Product Operations Senior Associate

About the Company Valon’s mission is to empower every homeowner. We believe the journey of home ownership starts when you get your keys, but lasts far beyond. We’re creating a world where home ownership comes with ease, security, and financial know-how. Our growing team of engineers, operators, product enthusiasts, and experienced servicing professionals are leveraging technology to fundamentally improve the homeownership experience. Through mortgage servicing—the process of paying off one’s mortgage—Valon is taking the first step in transforming the industry one homeowner, and lender, at a time. Product Operations at Valon The Product Operations team makes it possible for Valon to build, scale, and continuously improve our product and operations at a rapid pace. They work closely with teams like Product, Engineering, Compliance, Legal, Client Experience, and Servicing Operations to develop our operational processes for both new and existing products. As a member of this team, you will use your skills to gather business requirements, advance operational excellence across our business, and fulfill Valon’s mission of creating a great user experience for homeowners. About the Role We’re looking for a driven and detail-oriented individual who is passionate about building business operations from the ground up and has a proven track record of meeting business objectives in a fast-paced, rapidly-evolving environment. The right candidate must be adept at working cross-functionally to tackle complex business problems and be proficient in applying structured problem-solving methodologies and frameworks. They must have a history of taking the initiative to see projects through to completion and be able to independently drive operational excellence for our business. Responsibilities Build business operations for the Default Servicing team in collaboration with Product, Engineering, Legal and Compliance, and Servicing Operations teams Research business requirements for new processes and translate them into day-to-day standard operating procedures Develop resources for new products, processes, and features (project plans, standard operating procedures, FAQs, etc.) and train Servicing Operations teams in partnership with the Operations Enablement team Act as an advocate for the Servicing Operations teams, and help inform product development and prioritization to fit their needs Leverage qualitative and quantitative data to continuously improve existing products and processes for operations stakeholders Work with the Client Experience, Servicing Operations, Compliance, and Quality Management teams to ensure operational excellence and efficiency Manage operations incidents or loan-level escalations and serve as a stop gap support system for Servicing Operations as needed Learn new concepts and technologies quickly and apply them to complex challenges Cultivate a deep understanding of the mortgage servicing industry Ideal Background 2-4 years experience working in program or project management, product operations, consulting, or business operations role Prior experience working collaboratively with product managers, engineers, and operations to develop new products or complex processes Strong project management skills with an ability to prioritize, communicate progress, and deliver results while managing multiple projects Strong verbal and written communication skills, with experience in effective stakeholder management Extremely self-motivated and results-oriented — is organized, proactive in finding solutions, and has a strong drive to complete projects Able to remain calm under pressure, and can excel under time-sensitive deadlines while maintaining a positive attitude Embraces opportunities for growth, and is competent in working both independently and as part of a high-velocity team Excel and Google Sheets skills required, Looker / SQL experience preferred Experience in mortgage origination, mortgage servicing, or in the real estate industry is a plus Benefits Base Compensation Band: $120,000 - $145,000 Medical, dental, and vision insurance plans Flexible sick and vacation days Monthly lunch stipends (groceries qualify!) Commuter benefits MacBook, custom accessories, ergonomic equipment Support for H1B, TN, and E-3 Visa change of employer transfers   This Base Compensation pay range applies to our New York City located staff and may differ according to location.  New York Base Compensation Pay Range $120,000 — $145,000 USD Throughout the interview process, please remember that emails will only be from valon.com emails. We won't ever be asking for any personally identifiable information during the interview process itself. Please reach out to talent@valon.com if you have any requests to verify the authenticity of an outreach.   Valon is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Valon makes hiring decisions based solely on qualifications, merit, and business needs at the time.