Job description

We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Seattle, Washington D.C., Raleigh, London, and Amsterdam. About Plaid & Our Mission Plaid's products empower thousands of developers to build the next generation of financial services applications. When developers need help, they rely on our teams to implement, support, and scale their solutions. Our mission is to support our customers quickly and compassionately, keeping their applications running smoothly and their end users happy. By making financial access seamless for developers, we help expand access to financial freedom for millions of people worldwide. Team Dynamics & Your Impact Product Operations is an integral part of Customer Engineering and Support (CES). We translate CES leadership priorities into the tools, training, and processes their teams need to successfully support new products, features, and functionality. We partner with Product, Engineering, and Product Marketing to drive alignment before launch and provide continuous feedback to improve our products over time. In this role, you will own a suite of Plaid products end-to-end as a trusted technical partner. You will have full ownership and independence to identify operational gaps, streamline product readiness, and ensure that our software engineering teams hear and act on critical customer feedback. What You’ll Do (Responsibilities & Impact) - Drive Product Launch Readiness: Identify documentation, tooling, and process gaps before new features launch, resolving issues proactive so customers experience smooth rollouts. - Empower Internal Teams: Build clear step-by-step guides, troubleshooting workflows, and training materials that enable customer-facing teams to operate independently. - Bridge Customer Insights to Product Strategy: Analyze frontline feedback using data to quantify customer pain points, representing these needs directly to Product Managers to shape the product roadmap. - Optimize Cross-Functional Workflows: Fix tooling and process bottlenecks across multiple departments to keep teams aligned and moving efficiently. - Lead Technical Strategy: Define end-to-end support strategies for assigned products, guiding them from early-stage testing through general availability. Qualifications What You Bring on Day One: - Technical Communication: Ability to write clear, structured documentation for both technical partners and senior decision-makers. - Data-Driven Analysis: Proficiency with SQL to pull, join, and analyze operational metrics independently to back up your recommendations with evidence. - Proven Track Record in Customer-Facing Technical Work: Experience in technical support, solutions engineering, implementation, or product enablement where you served as a trusted advisor. - Self-Directed Problem Solving: Comfort operating in ambiguous environments—identifying high-impact work independently rather than waiting for direction. - Influence Without Authority: Ability to build strong cross-functional relationships and inspire change using data and clear reasoning. What You Can Expect to Learn on the Job: - Domain expertise in specialized fintech areas such as credit, payments, and fraud prevention. - Advanced internal tool development and system customization. - Methodologies for designing and scaling formal Voice-of-Customer programs alongside Product Management. Growth & Career Path In this role, you will build deep expertise across Plaid’s product line and operational architecture. As you scale your impact, career progression opens doors to Senior Product Operations Leadership, Technical Product Management, Strategic Customer Engineering, or Operations Management across the broader engineering organization. Our mission at Plaid is to unlock financial freedom for everyone. To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more equitable. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job description. We are always looking for team members that will bring something unique to Plaid! Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at accommodations@plaid.com. Please review our Candidate Privacy Notice here plaid.com. Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

Requirements

Must-haves

What You’ll Do (Responsibilities & Impact)
Drive Product Launch Readiness: Identify documentation, tooling, and process gaps before new features launch, resolving issues proactive so customers experience smooth rollouts.
Empower Internal Teams: Build clear step-by-step guides, troubleshooting workflows, and training materials that enable customer-facing teams to operate independently.
Bridge Customer Insights to Product Strategy: Analyze frontline feedback using data to quantify customer pain points, representing these needs directly to Product Managers to shape the product roadmap.
Optimize Cross-Functional Workflows: Fix tooling and process bottlenecks across multiple departments to keep teams aligned and moving efficiently.
Lead Technical Strategy: Define end-to-end support strategies for assigned products, guiding them from early-stage testing through general availability.
Technical Communication: Ability to write clear, structured documentation for both technical partners and senior decision-makers.
Data-Driven Analysis: Proficiency with SQL to pull, join, and analyze operational metrics independently to back up your recommendations with evidence.
Proven Track Record in Customer-Facing Technical Work: Experience in technical support, solutions engineering, implementation, or product enablement where you served as a trusted advisor.
Self-Directed Problem Solving: Comfort operating in ambiguous environments—identifying high-impact work independently rather than waiting for direction.
Influence Without Authority: Ability to build strong cross-functional relationships and inspire change using data and clear reasoning.
What You Can Expect to Learn on the Job:
Domain expertise in specialized fintech areas such as credit, payments, and fraud prevention.
Advanced internal tool development and system customization.
Methodologies for designing and scaling formal Voice-of-Customer programs alongside Product Management.

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

sql

Platform: ashby
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)