Product Operations Specialist

San Francisco · New York City · Full-time · Hybrid · Posted Oct 3, 2026

At a glance

Product Operations is an integral part of Customer Engineering and Support (CES) at Plaid.
In this role, you will own a suite of Plaid products end-to-end as a trusted technical partner.
You will have full ownership and independence to identify operational gaps, streamline product readiness, and ensure that our software engineering teams hear and act on critical customer feedback.

Drive Product Launch Readiness: Identify documentation, tooling, and process gaps before new features launch, resolving issues proactive so customers experience smooth rollouts.
Empower Internal Teams: Build clear step-by-step 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, representing these needs directly to Product Managers to shape the product roadmap.
Optimize Cross-Functional Workflows: Fix tooling and process bottlenecks across multiple departments to keep teams aligned and moving efficiently.
Lead Technical Strategy: Define end-to-end support strategies for assigned products, guiding them from early-stage testing through general availability.

Technical Communication: Ability to write clear, structured documentation for both technical partners and senior decision-makers.
Data-Driven Analysis: Proficiency with SQL to pull, join, and analyze operational metrics independently to back up your 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—identifying high-impact work independently rather than waiting for direction.
Influence Without Authority: Ability to build strong cross-functional relationships and inspire change using data and clear reasoning.