Product Operations Senior Associate

ABOUT THE COMPANY Valon is building the AI-native operating system for regulated finance, starting with mortgage servicing. We're a Series C company backed by a16z, transforming industries that others have written off as too complex to innovate. Rather than build on top of broken legacy systems, we took a different approach: we built and operate our own mortgage servicing business managing $110+ billion in loans. This wasn't the end goal, it was how we deeply understood the complexity needed to build software that actually works in regulated industries. The results speak for themselves. We've transformed mortgage servicing from a 0% margin business into 60%+ margins while dramatically improving customer experience. Major enterprise contracts are now deploying across the industry. ValonOS is our unified platform that makes every process structured and programmable and it is perfectly positioned for the AI era. When everything flows through one system with rich data, AI agents don't just automate tasks, they continuously improve entire operations. Mortgage servicing is just the beginning of our vision to transform regulated industries and beyond. ABOUT THE ROLE Valon is rolling out its AI-powered platform to enterprise clients operating in a highly regulated, operationally complex industry. We are building a dedicated Product Operations function that ensures customers have a seamless, reliable, and intuitive experience with ValonOS during and after implementation. As a Product Operations Senior Associate, you’ll sit at the intersection of Product, Engineering, and our customers—giving you end-to-end visibility into how the product is built, released, and adopted in the real world. You will be the eyes and ears of the Product organization, translating live customer usage into insights that meaningfully shape our roadmap, quality standards, and release strategy. This is a high-impact, high-ownership role for someone who wants to work closely with product managers and engineers, influence product direction, and help build the foundation of a world-class customer-facing product organization. You’ll combine analytical problem-solving, product sense, and empathy for users to ensure that ValonOS delivers at scale. RESPONSIBILITIES Be the Product Team’s Frontline Partner - 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. Triage, Troubleshoot & Drive Product Quality - 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. Support Product Releases & Adoption - 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, reliabili