BUILDER PRODUCT OPERATIONS
Location: On-site, SF / Santa Clara (minimum 2 days per week in Santa Clara until SF office opens in late Q4 / early Q1; occasional travel thereafter)
COMPENSATION:
- Salary range $150K-$210K/yr DOE + equity
- Full benefits package
Overview
You'll be a part of the day-to-day and strategic operations behind product and customer experience. This role owns the rhythms, policies, and cross-functional execution that accelerate onboarding, enhance service quality, and turn customer insights into scalable systems, all while ensuring delivery on time, budget, and quality.
What You'll Do
- Master the Product: Quickly gain deep expertise across all modules to serve as the internal authority.
- Lead Operations: Define and implement policies, SOPs, and controls across onboarding, delivery, and support.
- Drive Accountability: Establish operating cadences (weekly/monthly/quarterly), set OKRs/KPIs, and ensure target achievement.
- Optimize Processes: Streamline onboarding and adoption workflows to reduce time-to-value and boost utilization.
- Bridge Gaps: Implement short-term ops hacks to solve product gaps while defining long-term handoffs.
- Collaborate Cross-Functionally: Partner with Product, Engineering, Sales, CS, and Marketing to resolve friction and improve handoffs.
- Plan & Allocate Resources: Forecast demand, manage budgets, and align people, processes, and technology to priorities.
- Champion the Customer: Translate feedback and data into actionable insights for Product and Engineering.
- Leverage Data: Build dashboards (TTV, NPS, SLAs, cost per customer, etc.), run ad-hoc SQL analyses, and convert insights into execution.
- Manage Vendors & Tools: Select, negotiate, and oversee vendors supporting onboarding, analytics, and knowledge management.
- Ensure Compliance: Partner with internal teams to uphold data, security, and continuity standards.
Who You Are
- Product-Savvy Operator: Rapidly grasps complex systems and delivers customer value.
- Customer-Centric Leader: Designs scalable processes that elevate experience and impact.
- Creative Problem Solver: Balances fast ops hacks with lasting operational solutions.
- Data-Driven Communicator: Translates insights into clear, confident decisions.
- Trend-Aware Thinker: Anticipates shifts in AI and revenue-tech to guide readiness.
Qualifications
- Bachelors in Economics, Business, Operations, or related field (or equivalent experience).
- 5-10 years in product operations, consulting, investment banking, or related roles (preferably B2B SaaS or AI).
- Proven track record of turning complex products and feedback into scalable processes.
- Strong analytical and communication skills; proficient with BI tools and SQL.
- Experience thriving in fast-moving, high-growth environments.