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 thinking. Bachelor’s degree required. NICE TO HAVE - Experience supporting or implementing enterprise SaaS products. - Exposure to regulated or process-heavy industries (mortgage servicing, financial services, healthcare). - Familiarity with incident management, workflow tools, or customer support platforms. BENEFITS - Compensation: competitive salary with a meaningful stake in the company via equity, and 401(k) plan. The base salary range reflects multiple levels. We assess level based on a combination of experience and interview performance. - Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits. - Free Food: daily lunch, and dinner provided through Forkable for in-office team members. - Commuter benefits: pre-tax deductions for public transit, rideshares, and parking to simplify your daily commute. - Grow together: company wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360-degree feedback. - Play together: quarterly budgets for team and company outings. Use it for team swag, cooking classes, or team dinners. - Generous time off: flexible paid time off with no annual limit, sick days, and 11 company holidays. - Baby bonding time: 12 weeks of fully paid leave for both birthing and non-birthing parents, so you can spend uninterrupted time welcoming and caring for your newest family member. Throughout the interview process, please remember that emails will only be from valon.com valon.com email addresses. We will never ask for any personally identifiable information during the interview process itself. Please reach out to talent@valon.com if you have any requests to verify the authenticity of an outreach. Valon is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Valon makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Requirements

Must-haves

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.
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 thinking.
Bachelor’s degree required.

Nice-to-haves

Experience supporting or implementing enterprise SaaS products.
Exposure to regulated or process-heavy industries (mortgage servicing, financial services, healthcare).
Familiarity with incident management, workflow tools, or customer support platforms.

Application prep

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

Keywords to mirror

aisql

Platform: ashby
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off