Product Operations

Ambrook•New York, NY

9d•$112,000 - $215,000•Remote

About The Position

The product operations team at Ambrook closes the gap between what the product does and what our customers experience. As we’ve grown our customer base from 100 to 8,000 in 24 months, we’ve written and re-written the playbook on how we serve our customers, what they need to be successful, and which parts of the product cause the most friction. We’ve partnered with product to test, iterate, and share feedback on how our customers use the product. As we prepare for our next phase of growth, we’re hiring a team of operators to help build the engine that can craft a scalable customer experience and that can find, derisk and launch new parts of the business. You’ll own a slice of the customer experience, and use each interaction to find new ways to serve our customers and identify opportunities to better serve them. This means identifying and shipping small fixes yourself, prototyping agentic workflows with customers, or building internal processes that scale the team. The team is an incubator for new opportunities while solidifying the things we’ve proven work well. This role gives the team a wide portfolio of projects. Operators will spend the first few months building and automating before identifying and owning entire parts of the business that scale. You’ll get your hands dirty (literally) by building alongside customers, and selecting the opportunities that scale. While we’re hiring individuals across multiple levels, we want folks that have high agency, are excited to proactively identify and solve problems, and value ownership over a problem space.

Requirements

Strong customer empathy: you care about the types of customers we serve and can build the kind of relationships that uncover unmet needs.
Ownership: you can take projects from idea to completion independently by proactively finding gaps and closing them, pulling in the right team members to support.
Systems thinking: you can piece together qualitative and quantitative data and contextualize it within the system you’re operating to properly identify gaps and find the right-sized solution.
Agency: you’ve owned ambiguous problems and outcomes, and know how to unblock yourself to make progress.
Builder mentality: you enjoy being in the weeds and building yourself, and see every customer interaction as a way to deeply understand what problems to solve. You use AI to automate yourself and create leverage for yourself and the team.
Outcome orientation: you value outcomes over title, and are comfortable identifying and solving problems without a clear path of what’s been done before.
Technical or operational spike: you bring unique experience in technical depth (data, AI, or accounting / finance), product and design, or process building.

Nice To Haves

Ramp on Ambrook's product, customers, and accounting domain by taking support shifts, joining onboarding calls, and supporting customer work.
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Responsibilities

Take ownership of a slice of the customer experience and start delivering it directly.
Combine quantitative signals with what you hear from customers to decide where your attention will have the most leverage.
Ship your first papercut fix or process improvement end to end.
Own an ambiguous, important outcome end-to-end and what product, process, or people changes you need to move the needle.
Run experiments to identify what works and what doesn’t, and build automated systems to scale yourself when you find something that works.
Prototype agentic workflows with customers or test interventions that increase value per customer.
Launch automations internally that improve the customer experience by focusing human time on high-value interactions.
Influence product and engineering by building evidence for what’s valuable to customers and advocating for changes you’ve prototyped.
Define the vision, metrics, and operating principles for the slice of the business you own.
Grow existing customer revenue by validating and launching new opportunities with existing customers, including adoption of agentic workflows.
Increase the value customers get from Ambrook by driving usage of core workflows that improve retention and engagement.
Operate from strategy to details by setting direction while staying close to customers, data, and the customer reality.
Build and scale new processes, tools, and solutions that automate what’s working and help focus on running the next experiment to decide what to scale.