POSITION SUMMARY As a Fintech company where customer experience is central to our success, we're looking for a Product Operations Specialist to bridge the gap between our Cash Out (EWA) product and our customer care operations. Working closely with product managers, you'll become the resident expert on product mechanics and the end-to-end customer journey-surfacing insights, driving readiness, and ensuring community members have a seamless experience from product launch through ongoing support.
The ideal candidate brings strong operational instincts, a data-driven mindset, and genuine empathy for customers. They thrive in fast-moving environments, partner effectively across functions, and are excited to leverage AI to inform and automate critical workflows. This is a Mountain View-based position requiring in-office work 2 days a week. The Mountain View base salary range for this full-time position is $82,000-$100,000, plus equity and benefits. Our salary ranges are determined by role, level, and location.
WHAT YOU'LL DO - Be the voice of the community. Investigate and audit hundreds of support tickets monthly, and continuously surface customer pain points and insights to the product team throughout the development lifecycle.
- Conduct user research. Plan and execute research studies for new features and experiments-including interviews, usability tests, and surveys-synthesize findings, and present actionable recommendations to the product team.
- Drive product launch readiness. Partner closely with Product and PMM to lead cross-functional product launch readiness; prepare customer care teams for new product launches, and experiments. Create feedback channels during testing and launch phases to catch problem areas early, and ensure customer care readiness and compliance.
- Manage transactional communications. Monitor and audit communication performance, track key metrics, and continuously iterate to improve effectiveness. Draft new customer-facing communications (email, push notifications, in-app messaging), partner with Legal and Compliance to secure approvals, and configure them in our CRM tools.
- Build and maintain operational infrastructure. Develop and continuously improve operational playbooks, standard operating procedures, and execution calendars. Educate CX agents on new product features and ensure internal teams are well-prepared for product-driven changes.
- Develop deep product domain expertise. Become the go-to expert on product mechanics, policies, and customer care procedures for your assigned product areas. Audit agent workflows, shadow support sessions, and advise product teams on the feasibility of initiatives throughout the entire product lifecycle.
- Turn insights into action. Partner with Operations and Data Science to identify critical customer insights. Make data-driven recommendations to improve the customer experience, and present analyses and business cases clearly to stakeholders at all levels-from leadership to customer support.
- Build agentic workflows. Leverage AI tools to automate customer anecdote reporting and support critical decision-making across the product and CX teams.
WHAT WE'RE LOOKING FOR - 1+ years of experience in product operations, CX operations, or a customer-facing role at a consumer tech or fintech company.
- Bachelor's, Master's, or PhD, or equivalent industry experience.
- Proven leadership, business acumen, and analytical skills in financial services or a highly regulated industry.
- Ability to manage multiple workstreams simultaneously in a fast-changing environment.
- Strong ability to formulate and present analyses to both technical and non-technical stakeholders (e.g., engineering vs. compliance).
- Excellent collaboration, interpersonal, and communication skills at all levels of the business.
- Highly organized, comfortable leading cross-functional projects, and able to execute with a sense of urgency.
- Tech-savvy, multi-tool power user, and hands-on in execution.
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