Product Operations Associate

Valon Mortgage, Inc.•New York, NY

73d

About The Position

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 Associate, you'll sit at the intersection of Product, Engineering, and our customers-giving you end-to-end visibility into how the product is built, released, and adopted in the real world. You will be the eyes and ears of the Product organization, translating live customer usage into insights that meaningfully shape our roadmap, quality standards, and release strategy. This is a high-impact, high-ownership role for someone who wants to work closely with product managers and engineers, influence product direction, and help build the foundation of a world-class customer-facing product organization. You'll combine analytical problem-solving, product sense, and empathy for users to ensure that ValonOS delivers at scale.

Requirements

2-4+ 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.

Nice To Haves

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.

Responsibilities

Act as the primary interface between customers and R&D, deeply understanding how users interact with ValonOS in production.
Translate real-world user behavior and feedback into structured insights that directly inform product requirements, prioritization discussions, and roadmap planning.
Identify patterns in issues, surfacing product gaps and opportunities early to Product Managers.
Investigate and resolve customer-reported issues-from workflow questions to bugs to SEV 1/2/3 incidents-in tight partnership with Engineering and FDA.
Validate product functionality across product areas using data, SQL queries, logs, and internal tooling.
Maintain high-quality issue definitions that improve product engineering's ability to respond quickly and accurately.
Play a key role in our release process: coordinating alpha testing, collecting usability insights, and ensuring readiness for broader rollout.
Communicate release changes to customers, support training on new features, and ensure smooth adoption.
Partner with Product to refine release notes, customer-facing documentation, and help-center content.

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