SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 118,000 - 139,000 / annual
Blend is a cloud banking platform used by Wells Fargo, U.S. Bank, and 330+ financial services firms to deliver digital lending experiences. The platform processes over $5 billion in loans daily.
This role builds the operational infrastructure connecting Blend's strategic accounts, premier support, and product teams. Currently, customer requests arrive through fragmented channels (Slack, Asana, Jira, support tickets) with no consistent triage or tracking process. Strategic accounts lack visibility into release timelines and delivery status.
You will design and implement a single, structured intake-to-delivery process that consolidates requests, enables deliberate prioritization, and provides clients with consistent communication from request through release. Key responsibilities include:
• Design intake and triage workflows for strategic-account product requests, including break/fix asks from premier support, and drive adoption across customer success, support, and product teams
• Define the working model between Premier Support and product: routing, ownership, and status communication
• Build a single source of truth consolidating requests scattered across multiple tools and retire redundant channels
• Establish release-pipeline tracking for committed requests with visibility into Jira status, target releases, and delivery dates
• Group client requests into themes to enable roadmap-level conversations
• Attend strategic-account meetings and onsites as the product team's operational representative (travel required)
• Coach customer success managers on requirements quality and maintain intake standards
• Report on request volume, themes, aging, and release status to product leadership
You'll partner with home lending product leadership (your reporting line), customer success managers, premier support specialists, product management, product owners, engineering leads, and delivery leads.
Ideal background: product operations, support, professional services, or delivery consulting for enterprise software. Mortgage industry experience required. You've built processes from scratch and driven adoption across teams outside your reporting line. You're familiar with enterprise support workflows, Jira, and release planning. You excel at turning fragmented requirements into clear, testable specs. You're comfortable being client-facing without owning a scrum team. You're organized, process-minded, and a direct communicator who can hold prioritization lines.
