Product Operations | Customer Setup

Responsibilities

• Provide holistic Product Operations support for the product onboarding experience across program management, customer testing, launch readiness, change management, and iteration.
• Partner with Product, Engineering, Design, Data, CX, Sales, CSM, and Operations to translate customer feedback into crisp requirements, operating plans, and shipped improvements.
• Identify setup and onboarding issues across login, invites, provisioning, multi-entity setup, policies, cards, and first spend.
• Build scalable operating cadences that improve cross-team alignment, release readiness, customer communication, and accountability.
• Use AI to automate processes, improve analysis, and directly ship product or workflow improvements that reduce customer friction.

Requirements

• 3+ years in product operations, product management, program management, consulting, customer success, account management, or a customer-facing analytical role supporting B2B SaaS.
• Experience using data to size opportunities, diagnose root causes, analyze support trends, and measure whether product or operational fixes reduce customer friction.
• Strong customer judgment and ability to understand onboarding, setup, access, identity, or spend-management friction from customer and internal-team perspectives.
• Ability to translate qualitative feedback and cross-functional input into crisp requirements, prioritized action plans, and durable operating processes.
• Comfort working in ambiguous, technically complex areas and driving clarity across Product, Engineering, CX, Sales, CSM, Data, and Operations.
• Strong problem-solving, prioritization, and communication skills, with a bias toward shipping improvements quickly and measuring impact.
• Experience using AI tools to accelerate analysis, workflow automation, enablement, or direct product and process improvements.

Benefits and Compensation

• Flexible PTO.
• Centralized home-office equipment ordering.
• Health and wellness stipend.
• Budget for intra-office travel.
• Weekly coffee stipend.
• 100% medical, dental, and vision insurance coverage for employees in the United States, with partial dependent coverage.
• One Medical annual membership.
• 401(k) with employer match on contributions made while employed.
• Fertility HRA up to $10,000 per year.
• Parental leave of up to 16 weeks for birthing and bonding or 8 weeks for bonding only at 100% pay.
• Pet insurance.
• In-office lunch, snacks, drinks, and other perks.
• Relocation support to NYC or SF as needed.