Senior Product Manager, Product Operations

Possible Finance•Seattle, WA

5h•$182,750 - $215,000•Hybrid

About The Position

At Possible, we're building financial products that help everyday Americans improve their financial health. But great products only matter if they work reliably — and when something goes wrong, how fast and effectively we respond defines the customer experience just as much as the features we ship. Our Product Operations team is newly formed and purpose-built to own that challenge. We're the first line of defense when issues arise, and the team responsible for making sure they happen less often in the future. We own the internal tooling our operations team depends on, the AI-powered support agent that handles customer inquiries, the incident management process that keeps the product running smoothly, and the remediation systems that resolve issues at scale. This team exists because Possible reached an inflection point: we've grown to the point where operational excellence can't be a side job distributed across product teams — it needs a dedicated team with dedicated product leadership. You'll work with a dedicated EM and a team of engineers who are already in place and ready to build. The mandate is clear: reduce the operational burden on the rest of the organization, improve the customer experience when things go wrong, and invest in the tooling and automation that prevents issues from reaching customers in the first place. As the Senior Product Manager for Product Operations, you'll own the products and systems that keep Possible running for our customers and our internal teams. This is a role for someone who finds deep satisfaction in making things work better — and who understands that the unglamorous work of incident management, internal tooling, and operational automation has an outsized impact on customer trust and organizational velocity. In your first months, you'll bring structure to how Possible handles incidents and bugs — standing up triage processes, defining SLAs, and creating clear escalation paths so that the right issues get to the right people at the right speed. Today, too many incidents land on engineers and PMs who should be focused on building; you'll change that. You'll own IAM, the internal platform our operations associates use every day to service customer accounts. This is the most critical system in your portfolio — you'll drive near-term improvements that make ops associates faster and more effective, while building toward a longer-term modernization that reimagines what the tool can be. You'll also own Max, our AI-powered customer support agent. Max is already live handling email inquiries, and you'll improve its effectiveness while scaling it into live chat — launching Possible's first real-time customer support channel. And you'll build the remediation tooling and automation that lets the ops team resolve known issue patterns at scale, without pulling in engineering. This role reports to the Director of Product and sits at the intersection of product, engineering, and operations. You'll be the person who understands the customer experience deeply enough to know what's breaking, technical enough to help diagnose why, and operationally minded enough to fix it systemically rather than one ticket at a time.

Requirements

Operational product ownership experience. You've owned internal tools, operational systems, or support platforms as a product manager — not just contributed to them. You understand the craft of building products for internal users where success is measured in operational efficiency and issue resolution, not feature engagement.
Process design and incident management instincts. You bring order to chaos. You've designed operational workflows, defined SLAs, and built escalation paths. You see a messy process and you can't help but fix it — not with documentation alone, but with systems and tooling that enforce the right behavior.
Strong analytical skills and metrics orientation. You live in operational metrics — resolution time, issue volume, escalation rate, automation coverage. You're comfortable instrumenting systems, building dashboards, and using data to decide what to fix next and prove that it worked.
High ownership and bias for action. When something breaks, you run toward it. You operate with urgency on active issues while simultaneously investing in the prevention and automation that reduces future fire volume. You don't wait for things to be assigned to you.
Technical fluency and curiosity about creating leverage via AI. You understand how products work end-to-end — not just the UI, but the underlying systems, data flows, and failure modes. You can partner with your EM to triage incidents effectively: reading logs, querying data, understanding where in the stack something broke. You're also deeply curious about how AI and new technologies can be applied to operational tooling and customer support to create step-change improvements.
Comfort working across engineering, ops, and support. You're the connective tissue between the engineering team building tooling and the ops team using it. You deeply understand ops workflows, translate those needs into product requirements, and maintain trust with non-technical stakeholders who are often frustrated by tooling gaps.

Nice To Haves

Experience with AI-powered support or conversational AI products. You've worked with AI support agents, chatbot platforms, or similar systems and understand concepts like resolution rate, handoff logic, and conversation quality.
Experience building or modernizing legacy internal tools. You've navigated the "enhance while you rebuild" challenge — keeping the lights on while driving toward a new architecture. You know how to earn trust with users by shipping quick wins while building toward a bigger vision.
Fintech or financial services ops experience. Familiarity with the operational complexity of consumer financial products — compliance constraints, money-movement implications of errors, regulatory remediation — would accelerate your ramp, but strong operational product instincts transfer across domains.