Product Operations, Manager at Valon in New York, NY

Job description

About the Company Valon is the leading AI platform for mortgage servicing, building the AI-native operating system for regulated finance. Before providing the system of record that powers the entire industry, we built and ran our own mortgage servicer on it. That gave us a real regulated environment to prove our technology could replace the mainframe systems servicers have used for decades. Carrington acquired that servicer and adopted ValonOS as its core platform, allowing us to focus entirely on scaling our SaaS platform. ValonOS is now on track to power 1 in 6 U.S. mortgages across major mortgage servicers like Newrez, Carrington, and ServiceMac. Every process on the platform is structured and programmable, enabling our AI agents to perform core servicing work, like handling payments, escrow, and homeowner questions, directly within the system's controls. We recently raised a $150 million Series D at a $2.3 billion valuation by new investor Ribbit Capital, with continued support from existing backer a16z, amongst others. 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 Lead , you will operate as a horizontal force across Product, Engineering, and Customer teams. Your role is to design and own the mechanisms, frameworks, and feedback loops that turn real-world usage into durable product insight. Rather than focusing on a single product area, you’ll work across the breadth of ValonOS, identifying cross-cutting patterns and shaping how the company operates, builds, and ships product. This role is ideal for someone who thrives in ambiguity, thinks in systems rather than tickets, and wants to influence product direction through leverage instead of org charts. You’ll be trusted to independently identify the highest-impact problems, define structure where none exists, and drive improvements that raise the bar for product quality, reliability, and customer experience across Valon. Responsibilities Build & Own Scalable Product Operations Systems Design and evolve the core Product Operations frameworks that allow Valon to learn from production at scale, including user acceptance testing, data migration testing, etc. Identify structural gaps in how product insights are captured, prioritized, and acted on, and create durable mechanisms that work across teams and product areas. Operate horizontally across ValonOS, focusing on cross-cutting patterns rather than isolated customer or feature-level issues. Drive Product Quality, Reliability & Release Learning Lead investigation of complex, ambiguous, or recurring issues that span multiple teams, going beyond symptom-level fixes to systemic root causes. Partner with Engineering and FDA to improve issue definition, incident response, and long-term prevention. Own and refine how Valon validates product readiness and learns from releases through alpha testing, rollout feedback, and post-launch analysis. Influence Product Direction Through Insight & Leverage Act as a senior systems-level partner to Product and Engineering, translating real-world usage, operational complexity, and regulatory nuance into clear product implications. Synthesize signals across customers, data, and incidents to surface risks and opportunities that inform roadmap and prioritization decisions. Operate as a force multiplier by creating artifacts, documentation, and processes that raise the bar for product quality and decision-making across the organization. Ideal Background 5-7+ 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 cu