About the role

Role Overview

As a Product Operations Manager at Blend, you will build and operationalize a single “front door” for strategic home lending account requests. Today, requests flow to the product team through many fragmented channels (e.g., Slack, CSM notes, Asana, Jira, and Premier Support tickets) with inconsistent triage and status tracking.

You’ll design the intake, triage, prioritization, and release visibility process—so client requests are captured once, documented well, prioritized deliberately, and tracked through the release pipeline to delivery. You’ll also drive adoption across Product, Customer Success, and Premier Support, ensuring clients receive a consistent story from request through release notes.

Responsibilities

Design and stand up intake & triage for strategic-account product requests, including Premier Support break/fix asks; drive adoption across CSMs, Premier Support, and Product.
Define the working model between Premier Support specialists and Product (routing, ownership, and how status flows back).
Create a single source of truth consolidating scattered requests and requirements currently in CSM notes, Asana, Jira, and Slack; retire redundant channels.
Stand up release-pipeline tracking for committed requests (Jira status, target release, delivery dates per account) and communicate updates and slips to internal teams and clients.
Group requests into themes to enable roadmap-level conversations instead of one-off negotiations.
Attend recurring strategic-account meetings and onsites as the product team’s operational representative (travel required).
Coach CSMs on requirements quality and enforce the intake standard as the process scales.
Report to product leadership on request volume, themes, aging, and release status, and iterate the process based on data.

Key Partnerships

Home lending product leadership (reporting relationship)
Customer Success Managers and Premier Support specialists (strategic accounts)
Product management leadership (prioritization and roadmap alignment)
Product owners and engineering leads (release planning, target dates, release notes)
Product operations / delivery leads (program dependencies)

Requirements

Background in product operations, support, professional services, or delivery consulting for enterprise software.
Mortgage industry experience required.
Ability to build processes from scratch and drive cross-team adoption outside your direct reporting line.
Experience driving ongoing and iterative process improvement.

About Blend

Blend provides a cloud banking platform used by large financial institutions and many other financial services firms. Its software helps customers acquire more customers, increase productivity, and deliver end-to-end digital experiences, including processing billions of dollars in loans per day. The company operates in the fintech/cloud banking and home lending ecosystem.