Product Operations Manager, Talent Experience

Job description

ABOUT MERCOR Mercor's mission is to organize human intelligence to power the AI economy. We're a leading AI data company, building the layer between human expertise and frontier models. Millions of domain experts on the platform are paid over $4 million per day to train frontier AI models. Mercor's APEX benchmark family measures AI's real-world impact on professional work. Mercor Enterprise brings this same infrastructure to Fortune 500 companies: helping companies capture how their best people actually work, translating that expertise directly back into agents. Mercor is creating a new category of work where expertise powers AI advancement. Achieving this requires an ambitious, fast-paced and deeply committed team. You’ll work alongside researchers, operators, and AI companies at the forefront of shaping the systems that are redefining society. Mercor is a profitable Series C company valued at $10 billion. We work in-person five days a week in our San Francisco, NYC, or London offices. ABOUT THE ROLE As a Product Operations Manager on the Talent Experience team, you'll sit at the intersection of Product, Engineering, Operations, and the experts who do the work on Mercor's platform. You'll help experts succeed by running the feedback loop that turns their problems into product changes, owning the tooling and data our specialists work in, and working through the distributed team that is the front line of that loop. You'll own the operational systems that make expert support work at scale - from the tool stack and reporting layer to the cross-functional channels that route each problem to the team that owns it - while serving as the voice of experts inside the Product organization. You'll also own how the work gets done across the team: the processes, the quality bar, and the operating cadence that keep it consistent as scope grows. This is a hands-on, systems-building role for someone who enjoys solving ambiguous problems, working close to the people our platform serves, and fixing the process that produced ten tickets rather than closing the ten tickets. WHAT YOU’LL DO - Own the expert feedback loop: Collect signal from satisfaction surveys, support conversations, and agent transcripts. Categorize it by driver and account, prioritize by volume and severity, get it in front of the people who can act on it, and close the loop back to experts so they know it landed. - Turn support signal into product requirements: Be the channel between the people who talk to experts every day and the people who build for them. Make sure a recurring failure becomes a roadmap item rather than a standing workaround. - Own the data layer for expert experience: Enforce data quality, and make sure the team can get to numbers without waiting on an analyst. Report what moved and why, not just the number. - Run and improve the tool stack: Select, integrate, and administer the tools the team works in - support platform, AI agents, internal admin surfaces, reporting. Measure whether they are actually being used, train the team on them, and retire what isn't earning its place. - Enable the team to run experiments: Set up the data and tooling to test hypotheses across the expert lifecycle - onboarding friction, comms nudges, assessment drop-off - so we change things on evidence and can tell afterward whether it worked. - Drive the Talent Success operation: Work day to day with the distributed team of account-aligned specialists who cover our largest accounts. Set the operating cadence, hold the quality bar, and own the throughput of the support queues as scope grows. WHAT WE’RE LOOKING FOR - Experience: 3+ years in Product Operations, Technical Program Management, Support or CX exposure, Implementation Consulting, or a similar operational role. Experience working or coordinating distributed teams is a strong plus. - Technical Fluency: Familiar with coding agents. Comfortable using SQL without agent assistance. - Ownership: Thrive in ambiguous environments and take ownership from problem definition through execution. Expert-focused, with excellent written and verbal communication - much of this job is making a cross-functional owner care about a problem that isn't theirs yet. - Systems Thinking: Strong project management and cross-functional communication skills. Passion for building repeatable systems rather than one-off solutions, and for fixing problems at the source. - Working Through Others: Comfortable operating across a distributed team spanning time zones - setting a bar, giving direct feedback, and getting things done through people who don't report to you. Location San Francisco (in-office). Benefits - Generous equity grant vested over 4 years - Up to $15k Relocation bonus - $10K housing bonus (if you live within 0.5 miles of our office) - $1.5K monthly stipend for meals - Free Equinox membership - $200 monthly laundry reimbursement - $200 monthly personal wellness reimbursement - Health, Dental, Vision insurance