Technical Operations Manager

Modernize Home Services

4h • $85,000 - $100,000 • Remote

About The Position

Modernize Home Services is seeking a Tech Ops Associate to join the 360 Finance engineering organization. In this position, you will serve as the operational layer between business teams (account management, lender operations, customer support) and engineering. You will own day-to-day platform configuration, production support triage, lender budget monitoring, and operational reporting. You are process and data-driven with great attention to detail. Using your analytical skills, you will dig into issues, resolve them independently where possible, and escalate with context when engineering involvement is required.

Requirements

• 3+ years in technical operations, production support, or data operations — preferably in fintech, lending, or SaaS
• Proficiency and comfort using AI tools to help scope analyses, troubleshoot data issues, and diagnose operational problems
• Comfort navigating admin tools, internal platforms, and CRM systems (Salesforce experience a plus)
• Experience with BI/reporting tools (Tableau, ThoughtSpot, Excel) for building and maintaining operational dashboards
• Strong analytical and problem-solving skills; able to dig into data to identify root causes
• Strong written communication skills — documenting procedures, writing runbooks, updating stakeholders
• Ability to read application logs and error messages at a surface level to perform triage (not expected to write code)
• Organized and detail-oriented; comfortable working from a ticket queue and maintaining SLAs
• Self-motivated with the ability to learn new systems quickly and operate independently once trained
• Comfortable challenging others directly when processes aren't being followed or requests lack required information

Nice To Haves

• Experience in home improvement, lending, or financial services platforms
• Understanding of lending compliance standards and vulnerable population requirements
• Familiarity with lender integration workflows and API-driven platforms
• Experience with Postman or similar API testing tools for basic troubleshooting
• Exposure to Agile/Scrum methodologies

Responsibilities

• Configure and enable new lenders and contractor clients on the platform including setting up lender-specific rules and client accounts, and validating the integration before go-live
• Maintain lender-specific trade mappings and offer configurations — updating mappings as lenders add or remove trade categories, and keeping offer terms (rates, caps, eligibility) in sync with lender changes to prevent stale configurations
• Monitor production application health — identify stuck applications, error states, and status anomalies
• Apply known-fix runbook resolutions: retries, status resets, resubmissions
• Process project status changes, loan amount adjustments, refunds, and cancellations per documented business rules
• Investigate and resolve account/authentication issues (password resets, email delivery failures)
• Escalate true application bugs to engineering with documented reproduction steps
• Coordinate with Call Center team to ensure weekend/off-hours issues are ticketed for Monday triage
• Review delayed funding against lender SLAs weekly; flag projects stuck awaiting or delayed in disbursement (funding-complete or pending-funding status)
• Review lending health indicators such as approval rates, funding turnaround time, and decline reasons to monitor service quality
• Surface opportunities to account management and lender ops such as geographies with unfulfilled budget, and clients with low platform usage so they can act on them.
• Support ad hoc data pulls for account management, lender ops, and leadership
• Use SQL to troubleshoot data discrepancies and answer operational questions
• Support reporting needs by coordinating data validation with the analysts and product team
• Document SOPs for all repeatable tasks; build and maintain production support runbooks
• Identify patterns in incoming requests that indicate systemic issues or tooling gaps
• Strategize process improvements that reduce manual work and support business scaling

Benefits

• health care benefits
• retirement benefits
• paid days off (paid sick leave, parental leave, paid time off, or vacation benefits)
• any other tax-reportable benefits
• performance bonus or commission
• equity in the form of restricted stock units

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed