Product Operations Manager

Blend is a diverse team of problem solvers who believe that the world’s financial resources should be more accessible. The Product Operations Manager will design and implement a structured interface between strategic accounts, premier support, and the product team, ensuring that client needs are documented, prioritized, and tracked efficiently.

Responsibilities:

• Design and stand up the intake and triage process for strategic-account product requests, including break/fix asks from premier support, and drive its adoption across customer success managers, premier support, and product
• Define the working model between Premier Support specialists and product: what routes where, who owns what, and how status flows back to each side
• Build a single source of truth consolidating requests and requirements currently scattered across customer success manager notes, Asana, Jira, and Slack, and retire the channels it replaces
• Stand up release-pipeline tracking for committed requests — Jira status, target release, delivery dates per account — and communicate status and slips to customer success managers, premier support, and clients
• Group client requests into themes to enable roadmap-level conversations rather than item-by-item negotiation
• Attend recurring strategic-account meetings and onsites as the product team's operational representative (travel required)
• Coach customer success managers on requirements quality, and hold the intake standard as the new process takes hold
• Report to product leadership on request volume, themes, aging, and release status, and adjust the process based on what the data shows

Requirements:

• Background in product operations, support, professional services, or delivery consulting for enterprise software
• Mortgage industry experience required
• Has built processes from scratch and driven adoption across teams outside their own reporting line; drives ongoing and iterative process improvement
• Familiar with enterprise support workflows (ticket triage, break/fix vs. enhancement) and software release processes (Jira, release planning, release notes)
• Strong requirements discipline: able to turn a fragmented Slack thread into a clear, testable requirement
• Comfortable being client-facing in meetings and onsites without owning a scrum team
• Organized and process-minded; builds systems that outlast individual requests
• Direct, professional communicator who can say no with context and hold a prioritization line