Product Operations Manager

Job description

**Location:** New York, NY (Hybrid) | **Experience:** 4+ Years | **Reports To:** Head of Product **ABOUT CLARITYPAY** At ClarityPay, we're redefining the point-of-sale credit market to bring more value to merchants. Based in NYC and Atlanta, our fast-growing fintech empowers large merchants with configurable “Pay-Over-Time” tools— including monthly installments, BNPL, and revolving products. We solve complex credit challenges with speed, precision, and intelligence—combining deep expertise with advanced tech to deliver better outcomes, every time. Our clients rely on us to help them serve their customers, grow, and build loyalty. Our values guide everything we do: we put merchants first, stay data-driven, always know the why, learn relentlessly, and win together as a team. This clarity of purpose fuels our commitment to delivering exceptional customer experiences at speed and scale. **THE ROLE** As ClarityPay's Product, Platform Monitoring & Support Manager, you sit at the center of three interconnected functions: monitoring the health of our lending platform daily, triaging and resolving escalated product support issues, and building the operational infrastructure that keeps both running smoothly as we scale. This is not a passive reporting role and it is not a traditional support role. You are both the company's early-warning system and its first line of defense when something goes wrong. You'll own the metrics, own the escalation process, and own the relationship between product health and customer experience — surfacing what leadership needs to know and making sure issues that reach our borrowers and merchant partners get resolved fast. You'll work across Engineering, Product, Credit Risk, Operations, and external partners — with a direct line to the CEO. If you're someone who can hold the big picture and the details at the same time, who gets satisfaction from building order out of ambiguity, and who communicates with confidence under pressure, this role was built for you. **WHAT YOU'LL OWN** **Platform Monitoring** • Daily tracking of loan lifecycle KPIs: application volume, approval rates, funding rates, repayment success, delinquency, and collection outcomes • Monitor for product, integration, and configuration changes across the platform — flag deviations before they compound • Build and maintain the daily/weekly reporting rhythm for the CEO and senior leadership, with clear signal-to-noise discipline and actionable summaries • Own our monitoring dashboards (Databricks, QuickSuite, or equivalent) — ensuring they are accurate, trusted, and actually used • Maintain a structured log of platform events, anomalies, and resolutions to support compliance, institutional knowledge, and post-mortems **Product Support** • Serve as the escalation point for complex or high-impact product issues raised by borrowers, merchant partners, or internal teams • Own the support triage process: categorize, prioritize, and route issues to the right owner — Engineering, Operations, Credit Risk, or Compliance • Build and maintain internal support playbooks, FAQs, and escalation runbooks so the team can resolve issues consistently without reinventing the wheel each time • Identify recurring support themes and translate them into product improvement opportunities — closing the loop between support signal and product action • Partner with Operations and Customer Experience on support tooling, workflows, and quality standards, ensuring a consistent and high-quality experience for borrowers and merchant partners **Cross-Functional Coordination** • Act as the connective tissue between product, engineering, and operations when platform issues or support escalations require cross-team response • Track vendor and servicer performance against SLAs — escalate data integrity issues, sync lags, or partner failures before they affect the portfolio • Contribute to incident response and post-mortem processes, ensuring learnings get built back into monitoring and support infrastructure **WHAT YOU'LL BRING** • 4+ years of experience in fintech, consumer lending, or financial services — in a role touching product operations, platform health, customer support, or analytics • Working knowledge of the lending lifecycle: origination, underwriting, funding, servicing, and collections • Experience managing or triaging customer or partner support issues — you know how to stay calm, communicate clearly, and drive resolution under pressure • Strong SQL skills; comfort pulling your own data and building your own analyses without waiting for a data team • Experience with BI or monitoring tools (Databricks, QuickSuite, Looker, Tableau, or similar) — you can build and maintain dashboards, not just read them • Analytical rigor paired with communication clarity — you can distill complex platform data into a clear story for executive audiences • A detective's mindset: you don't just report that a number moved, you figure out why — and then you fix the system so it doesn't happen again • Comfort operating in ambiguity at a startup — you build the playbook as you go **NICE TO HAVE** • Experience at a BNPL, installment lending, or POS financing company • Familiarity with loan origination systems (LOS), servicing platforms, or credit decisioning engines • Exposure to compliance-adjacent monitoring (TILA, Fair Lending, Reg Z implications of product changes) • Experience with support tooling (Zendesk, Intercom, Salesforce Service Cloud, or similar) • Python or scripting experience for monitoring automation **WHAT WE OFFER** • Direct visibility to the CEO and leadership team from day one • The rare opportunity to build two functions — monitoring and support — not inherit them • Competitive compensation: $100,000 – $140,000 based on experience • Equity participation • Health benefits, 401(k), and flexible PTO • Hybrid work environment based in NYC • A mission-driven culture that moves fast, values data, and wins together ClarityPay is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.