Product Operations Manager

About the Job

As Product Operations Manager, you will build and run the operating layer between Splitero's product and engineering teams and the operations organization that supports them. Reporting directly to the VP of Product & Engineering, this new role addresses a measurable opportunity across the product, engineering, and operational lifecycle by supporting clear delivery and serving as a voice in the early- and late-stage feedback loop. Supporting an operations team of 100+ staff and thousands of homeowners a month, you'll inherit a foundational intake workflow, triage, deployment, and release process to identify and build the missing layers on top. You will collaborate with operational stakeholders to define an enablement program that ensures features land rather than just ship. You will support engineering and product leads in building the measurement loop that triages bug reports and operational requests, brings in the right stakeholders, defines the best next steps, and turns feedback into actionable roadmap input.

At Splitero, we move fast, and the ideal candidate thrives in that environment. You are someone with the operational chops to design systems and the spine to enforce them. This role fits people coming from technical program management, solutions, or support engineering, as well as PMs who grew up with support-heavy products. With exposure to product and operations teams, you can surface the right data to the right stakeholders, measure impact quickly, and make the right decisions to keep teams moving forward.

Responsibilities:

Triage & Product Support

• Own first-line review of inbound bug reports and operational issues: reproduce, investigate, validate, and gather context before anything reaches a PM or engineer.
• Filter out false positives and work-as-designed reports; route validated issues to engineering with complete, well-formed tickets.
• Assemble fast fact bases for material issues (scope, duration, affected records) to support PM/director impact decisions.
• Meet and report on response-time SLAs to operations; speed is a core deliverable of this role.

Enablement Partnership & Knowledge Base

• Build and run a product enablement program to support the operations org. Cover release training, documentation, change communications, and adoption follow-up with operational stakeholders.
• Own the distinction between shipped and landed. Verify adoption after launch and close gaps at the source with support from analytics and engineering teams.
• Convert recurring false-positive and confusion patterns into targeted training interventions and provide actionable feedback to the product and engineering teams to enhance internal and external user experiences.

Measurement & Feedback Loop

• Instrument the intake system: every report categorized (bug/training gap/product gap/config), trended, and published.
• Support confirming the definition-of-done gates in the release process: tracking requirements, enabling readiness, and monitoring new features throughout the release phases.
• Deliver recurring feedback reports that feed roadmap planning. In this role, you are the systematic voice of the field of internal users, partners, and homeowners using our platform.

Process & Tooling

• Extend the existing project management tools and workflows for intake, triage, and enablement layers. Evaluate and build on the rails already in place while looking at what future success looks like.
• Run product team operating cadences tied to delivery: QBR preparation, delivery handoffs, and roadmap tooling.
• Design the function to scale. Documented, measurable, and ready to split into dedicated support and enablement roles as the company grows.

Reporting Structure:

• Reports directly to the VP of Product & Engineering.
• No direct reports for this role.
• Works with product directors, the QA team, engineering stakeholders, and production managers.

About You

• 5–8 years across product operations, product management, technical program management, and/or product support.
• Strong technical experience within a SaaS organization. You can ask the right questions to better understand reported issues, triage them, and clearly assess urgency across product and operational conversations.
• You've stood up at least one function or process from scratch at a scaling company and can describe what you'd do differently and why.
• Investigative instincts: comfortable reproducing issues, reading workflows, and separating "broken" from "misunderstood". 
• You are technical enough to be credible with engineers within the Salesforce ecosystem or the open-source ecosystem of Node/React/Next/Postgres (or similar).
• Experience driving adoption or enablement with non-technical audiences; you understand that communication shipped does not equal a behavior change.
• Data-fluent: you instinctively count things, trend them, and use them to gain alignment on cross-functional teams.
• Diplomatic spine: you have a track record of saying "not yet" to directors and "that's not a bug" to operations with clear reasoning and next steps. You can do both while maintaining strong levels of trust and accountability.
• Track record at a startup or growth-stage company; comfortable with ambiguity and a role you'll partly define as process is further refined and solidified.

Preferred:

• Experience in fintech, lending, or another operations-heavy regulated business.
• Experience with ClickUp or similar work-management platforms as an admin/process designer.
• Experience building triage, escalation, or support processes with SLAs.
• Salesforce experience and/or certifications in administration, engineering, or product management.
• Prior PM experience, enough product judgment to know what to escalate and what to absorb.

The salary range for this position is $130,000 - $160,000. Within the range, individual pay is determined by job-related skills, experience, and relevant education or training.

About Us

Millions of homeowners in today’s economy are sitting on substantial home equity they are unable to access due to rising interest rates and strict qualification requirements of traditional lenders. That means millions of homeowners can’t convert their hard-earned equity into cash to pay off debt, start a home renovation, or pad their retirement to better their lives.

Splitero co-founders Michael Gifford and David Zvaifler witnessed the problem firsthand throughout their real estate careers. They set out to create a win-win product that could help those homeowners access their home equity but not make monthly payments like traditional financing options. And thus, Splitero was born.

As part of our team, you will join our quest to revolutionize the real estate industry while helping families in need. We offer a suite of benefits designed to help you thrive in all areas of life.

• Fully Remote Team - Our remote-first culture allows us to hire the best people, regardless of location.
• OneTeam Culture - We foster a culture of transparency, innovation, and inclusivity, where every voice is heard and every team member is valued. We believe in celebrating our successes, doing the right thing, and helping each other so we grow as a team and as individuals. 
• Generous Resources - We want to ensure you are set up to do your best work. In addition to a solid tech stack, and access to any WeWork location, you will receive a monthly cell and internet stipend.
• Premium Healthcare - We offer comprehensive healthcare plans for you and your family, which employees are eligible for on their first day.
• Flexible PTO and Parental Leave - We offer a generous PTO and encourage employees to take time off to recharge. We're proud to offer a parental leave policy that allows you to welcome your new addition without worry.

We are a workforce composed of individuals with diverse backgrounds, abilities, minds, and identities. In keeping with our commitment to inclusion, we will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodations are required when applying, interviewing, or performing the essential functions of this position, please contact People Operations, at [email protected].