Product Operations Lead

Job description

ABOUT THE COMPANY Valon is building the AI-native operating system for regulated finance, starting with mortgage servicing. We're a Series C company backed by a16z, transforming industries that others have written off as too complex to innovate. Rather than build on top of broken legacy systems, we took a different approach: we built and operate our own mortgage servicing business managing $110+ billion in loans. This wasn't the end goal, it was how we deeply understood the complexity needed to build software that actually works in regulated industries. The results speak for themselves. We've transformed mortgage servicing from a 0% margin business into 60%+ margins while dramatically improving customer experience. Major enterprise contracts are now deploying across the industry. ValonOS is our unified platform that makes every process structured and programmable and it is perfectly positioned for the AI era. When everything flows through one system with rich data, AI agents don't just automate tasks, they continuously improve entire operations. Mortgage servicing is just the beginning of our vision to transform regulated industries and beyond. ABOUT THE ROLE Valon is rolling out its AI-powered platform to enterprise clients operating in a highly regulated, operationally complex industry. We are building a dedicated Product Operations function that ensures customers have a seamless, reliable, and intuitive experience with ValonOS during and after implementation. As a Product Operations Lead, you will operate as a horizontal force across Product, Engineering, and Customer teams. Your role is to design and own the mechanisms, frameworks, and feedback loops that turn real-world usage into durable product insight. Rather than focusing on a single product area, you’ll work across the breadth of ValonOS, identifying cross-cutting patterns and shaping how the company operates, builds, and ships product. This role is ideal for someone who thrives in ambiguity, thinks in systems rather than tickets, and wants to influence product direction through leverage instead of org charts. You’ll be trusted to independently identify the highest-impact problems, define structure where none exists, and drive improvements that raise the bar for product quality, reliability, and customer experience across Valon. RESPONSIBILITIES Build & Own Scalable Product Operations Systems - Design and evolve the core Product Operations frameworks that allow Valon to learn from production at scale, including user acceptance testing, data migration testing, etc. - Identify structural gaps in how product insights are captured, prioritized, and acted on, and create durable mechanisms that work across teams and product areas. - Operate horizontally across ValonOS, focusing on cross-cutting patterns rather than isolated customer or feature-level issues. Drive Product Quality, Reliability & Release Learning - Lead investigation of complex, ambiguous, or recurring issues that span multiple teams, going beyond symptom-level fixes to systemic root causes. - Partner with Engineering and FDA to improve issue definition, incident response, and long-term prevention. - Own and refine how Valon validates product readiness and learns from releases through alpha testing, rollout feedback, and post-launch analysis. Influence Product Direction Through Insight & Leverage - Act as a senior systems-level partner to Product and Engineering, translating real-world usage, operational complexity, and regulatory nuance into clear product implications. - Synthesize signals across customers, data, and incidents to surface risks and opportunities that inform roadmap and prioritization decisions. - Operate as a force multiplier by creating artifacts, documentation, and processes that raise the bar for product quality and decision-making across the organization. IDEAL BACKGROUND - 5-7+ years in product operations, product-adjacent roles, business operations, consulting, customer success, or a similar analytical environment. - Strong analytical skills with the ability to break down ambiguous problems and uncover root causes. - Technical curiosity—you’re eager to learn SQL or work with data to understand product behavior. - Clear communicator who can translate between technical teams and end users with ease. - High sense of ownership, reliability, and urgency in driving issues to full resolution. - Comfort partnering closely with product managers and engineers, and contributing to product thinking. Bachelor’s degree required. NICE TO HAVE - Experience supporting or implementing enterprise SaaS products. - Exposure to regulated or process-heavy industries (mortgage servicing, financial services, healthcare). - Familiarity with incident management, workflow tools, or customer support platforms. BENEFITS - Compensation: competitive salary plus a meaningful stake in the company via equity, and 401k plan. NB: The base salary range provided encompasses multiple levels and will be based on a combination of past experience and interview performance. - Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits - Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient - Grow together: Company wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360 degree feedback - Play together: quarterly budgets for team and company outings. Use it for team swag, cooking classes, or team dinners! - Generous time off: flexible paid time off, sick days, and 11 company holidays - Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid so you can focus your energy on your newest addition Throughout the interview process, please remember that emails will only be from valon.com http://valon.com email addresses. We will never ask for any personally identifiable information during the interview process itself. Please reach out to talent@valon.com if you have any requests to verify the authenticity of an outreach. Valon is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Valon makes hiring decisions based solely on qualifications, merit, and business needs at the time.