Product Operations Lead

Heron Data; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading company in AI-driven automation seeks a Product Operations Lead to ensure seamless product performance and customer satisfaction. This hands-on role involves onboarding new clients, troubleshooting issues, and enhancing internal processes while working closely with the engineering team. Ideal candidates will thrive in fast-paced environments and possess a strong technical inclination.

Benefits

Competitive compensation including equity

Health, dental, vision benefits

Uncapped PTO

Free mental health support

Weekly company lunches

Qualifications

• Experience in operations or customer-facing roles in startups.
• Ability to handle technical issues and improve operations.
• Proven track record in a high-output environment.

Responsibilities

• Coordinate and implement deployments for new customers.
• Provide support for existing customers and resolve technical issues.
• Collaborate with engineering to improve product operations.

Skills

Problem Solving

Technical Understanding

Customer Support

Detail Orientation

Communication

Job description

Product Operations Lead

We are seeking a high-output and technically-minded problem solver who will keep our product running smoothly and our customers happy. You’ll take ownership across deployment and customer onboarding, troubleshooting and ongoing support, customer success, all while working with our engineers to make our product better. If you’re dependable, detail-oriented, and thrive solving customer issues, we’d love to hear from you.

The Opportunity

From day one, you’ll be hands-on: supporting new customer onboarding, resolving live issues, and collaborating closely with engineering to improve our platform.

You’ll become a key member of our small NYC team, working directly with founders, engineers, and customers. If a process is broken, unclear, or missing entirely - you’ll help fix it.

As we grow, there will be opportunities to take on broader responsibilities across product, customer success, and internal operations. If you’re someone who thrives in a fast-moving environment and loves making things work better - especially in a customer-facing context - this is the role for you.

What You’ll Do

This is a hands-on, customer-facing role focused on running and improving core processes. Examples of what you might do:

• Deploy new customers: coordinate and implement deployments, including defining and detailing customer requirements, configuring our product to meet those needs, then testing and validating as required to get our customers live.

• Support existing customers: respond to and resolve technical issues to keep things running smoothly.

• Improve our operations: help us run a tighter ship by refining our tools and internal workflows.

• Shape the product: surface recurring issues or feature gaps to inform what we build.

What We’re Looking For

We expect that strong candidates will have the following experience:

• Operations generalists with technical and/ or customer-facing experience in startups or professional services/ consulting - you’ve built a strong skillset and now want to dive into deploying software for customers

• Support engineers or technical customer operations professionals - you are used to fixing customers’ biggest and most urgent issues and this is your opportunity to take even more ownership of customer relationships and a product

• Technical product managers who are now looking to move into a more hands-on and technical role, where you’ll be working directly with users and our product - not just steering things behind the scenes

Regardless of specific background, our ideal hire will be:

• Highly productive: You get a lot done and thrive in fast-paced, high-output environments. You take pride in making problems disappear.

• Technically inclined: You’re not an engineer, but you’re confident working with data, understanding technical systems, and digging into details.

• A natural problem-solver: You’re resourceful and persistent. When something’s broken, you roll up your sleeves and figure it out.

• Detail-oriented and dependable: You catch issues others might miss and can be trusted to follow through with minimal oversight.

• A clear communicator: You explain things clearly and concisely, whether to a customer or a teammate.

Above all else, we value people who want to make an impact in their work. Here are some of the behaviors that we expect of all Herons:

• Scrappy and creative: when faced with an obstacle, you will either overcome it by pure determination (i.e., by hand), or find an unconventional approach or ‘hack’ to navigate it.

• Persistent: you may not always find the right answer or person immediately, but you're motivated to keep on trying until you do so. You’ll go the extra mile - including Flying to Gainesville - if that’s what it takes.

• Pilot not passenger: at a fast-growing company like Heron we need people who jump on opportunities unprompted and drive them to a great outcome, rather than folks who wait to be told what to do.

• Excited to work in a fast-paced, high-growth, team-based environment: we aim to move quickly and decisively, but together. You’ll be a great team player and do what it takes for the team to succeed.

What You Can Expect as a Heron

• Competitive compensation, including equity

• Based full-time, and in-person in our NYC office, with occasional travel to customers (across the country) and company retreats (often in London)

• Your choice of top-of-the-line equipment to fit out your desk in our office

• Competitive benefits package: health, dental, vision with partial coverage for dependents; 401K; uncapped PTO; parental leave

• Free mental health support via Spill - on-demand access to therapy

• Weekly company lunches (always inclusive and vegan-friendly - especially if you like Vietnamese food!)

• Applicants from any background and gender are welcome and we have a zero tolerance policy on discrimination

About the interview

• Initial screen (20 minutes) - conversation to discuss what you're looking for, what Heron offers, and to see if there's a good fit.

• Take-home challenge and review (~3 hours in total) - a task which represents the work we would expect from you, followed by a review of the work with members of our team

• Team interviews (2-3 hours in total) - mix of technical and behavioral conversations with Heron teammates and founders. You'll get a feel for the people you'll work with and how we approach problems, and we'll get to know how you collaborate, communicate, and think.

• References - 2 references from people you've worked with who can speak to your impact, working style, and contributions in a professional setting.

About Heron Data

We are Heron Data, a Series A stage company based in New York and London.

• At Heron, we use the latest advances in AI and LLMs to automate document-heavy workflows. Our software handles emails, analyzes attachments, and takes actions like updating CRMs or requesting more info. We serve businesses from small companies to FDIC-insured banks in sectors like Small Business Finance and Commercial Insurance.

• Our largest product automates underwriting for small business lenders and other specialty finance companies. We eliminate cumbersome manual processes and enable our customers to provide their services with much greater speed, precision, and fairness.

• We are a rapidly growing company with over 130 customers in financial services and beyond who trust us to be embedded in critical processes - without us, their businesses stop. We analyze tens of thousands of documents a day, including over 20 million individual bank transactions daily for our customers. We continue to grow into more segments and workflows: further into lending and banking, insurance, and legal. And we think there's much more we can do!

• We are a lean, scrappy and committed team with a flat structure and collaborative culture. Our team brings together a wealth of experience from top-tier tech companies including Facebook, Spotify, Asana and Revolut and universities including Oxford, Harvard, MIT and Yale.

• With team members from five different continents, we embrace multiculturalism and diversity. From company events to everyday interactions, we make sure everyone feels welcome and accommodate all cultural and dietary requirements.

• Since our launch in September 2020, at the end of the S20 batch, we've experienced a lot of growth! Today, we serve over 130 customers and have over $5M in ARR. Read more about our mission here