintain confidentiality and handle sensitive customer data in accordance with company policies and regulatory requirements.

The position supports the long-term vision of building AI-native operating systems for regulated finance, ensuring that product operations scales responsibly.

You will participate in continuous improvement initiatives aimed at refining release processes, documentation, and customer communication.

This role requires resilience and adaptability in a fast-paced environment where product maturity is rapidly evolving.

You will contribute to defining best practices for product operations within the company, establishing playbooks for issue triage and adoption support.

The role provides exposure to AI-driven product features and the opportunity to influence how machine learning capabilities are integrated into mortgage servicing workflows.

You will work with internal tools that enable data-driven decision-making, requiring comfort with analytics and logical problem-solving.

Success in this role depends on your ability to manage multiple priorities while maintaining a high standard of accuracy and communication.

You will be measured by your impact on product quality, customer satisfaction, and the speed of issue resolution.

This position is critical to ensuring that new features are released with minimal friction and that customers derive maximum value from ValonOS.

You will have the opportunity to shape the future of regulated industry software by helping define what world-class product operations look like.

The role is designed for individuals who want deep visibility into how products evolve in production and how that feedback loop drives strategic product decisions.

You will leave a tangible impact on the reliability and usability of a platform that serves enterprise clients in a highly regulated sector.

This is a foundational role for building the product operations discipline at a company that is redefining the economics of mortgage servicing through AI.