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Plaid is a fintech infrastructure company that powers financial connectivity for thousands of developers and millions of end users. The company operates a network covering 12,000 financial institutions across the US, Canada, UK, and Europe, enabling seamless integration between financial apps and services.
In this Product Operations Specialist role, you will be a core member of the Customer Engineering and Support (CES) team, serving as a trusted technical partner who translates leadership priorities into the tools, training, and processes that enable teams to support new products and features. You will own a suite of Plaid products end-to-end with full ownership and independence.
Key responsibilities include:
- Drive Product Launch Readiness: Proactively identify documentation, tooling, and process gaps before feature launches to ensure smooth customer rollouts.
- Empower Internal Teams: Create clear guides, troubleshooting workflows, and training materials that enable customer-facing teams to operate independently.
- Bridge Customer Insights to Product Strategy: Analyze frontline feedback using data to quantify customer pain points and represent these needs directly to Product Managers to influence the product roadmap.
- Optimize Cross-Functional Workflows: Identify and resolve tooling and process bottlenecks across departments to keep teams aligned and efficient.
- Lead Technical Strategy: Define end-to-end support strategies for assigned products from early-stage testing through general availability.
You will build deep expertise across Plaid's product line and operational architecture. Career progression can lead to Senior Product Operations Leadership, Technical Product Management, Strategic Customer Engineering, or Operations Management roles.
REQUIREMENTS:
- Technical Communication: Ability to write clear, structured documentation for both technical partners and senior decision-makers.
- Data-Driven Analysis: Proficiency with SQL to independently pull, join, and analyze operational metrics to back recommendations with evidence.
- Proven Track Record in Customer-Facing Technical Work: Experience in technical support, solutions engineering, implementation, or product enablement where you served as a trusted advisor.
- Self-Directed Problem Solving: Comfort operating in ambiguous environments and identifying high-impact work independently.
- Influence Without Authority: Ability to build strong cross-functional relationships and inspire change using data and clear reasoning.
