Product Operations Senior Associate 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 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, reliability, and urgency in driving issues to full resolution. Comfort partnering closely with product managers and engineers, and contributing to product thin