Team Dynamics & Your Impact Product Operations is an integral part of Customer Engineering and Support (CES). We translate CES leadership priorities into the tools, training, and processes their teams need to successfully support new products, features, and functionality. We partner with Product, Engineering, and Product Marketing to drive alignment before launch and provide continuous feedback to improve our products over time.
In this role, you will own a suite of Plaid products end-to-end as a trusted technical partner. You will have full ownership and independence to identify operational gaps, streamline product readiness, and ensure that our software engineering teams hear and act on critical customer feedback.
What You'll Do (Responsibilities & Impact)- Drive Product Launch Readiness: Identify documentation, tooling, and process gaps before new features launch, resolving issues proactive so customers experience smooth rollouts.
- Empower Internal Teams: Build clear step-by-step guides, troubleshooting workflows, and training materials that enable customer-facing teams to operate independently.
- Bridge Customer Insights to Product Strategy: Analyze frontline feedback using data to quantify customer pain points, representing these needs directly to Product Managers to shape the product roadmap.
- Optimize Cross-Functional Workflows: Fix tooling and process bottlenecks across multiple departments to keep teams aligned and moving efficiently.
- Lead Technical Strategy: Define end-to-end support strategies for assigned products, guiding them from early-stage testing through general availability.
QualificationsWhat You Bring on Day One:- Technical Communication: Ability to write clear, structured documentation for both technical partners and senior decision-makers.
- Data-Driven Analysis: Proficiency with SQL to pull, join, and analyze operational metrics independently to back up your recommendations with evidence.
- Proven Track Record in Customer-Facing Technical Work: Experience in technical support, solutions engineering, implementation, or product enablement where you served as a trusted advisor.
- Self-Directed Problem Solving: Comfort operating in ambiguous environments-identifying high-impact work independently rather than waiting for direction.
- Influence Without Authority: Ability to build strong cross-functional relationships and inspire change using data and clear reasoning.
What You Can Expect to Learn on the Job:- Domain expertise in specialized fintech areas such as credit, payments, and fraud prevention.
- Advanced internal tool development and system customization.
- Methodologies for designing and scaling formal Voice-of-Customer programs alongside Product Management.
Growth & Career Path In this role, you will build deep expertise across Plaid's product line and operational architecture. As you scale your impact, career progression opens doors to Senior Product Operations Leadership, Technical Product Management, Strategic Customer Engineering, or Operations Management across the broader engineering organization.
Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
