Product Operations Specialist (Remote)

About the Role

FMG's Product Operations team sits at the intersection of Product, Engineering, and the business, and we're growing. We're looking for a Product Operations Specialist to own the documentation, organizational readiness, and transactional customer communications that keep our teams and customers informed and prepared as our products evolve. This is a hands-on role for someone who is equal parts strong writer and organized operator. You'll produce the guides, comms, and knowledge bases that keep customers supported and internal teams ready, and you'll be the person who stays on top of the details and chases down the right answers before anything goes out the door. You'll be part of a ProdOps team that operates as a force multiplier across the product org, which means your work will touch every product line we build. If you take real ownership of quality, are energized by structure and follow-through, and are genuinely curious about how AI can make documentation and communication faster and better, we'd love to hear from you.

Primary Responsibilities & Expectations

• Own product documentation: Produce and maintain clear, user-friendly customer-facing and internal product documentation
• Manage the Knowledge Bases: Keep our client-facing Knowledge Bases accurate and current, using support signals and usage data to find and close documentation gaps
• Drive organizational readiness: Create and coordinate readiness documentation and internal team training so customer-facing teams are prepared for product changes and enhancements, system migrations, and launches. There is room for creativity here: help us brainstorm new, impactful resources for the broader team!
• Own transactional customer communications: Write, build, and send operational, time-sensitive comms, such as outage banners and product-change notifications, that keep customers informed when something needs their attention
• Document incidents and escalations: When something breaks, collaborate and coordinate across Product and Engineering teams to understand the issue and its customer impact, then produce the internal documentation and Root Cause Analysis reports that get our customer-facing teams equipped to respond to clients
• Manage customer feedback channels: Maintain the customer feedback and feature-request channel, and support beta program coordination and feedback collection ahead of general release
• Lean into AI: We expect this role to use AI tools actively, both for your own productivity in drafting, summarizing, and documentation, and for finding opportunities to apply AI-assisted workflows across our work. You don't need to be an AI engineer, but you should be genuinely curious about where AI creates leverage and willing to experiment
• Access to a private & secure workspace, free from distractions
• Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
• An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)

Skills and Qualifications

• A strong writer who can turn complex, sometimes messy technical information into clear, user-friendly documentation, adapting tone and depth to fit the audience
• Accurate and thorough, asking the right follow-up questions to make sure the details are correct before they go out
• Organized and able to juggle multiple projects and shifting priorities at once without losing track of any of them
• A natural coordinator who stays on top of moving parts and follows through until loose ends are closed, especially when the answer requires pulling together several people who don't have the full picture
• Comfortable operating in ambiguity, staying effective when things are unclear and the answer isn't obvious yet
• A strong verbal communicator who collaborates well across teams
• Hands-on experience with AI tools, including creating AI-friendly documentation and writing effective prompts. This is a practitioner bar: you should already be using AI as a core part of how you work, not catching up to it
• Expertise working with cloud-based, software-as-a-service (SaaS) products and platforms
• Financial services and insurance industry knowledge is a plus

Compensation

This position offers between $60,000-$63,000; depending on experience.