Manager of Product Operations

Role overview

As Manager of Product Operations at Valon Mortgage, you will help ensure a seamless and reliable customer experience during and after AI platform implementation. Working closely with Product, Engineering, and Customer teams, you will design cross-team mechanisms that convert real-world usage into durable product insights.

Key missions

• Design and own mechanisms, frameworks, and feedback loops that turn real-world usage into actionable product insight.
• Identify structural gaps in how product insights are captured, prioritized, and acted on; create durable mechanisms that work across teams and product areas.
• Lead investigations into complex, ambiguous, or recurring issues spanning multiple teams—moving from symptom fixes to systemic root causes.

Profile / requirements

• 4–7+ years in product operations or product-adjacent roles (e.g., business operations, consulting, customer success) in an analytical environment.
• Strong analytical skills: ability to break down ambiguous problems and uncover root causes.
• Comfortable partnering with Product Managers and Engineers and contributing to product thinking.
• High sense of ownership, reliability, and urgency to drive issues to full resolution.
• Clear communicator who can translate between technical teams and end users.
• Thrives in ambiguity; thinks in systems rather than tickets.
• Technical curiosity, including willingness/ability to learn SQL or work with data to understand product behavior.
• Experience supporting or implementing enterprise SaaS.
• Exposure to regulated or process-heavy industries (mortgage servicing, financial services, healthcare).
• Familiarity with incident management, workflow tools, or customer support platforms.

Nice-to-haves

• Direct experience designing or running incident/process feedback loops.
• Hands-on data work to analyze product behavior and quality signals.