Job Description

BUILDER PRODUCT OPERATIONS

Location: On-site, SF / Santa Clara (minimum 2 days per week in Santa Clara until SF office opens in late Q4 / early Q1; occasional travel thereafter)

COMPENSATION:
- Salary range $150K-$210K/yr DOE + equity
- Full benefits package

Overview

You'll lead the day-to-day and strategic operations behind product and customer experience. This role owns the rhythms, policies, and cross-functional execution that accelerate onboarding, enhance service quality, and turn customer insights into scalable systems, all while ensuring delivery on time, budget, and quality.

What You'll Do

• Master the Product: Quickly gain deep expertise across all modules to serve as the internal authority.
• Lead Operations: Define and implement policies, SOPs, and controls across onboarding, delivery, and support.
• Drive Accountability: Establish operating cadences (weekly/monthly/quarterly), set OKRs/KPIs, and ensure target achievement.
• Optimize Processes: Streamline onboarding and adoption workflows to reduce time-to-value and boost utilization.
• Bridge Gaps: Implement short-term ops hacks to solve product gaps while defining long-term handoffs.
• Collaborate Cross-Functionally: Partner with Product, Engineering, Sales, CS, and Marketing to resolve friction and improve handoffs.
• Plan & Allocate Resources: Forecast demand, manage budgets, and align people, processes, and technology to priorities.
• Champion the Customer: Translate feedback and data into actionable insights for Product and Engineering.
• Leverage Data: Build dashboards (TTV, NPS, SLAs, cost per customer, etc.), run ad-hoc SQL analyses, and convert insights into execution.
• Manage Vendors & Tools: Select, negotiate, and oversee vendors supporting onboarding, analytics, and knowledge management.
• Ensure Compliance: Partner with internal teams to uphold data, security, and continuity standards.

Who You Are

• Product-Savvy Operator: Rapidly grasps complex systems and delivers customer value.
• Customer-Centric Leader: Designs scalable processes that elevate experience and impact.
• Creative Problem Solver: Balances fast ops hacks with lasting operational solutions.
• Data-Driven Communicator: Translates insights into clear, confident decisions.
• Trend-Aware Thinker: Anticipates shifts in AI and revenue-tech to guide readiness.

Qualifications

• Bachelors in Economics, Business, Operations, or related field (or equivalent experience).
• 5-10 years in product operations, consulting, investment banking, or related roles (preferably B2B SaaS or AI).
• Proven track record of turning complex products and feedback into scalable processes.
• Strong analytical and communication skills; proficient with BI tools and SQL.
• Experience thriving in fast-moving, high-growth environments.

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