Product Operations Specialist

Plaid•San Francisco, CA

About The Position

Plaid's products empower thousands of developers to build the next generation of financial services applications. When developers need help, they rely on our teams to implement, support, and scale their solutions. Our mission is to support our customers quickly and compassionately, keeping their applications running smoothly and their end users happy. By making financial access seamless for developers, we help expand access to financial freedom for millions of people worldwide. 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.

Requirements

Ability to write clear, structured documentation for both technical partners and senior decision-makers.
Proficiency with SQL to pull, join, and analyze operational metrics independently to back up your recommendations with evidence.
Experience in technical support, solutions engineering, implementation, or product enablement where you served as a trusted advisor.
Comfort operating in ambiguous environments—identifying high-impact work independently rather than waiting for direction.
Ability to build strong cross-functional relationships and inspire change using data and clear reasoning.

Nice To Haves

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.

Responsibilities

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.