Builder - Product Operations

BUILDER – PRODUCT OPERATIONS

LOCATION: On-site, SF / Santa Clara (minimum of 2 days in Santa Clara until SF office opens in late Q4 / early Q1, then may need to travel 1 day per week to Santa Clara or on as needed basis)

ROLE OVERVIEW:

You will be on the front lines planning, directing, and coordinating the day‑to‑day and strategic operations that power Reevo’s product and customer experience. This role owns the operating rhythms, policies, and cross‑functional execution that accelerate onboarding, improve service quality, and translate customer insights into scalable processes—while ensuring we meet budget, quality, and timeline commitments.

WHAT YOU WILL DO:

• Master the Product: Rapidly acquire comprehensive expertise across all Reevo product modules, becoming the go-to internal expert.

• Operational Leadership: Formulate and implement operating policies, SOPs, and controls across product onboarding, customer delivery, and support; ensure consistent execution across teams and vendors

  • Establish the cadence for operating reviews (weekly/monthly/quarterly), setting OKRs/KPIs and driving accountability to targets..

• Program & Process Excellence: Design and continuously improve end‑to‑end onboarding and adoption workflows to reduce time‑to‑value and increase product utilization.

  • Stand up interim “ops hacks” (process/workflow/partner solutions) to bridge product gaps; define exit criteria and handoffs to permanent product fixes.

  • Lead cross‑functional initiatives with Product, Engineering, Sales, CS, and Marketing to unblock friction, standardize handoffs, and raise service quality.

• Planning, Budget & Resource Management: Forecast capacity (people, process, technology) to meet demand; allocate resources and set priorities across simultaneous initiatives.

• Customer & Product Voice: Operate as the Voice of the Customer to synthesize feedback, usage data, and qualitative insights into clear requirements and prioritization recommendations for Product/Engineering.

  • Maintain a forward view on AI and revenue‑tech trends to inform operational readiness and product roadmap trade‑offs.

• Measurement & Decision Support: Define and maintain dashboards for TTV, activation, NPS/CSAT, SLA attainment, backlog burn‑down, cost per customer, and operational throughput.

  • Be self‑sufficient with data (comfortable querying data or partnering with analysts) to run ad‑hoc analyses and convert findings into actions.

• Drive Decisions with Data: Pull your own SQL for ad hoc analysis, build capacity and operating models, and convert insights into actions that improve user adoption and shorten time-to-value.

• Vendor, Tooling & Risk: Select, negotiate, and manage vendors and tools that support onboarding, support, analytics, and knowledge management; ensure SLAs and cost efficiency.

  • Partner with internal teams on compliance, data handling, and business continuity controls across operations.

WHO YOU ARE:

• Product Savvy Operator: You quickly become an expert across all product modules, deeply understanding their intricacies and interactions, to deliver customer value.

• Customer-Centric Leader: Obsessed with delivering exceptional customer experiences, you design operational processes that delight customers and scale.

• Operationally Creative: You identify and implement practical operational stopgaps ("ops hacks") to address immediate product gaps while orchestrating long-term solutions.

• Voice of the Customer: You adeptly represent customer needs, distilling complex feedback into actionable insights for product development.

• Trend-Aware: You maintain a pulse on emerging industry trends in AI, balancing customer requests with strategic market direction.

• Quantitative Storyteller: You’re fluent with numbers—able to analyze data, connect dots, and translate findings into clear narratives and fast, confident decisions.

WHAT WE’RE LOOKING FOR:

• Bachelor’s degree in Economics, Mathematics, Finance, Business Administration, Operations Management or a related quantitative field (or equivalent practical experience) required.

• 3-7 years in investment banking / consulting, product operations, operations management, customer success operations, or relate