Product Operations Associate

About the Company

Valon is building the AI-native operating system for regulated finance starting with mortgage servicing.

Were a Series C company backed by a16z transforming industries that others have written off as too complex to innovate.

Rather than build on top of broken legacy systems we took a different approach: we built and operate our own mortgage servicing business managing $110 billion in loans. This wasnt the end goal it was how we deeply understood the complexity needed to build software that actually works in regulated industries.

The results speak for themselves. Weve transformed mortgage servicing from a 0% margin business into 60% margins while dramatically improving customer experience. Major enterprise contracts are now deploying across the industry.

ValonOS is our unified platform that makes every process structured and programmable and it is perfectly positioned for the AI era. When everything flows through one system with rich data AI agents dont just automate tasks they continuously improve entire operations. Mortgage servicing is just the beginning of our vision to transform regulated industries and beyond.

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 Associate youll sit at the intersection of Product Engineering and our customersgiving 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. Youll combine analytical problem-solving product sense and empathy for users to ensure that ValonOS delivers at scale.

Responsibilities

Be the Product Teams 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 issuesfrom workflow questions to bugs to SEV 1/2/3 incidentsin 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 engineerings 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

• 24 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 curiosityyoure 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.

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.

Throughout the interview process please remember that emails will only be from emails. We wont ever be asking for any personally identifiable information during the interview process itself. Please reach out to 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.

Required Experience:

IC