Product Operations Manager

Splitero is a company focused on revolutionizing the real estate industry by helping homeowners access their home equity. The Product Operations Manager will build and run the operating layer between product and engineering teams and the operations organization, ensuring effective delivery and feedback mechanisms throughout the product lifecycle.

Responsibilities:

• Own first-line review of inbound bug reports and operational issues: reproduce, investigate, validate, and gather context before anything reaches a PM or engineer
• Filter out false positives and work-as-designed reports; route validated issues to engineering with complete, well-formed tickets
• Assemble fast fact bases for material issues (scope, duration, affected records) to support PM/director impact decisions
• Meet and report on response-time SLAs to operations; speed is a core deliverable of this role
• Build and run a product enablement program to support the operations org. Cover release training, documentation, change communications, and adoption follow-up with operational stakeholders
• Own the distinction between shipped and landed. Verify adoption after launch and close gaps at the source with support from analytics and engineering teams
• Convert recurring false-positive and confusion patterns into targeted training interventions and provide actionable feedback to the product and engineering teams to enhance internal and external user experiences
• Instrument the intake system: every report categorized (bug/training gap/product gap/config), trended, and published
• Support confirming the definition-of-done gates in the release process: tracking requirements, enabling readiness, and monitoring new features throughout the release phases
• Deliver recurring feedback reports that feed roadmap planning. In this role, you are the systematic voice of the field of internal users, partners, and homeowners using our platform
• Extend the existing project management tools and workflows for intake, triage, and enablement layers. Evaluate and build on the rails already in place while looking at what future success looks like
• Run product team operating cadences tied to delivery: QBR preparation, delivery handoffs, and roadmap tooling
• Design the function to scale. Documented, measurable, and ready to split into dedicated support and enablement roles as the company grows

Requirements:

• 5–8 years across product operations, product management, technical program management, and/or product support
• Strong technical experience within a SaaS organization. You can ask the right questions to better understand reported issues, triage them, and clearly assess urgency across product and operational conversations
• You've stood up at least one function or process from scratch at a scaling company and can describe what you'd do differently and why
• Investigative instincts: comfortable reproducing issues, reading workflows, and separating 'broken' from 'misunderstood'
• You are technical enough to be credible with engineers within the Salesforce ecosystem or the open-source ecosystem of Node/React/Next/Postgres (or similar)
• Experience driving adoption or enablement with non-technical audiences; you understand that communication shipped does not equal a behavior change
• Data-fluent: you instinctively count things, trend them, and use them to gain alignment on cross-functional teams
• Diplomatic spine: you have a track record of saying 'not yet' to directors and 'that's not a bug' to operations with clear reasoning and next steps. You can do both while maintaining strong levels of trust and accountability
• Track record at a startup or growth-stage company; comfortable with ambiguity and a role you'll partly define as process is further refined and solidified
• Experience in fintech, lending, or another operations-heavy regulated business
• Experience with ClickUp or similar work-management platforms as an admin/process designer
• Experience building triage, escalation, or support processes with SLAs
• Salesforce experience and/or certifications in administration, engineering, or product management
• Prior PM experience, enough product judgment to know what to escalate and what to absorb