Product Operations

Product Operations Manager

Scan.com

We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day. We're doing diagnostics differently, with solutions tailored to both patients and providers, all backed by our technology and world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers. WHAT YOU WILL BE GETTING INVOLVED IN Product operations sits between strategy and execution. It is the function that turns a product team's intent into repeatable delivery, and turns delivery into learning. At Scan.com, that work spans the full product surface, from acquisition and integrations to fulfillment and post-scan experiences, and it touches almost every function in the company. As Product Operations Manager, you will partner closely with our product management team to build the rituals, documentation, and reporting infrastructure that make our product org run well. Your success will not be measured by how much you personally ship, but by how much better the teams around you ship because of the systems you put in place. This role will suit someone who takes real pride in the craft of operations: someone who finds a well-written playbook satisfying, who can hold the details of five workstreams at once without dropping context, and who is already using AI as a core part of their own operational practice. As a scale-up business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in: * Design and coordinate rollout plans for new product features, working with PMs, Engineering, Design, and Operations to sequence launches, manage dependencies, and ensure the right teams are prepared to support what ships * Create and maintain product documentation that supports both internal training and external communication, including feature briefs for internal enablement, release notes for partners and providers, and reference materials that keep stakeholders informed as the product evolves * Partner with the data team to monitor post-release analytics, helping the product team understand whether launches are landing as intended and surfacing signals that suggest a feature needs iteration, promotion, or reconsideration * Coordinate cross-functional sign-off for feature launches, ensuring the appropriate leaders across Engineering, Operations, Legal, and Clinical have reviewed and approved before release, with clear documentation of decisions and open items * Build and maintain a product knowledge base that is structured for AI agent consumption from day one, including designing information architecture that supports reliable retrieval, writing content that survives being chunked and re-assembled, and iterating on quality based on how well downstream agents perform against it * Support the product team on OKR planning and monitoring: helping to translate strategy into measurable objectives, tracking progress against them, flagging when priorities may need to shift, and reporting product impact to the wider organization in a way that builds shared understanding THE TOP 5 THINGS WE WANT TO SEE IN YOUR FIRST YEAR * A more predictable release rhythm. By the end of your first quarter, we would expect the product team to have a clearer, more repeatable cadence around how features are rolled out. Sign-offs happen at the right stage, the right people are informed, and launches feel less improvised. * A knowledge base that powers AI workflows. The documentation you produce is trusted by both humans and agents. Teams reference it before asking questions, and it is already serving as the knowledge base for at least one AI-assisted workflow that meaningfully reduces manual effort inside the product org. * A closer connection between launches and outcomes. In partnership with the data team, you will have helped establish a practice of reviewing post-release analytics for meaningful launches, so the product team consistently learns from what it ships rather than moving straight to the next thing. * OKR reporting that informs decisions. The wider organization has a clearer view of what the product team is working on, why, and how it is progressing. Reporting is timely and useful, and it supports genuine prioritization conversations. * Trusted operator across the product org. Product managers rely on you to keep the machinery running, and cross-functional stakeholders trust the process you have built around launches and communication. Where things were previously ad hoc, they now feel intentional. WHAT YOU MIGHT BRING TO THE TABLE You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value: * Experience in product operations, program management, or a related operational role within a technology company, ideally one where you saw both the messy early stages and the transition toward more structured delivery * A genuine talent for written communication, including the patience to produce documentation that other people find clear, complete, and worth returning to. This role produces a lot of writing, and quality matters * Comfort working with product and delivery metrics: you can partner with a data team to define what success looks like, interpret the results honestly, and communicate the story to stakeholders without either overstating or burying the findings * Strong coordination instincts across multiple stakeholders. You are the kind of person who notices when a sign-off is missing, when a launch dependency is drifting, or when a team needs a nudge, and you handle it without needing to be asked * A collaborative disposition. Product operations depends on influence rather than authority, and you are comfortable working across PM, Engineering, Design, Operations, and Clinical stakeholders in a way that builds trust rather than friction * Genuine AI fluency in your operational practice. You use AI tools daily, you have opinions about which ones work well for which tasks, and you have first-hand experience structuring information so that AI agents can consume it reliably. You can speak concretely to specific workflows you have improved with AI, and ideally to evaluation approaches you have used to check output quality. Candidates who treat AI as an occasional aid rather than a core part of how they work will not be competitive for this role. * Prior experience in healthcare technology, medical imaging, or an adjacent regulated space is a plus, though strong operational fundamentals in another high-velocity domain are equally valued HOW WE WILL INTERVIEW YOU We keep our interview process short and sweet, and we're a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order depending on team availability: * Introductory call with our Senior Talent Partner, approximately 30 minutes by phone. * Video call with the hiring manager, approximately 45 minutes, a structured conversation about the role and your experience in operations, documentation, and cross-functional coordination. * Assessment stage, which may be a take-home exercise, in-person session, or additional video calls. We're mindful of your time. * Meet leadership and/or other team members. * Offer! BENEFITS We go beyond the basics with our benefits package. Here's what you can expect from us: * Competitive salary range, plus performance bonus and equity * 401k * Healthcare, Vision, and Dental * All equipment needed to do your role effectively * Flexible and remote/hybrid working options * Personal development budgets * 18 days PTO plus public holidays * 10 paid sick days * Inclusive policies designed by our team, for our team Diversity at SCAN.COM Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees, and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences. We are opposed to all forms of unlawful treatment and discrimination. Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

Customer Operations Leader

Plaid

We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Washington D.C., London and Amsterdam. The Customer Operations team sits at the center of how we scale world-class customer experiences at Plaid. As the Customer Operations Leader, you'll own the strategy and execution of all global ops initiatives in a director level role — leading a team across product operations, customer experience engineering, technical enablement, and org development. As Customer Operations Leader, you'll focus on scaling operations and enablement across the full customer lifecycle for our Customer Engineering organization, including Support, Technical Account Management, Sales Engineering and Professional Services. You'll be responsible for building our VoC programs as a strategic lever to drive insights from our frontline teams into product improvements and adoption strategies. You will build tooling and programs with measurable outcomes that remove friction for customers and empower our customers to serve themselves. Responsibilities * Hire, develop, and lead a high-performing Customer Ops team across Product Operations, Customer Experience Engineering and Technical Enablement * Own operations strategy and execution across the full customer lifecycle for Support, Technical Account Management, Sales Engineering and Professional Services * Build VoC programs that turn frontline insights into product improvements and adoption strategies * Partner with GTM, Product, and Product Marketing on product feedback loop, launch readiness and enablement * Build self-service tooling and programs with measurable outcomes that reduce customer friction * Own technical documentation and knowledge programs (internal and external) to improve content quality and self-servicability for customers * Establish and monitor key customer ops metrics and source-of-truth data to ensure accountability and growth Qualifications * 8+ years in customer operations, support operations and/or product operations in a leadership role * Track record building VoC, self-service, or knowledge management programs at scale * Hands-on experience leveraging automation, tooling, and AI to scale support operations and reduce manual effort * Strong program management skills across complex, cross-functional initiatives * Excellent communication and change management skills — comfortable going from frontline detail to exec narrative * Experience partnering with GTM, Product, and PMM teams in a fast-paced, technical environment * A customer-first approach grounded in Plaid's principles Our mission at Plaid is to unlock financial freedom for everyone. To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more equitable. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job description. We are always looking for team members that will bring something unique to Plaid! Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at accommodations@plaid.com. Please review our Candidate Privacy Notice here. Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

Technical Platform Expert - NYC

Legora

ABOUT US Legora is redefining how legal work gets done. Not built for lawyers, built with them. We work alongside the world’s best legal teams, who expect excellence, precision, and speed, and we hold ourselves to the same bar. Our AI-native workspace lets legal professionals move faster, think more clearly, and operate with sharper precision. By analysing thousands of documents in minutes and powering end-to-end workflows, we cut through complexity, teams can focus on what matters: judgment, strategy, and outcomes. 1,000+ customers across 50+ countries trust us, including Cleary Gottlieb, Goodwin, Linklaters, White & Case, Dentons, and Barclays. We’ve scaled to $100M+ in ARR, with teams across Europe, North America and APAC, and continue to expand through acquisitions including Qura, Walter AI and Graceview. We partner with world-class performers: including Aaron Judge and the New York Yankees, Ludvig Åberg (and his caddie), and campaigns featuring Jude Law. Joining Legora means three things. * We lean in: ownership over titles, outcomes over intentions. * We fight for excellence: high standards, direct, ego-free feedback. * We grow together: as a team and with our customers. Mission before ego. Everyone contributes. No one coasts. If you’re driven by impact, pace, and raising the bar. This is the place. When an issue is too deep for any other tier, it comes to you. You are Legora's final technical authority on how the platform behaves in the real world, not just how it is specced to behave. In legal AI, that gap matters: a platform that behaves differently than promised is not just a bug report, it is a risk to a client's matter, their deadline, or their trust in the product. Your edge is investigative judgment and platform mastery, not writing code: you close the gap between what the product promises and what customers experience, before and after it ships. This is a parallel technical-authority seat working hand in hand with Product Operations, without the software development scope of an engineer. WHAT YOU’LL DO * Own the hardest problems: Take the deepest technical escalations from across the function and drive them to root cause through rigorous log, data, and system-level analysis. * Validate the platform before it ships: Support beta testing and pre-GA investigations. Identify where real platform behavior diverges from the spec, pressure-test workflows under real conditions, and deliver findings to Product Operations with clear reproduction steps before they become customer-facing incidents. * Detect and declare systemic events: Identify when individual tickets share a common root cause and trigger coordinated incident response before volume makes the pattern undeniable. Own the signal that turns a cluster of cases into a declared Sev1 or Sev2 incident. * Be the AI subject-matter expert: Serve as the expert on platform behavior and AI output patterns, including accuracy, retrieval quality, document processing, and anomalous output. * Be the support function's voice in Product and Engineering: Bring the real-world pattern of platform failures into product reviews, release planning, and engineering discussions. Surface what the support tiers see that Product Operations does not, and advocate for the diagnostic tooling, observability improvements, and platform fixes that make the function faster and the product more reliable. * Drive technical root cause in incidents: Serve as the technical counterpart to the Principal Platform Advisor on Sev1 and Sev2 events, owning real-time diagnosis, Engineering liaison, and the technical path to resolution while the PPA holds customer coordination. Hand confirmed defects to Product Operations with clean reproduction steps and impact assessment. * Build leverage: Define and drive the diagnostic tooling, test frameworks, and automation that make every tier faster. Feed escalation trends back into product and process improvements, partnering with Product Operations to close the loop. * Raise the bar: Mentor and serve as final-filter reviewer for the specialists across the function. * Cover the clock: This role operates within a global follow-the-sun coverage model. Working hours may include occasional ad-hoc requirements outside the standard schedule. We will communicate any such requirements as early as practicable. WHAT YOU BRING * You have worked deep in technical support, solutions, or a platform-specialist role with a strong technical bent. * You are rigorous about the root cause, and logs, data, and systems are where you are at home. * You understand how LLM and AI systems behave, including how failure modes present to users. * You translate technical findings clearly for both Product Operations and customer-facing teams. * You are effective in cross-functional settings. You can represent the support function's perspective in engineering and product conversations and translate field patterns into product arguments that land. * You are composed under pressure and have experience working major escalations in parallel with customer-facing teams, without losing rigor on the technical investigation. * You think in patterns across cases, not just within them, and you act on a signal before it becomes a problem the customer names first. * A background in legal AI, document processing, or retrieval-augmented systems is a plus. WHAT’S IN IT FOR YOU * Global collaboration: Partner with teams and clients across regions, on work that crosses every major legal market. * Meaningful work: Your work shapes how the world’s leading legal teams adopt AI day to day. * Competitive package: Comprehensive salary, benefits, and the tools to do your best work. * In-person environment: A workspace built for ambitious builders. Legora is an Equal Opportunity Employer At Legora, we believe great teams are built on diversity of thought and experience. We’re proud to be an equal opportunity employer and committed to creating an inclusive, high-performance culture where everyone can do their best work. We welcome people of all backgrounds and don’t discriminate based on race, color, religion, national origin, gender, gender identity or expression, sexual orientation, age, disability, veteran status, or any other characteristic protected by law.