Product Operations Specialist

Responsibilities

• Be the voice of the community. Investigate and audit hundreds of support tickets monthly, and continuously surface customer pain points and insights to the product team throughout the development lifecycle.
• Conduct user research. Plan and execute research studies for new features and experiments-including interviews, usability tests, and surveys-synthesize findings, and present actionable recommendations to the product team.
• Build and maintain operational infrastructure. Develop and continuously improve operational playbooks, standard operating procedures, and execution calendars. Educate CX agents on new product features and ensure internal teams are well-prepared for product-driven changes.
• Turn insights into action. Partner with Operations and Data Science to identify critical customer insights. Make data-driven recommendations to improve the customer experience, and present analyses and business cases clearly to stakeholders at all levels-from leadership to customer support.
• Build agentic workflows. Leverage AI tools to automate customer anecdote reporting and support critical decision-making across the product and CX teams.

Requirements

• 3+ years of experience in product operations, CX operations, or a customer-facing role at a consumer tech or fintech company.
• Bachelor's, Master's, or PhD, or equivalent industry experience.
• Proven leadership, business acumen, and analytical skills in financial services or a highly regulated industry.
• Ability to manage multiple workstreams simultaneously in a fast-changing environment.
• Strong ability to formulate and present analyses to both technical and non-technical stakeholders (e.g., engineering vs. compliance).
• Excellent collaboration, interpersonal, and communication skills at all levels of the business.
• Highly organized, comfortable leading cross-functional projects, and able to execute with a sense of urgency.
• Tech-savvy, multi-tool power user, and hands-on in execution.
• #LI-Hybrid
• At EarnIn, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community. Our team is diverse not only in background and experience but also in perspective. We celebrate ou

Benefits

Additional Information

About EarnIn As one of the first pioneers of earned wage access, our passion at EarnIn is building products that deliver real-time financial flexibility for those with the unique needs of living paycheck to paycheck. Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks. We're fortunate to have an incredibly experienced leadership team, combined with world-class funding partners like A16Z, Matrix Partners, DST, Ribbit Capital, and a very healthy core business with a tremendous runway. We're growing fast and are excited to continue bringing world-class talent onboard to help shape the next chapter of our growth journey. POSITION SUMMARY As a Fintech company where customer experience is central to our success, we're looking for a Product Operations Specialist to bridge the gap between our Cash Out (EWA) product and our customer care operations. Working closely with product managers, you'll become the resident expert on product mechanics and the end-to-end customer journey-surfacing insights, driving readiness, and ensuring community members have a seamless experience from product launch through ongoing support. The ideal candidate brings strong operational instincts, a data-driven mindset, and genuine empathy for customers. They thrive in fast-moving environments, partner effectively across functions, and are excited to leverage AI to inform and automate critical workflows. This is a Mountain View-based position requiring in-office work 2 days a week. The Mountain View base salary range for this full-time position is $106,650-$130,350, plus equity and benefits. Our salary ranges are determined by role, level, and location.

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