Product Operations Manager

About the role

This role sits at the center of three interconnected functions: monitoring the health of our lending platform daily, triaging and resolving escalated product support issues, and building the operational infrastructure that keeps both running smoothly as we scale.

Responsibilities

• Daily tracking of loan lifecycle KPIs: application volume, approval rates, funding rates, repayment success, delinquency, and collection outcomes
• Maintain a structured log of platform events, anomalies, and resolutions to support compliance, institutional knowledge, and post-mortems
• Own the metrics, own the escalation process, and own the relationship between product health and customer experience — surfacing what leadership needs to know and making sure issues that reach our borrowers and merchant partners get resolved fast
• Work across Engineering, Product, Credit Risk, Operations, and external partners — with a direct line to the CEO
• Act as the connective tissue between product, engineering, and operations when platform issues or support escalations require cross-team response
• Track vendor and servicer performance against SLAs — escalate data integrity issues, sync lags, or partner failures before they affect the portfolio
• Contribute to incident response and post-mortem processes, ensuring learnings get built back into monitoring and support infrastructure

Requirements

• 4+ years of experience in fintech, consumer lending, or financial services — in a role touching product operations, platform health, customer support, or analytics
• Experience managing or triaging customer or partner support issues — you know how to stay calm, communicate clearly, and drive resolution under pressure
• Strong SQL skills; comfort pulling your own data and building your own analyses without waiting for a data team
• Experience with BI or monitoring tools (Databricks, QuickSuite, Looker, Tableau, or similar) — you can build and maintain dashboards, not just read them
• Analytical rigor paired with communication clarity — you can distill complex platform data into a clear story for executive audiences
• A detective's mindset: you don't just report that a number moved, you figure out why — and then you fix the system so it doesn't happen again
• Comfort operating in ambiguity at a startup — you build the playbook as you go

Qualifications

• Nice to have: Experience at a BNPL, installment lending, or POS financing company
• Familiarity with loan origination systems (LOS), servicing platforms, or credit decisioning engines
• Exposure to compliance-adjacent monitoring (TILA, Fair Lending, Reg Z implications of product changes)
• Experience with support tooling (Zendesk, Intercom, Salesforce Service Cloud, or similar)
• Python or scripting experience for monitoring automation

Benefits

• Direct visibility to the CEO and leadership team from day one
• The rare opportunity to build two functions — monitoring and support — not inherit them
• Competitive compensation: $100,000 – $140,000 based on experience
• Equity participation
• Health benefits, 401(k), and flexible PTO
• Hybrid work environment based in NYC
• A mission-driven culture that moves fast, values data, and wins together

Pay

$100,000 – $140,000 based on experience

Schedule

Hybrid