# Product Operations Senior Associate

**Company:** [Valon](https://hotfix.jobs/companies/valon)
**Location:** New York, NY
**Role:** Product Operations
**Salary:** $107k – $146k/yr
**Experience:** 2+ years
**Skills:** SQL, SaaS, Incident Management, Workflow Tools, Customer Support Platforms, Data Analysis, Product Analytics
**Posted:** 2025-11-24

> Serves as the bridge between customers, product, and engineering for ValonOS, triaging issues, analyzing user behavior via SQL and data, influencing roadmap, and supporting releases and adoption in a regulated fintech environment. Requires 2-4+ years in ops or adjacent analytical roles with strong problem-solving.

## Job Description

## Responsibilities
- Act as the primary interface between customers and R&D, deeply understanding how users interact with ValonOS in production.
- Translate real-world user behavior and feedback into structured insights that directly inform product requirements, prioritization discussions, and roadmap planning.
- Identify patterns in issues, surfacing product gaps and opportunities early to Product Managers.
- Investigate and resolve customer-reported issues—from workflow questions to bugs to SEV 1/2/3 incidents—in tight partnership with Engineering and FDA.
- Validate product functionality across product areas using data, **SQL queries**, logs, and internal tooling.
- Maintain high-quality issue definitions that improve product engineering’s ability to respond quickly and accurately.
- Play a key role in our release process: coordinating alpha testing, collecting usability insights, and ensuring readiness for broader rollout.
- Communicate release changes to customers, support training on new features, and ensure smooth adoption.
- Partner with Product to refine release notes, customer-facing documentation, and help-center content.

## Ideal Background
- **2–4+ years** in product operations, product-adjacent roles, business operations, consulting, customer success, or a similar analytical environment.
- Strong analytical skills with the ability to break down ambiguous problems and uncover root causes.
- Technical curiosity—you’re eager to learn **SQL** or work with data to understand product behavior.
- Clear communicator who can translate between technical teams and end users with ease.
- High sense of ownership, reliability, and urgency in driving issues to full resolution.
- Comfort partnering closely with product managers and engineers, and contributing to product thinking.

## Nice to Have
- Experience supporting or implementing enterprise **SaaS** products.
- Exposure to regulated or process-heavy industries (mortgage servicing, financial services, healthcare).
- Familiarity with incident management, workflow tools, or customer support platforms.

## Benefits
- Competitive salary plus equity, and **401k** plan.
- Comprehensive medical, dental, & vision benefits.
- Commuter benefits.
- Learning & development opportunities.
- Quarterly budgets for team outings.
- Flexible paid time off, sick days, and 11 company holidays.
- 12 weeks paid baby bonding time.

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