Technical Operations Manager
About the role
At Modernize (a QuinStreet division) our mission is to simplify home improvement by inspiring motivated homeowners and connecting them with qualified contractors. Our foundation is based on 20 years as a driving force as Home Improvement Leads in online lead generation – connecting homeowners with high–quality contractors – in the $500 billion annually grossing home improvement market. We’re working hard on a new brand and new products to cater to homeowners and the most successful contractors in the industry. We’re looking for sharp, motivated individuals to join our growing team. Teammates who enjoy using technology to solve problems will thrive in our dynamic startup environment. We have an open floor plan that encourages the entire team to participate in critical discussions and allows everyone to be a vital contributing factor. You’ll enjoy our hip, newly renovated office in the heart of downtown with a view of the capital and the downtown skyline.
Modernize Home Services is seeking a Tech Ops Associate to join the 360 Finance engineering organization. In this position, you will serve as the operational layer between business teams (account management, lender operations, customer support) and engineering. You will own day-to-day platform configuration, production support triage, lender budget monitoring, and operational reporting. You are process and data-driven with great attention to detail. Using your analytical skills, you will dig into issues, resolve them independently where possible, and escalate with context when engineering involvement is required.
Responsibilities
- Platform Configuration Configure and enable new lenders and contractor clients on the platform including setting up lender-specific rules and client accounts, and validating the integration before go-live Maintain lender-specific trade mappings and offer configurations — updating mappings as lenders add or remove trade categories, and keeping offer terms (rates, caps, eligibility) in sync with lender changes to prevent stale configurations
- Production Support & Triage Monitor production application health — identify stuck applications, error states, and status anomalies Apply known-fix runbook resolutions: retries, status resets, resubmissions Process project status changes, loan amount adjustments, refunds, and cancellations per documented business rules Investigate and resolve account/authentication issues (password resets, email delivery failures) Escalate true application bugs to engineering with documented reproduction steps Coordinate with Call Center team to ensure weekend/off-hours issues are ticketed for Monday triage
- Lending Operations Monitoring Review delayed funding against lender SLAs weekly; flag projects stuck awaiting or delayed in disbursement (funding-complete or pending-funding status) Review lending health indicators such as approval rates, funding turnaround time, and decline reasons to monitor service quality Surface opportunities to account management and lender ops such as geographies with unfulfilled budget, and clients with low platform usage so they can act on them.
- Data & Reporting Support ad hoc data pulls for account management, lender ops, and leadership Use SQL to troubleshoot data discrepancies and answer operational questions Support reporting needs by coordinating data validation with the analysts and product team
- Documentation & Process Improvement Document SOPs for all repeatable tasks; build and maintain production support runbooks Identify patterns in incoming requests that indicate systemic issues or tooling gaps Strategize process improvements that reduce manual work and support business scaling