Senior Product Manager, Product Operations

Hybrid
Full Time
First Management
$182,750 to $215,000 a year
Seattle, Washington, United States
About Possible
Since our founding, we have redefined how people approach small-dollar loans-delivering over $1 billion in funding to more than 1.5 million customers, issuing over 4 million loans, and saving our customers more than $650 million.
At Possible, we're building a new type of consumer finance company; one that helps our customers stay out of debt rather than profit from their staying in it. We are a Public Benefit Corporation with the mission to help communities unlock economic mobility through affordable credit products crafted to improve financial health for generations. Join the team that's making our goal a reality.
About the job
Team Introduction
At Possible, we're building financial products that help everyday Americans improve their financial health. But great products only matter if they work reliably - and when something goes wrong, how fast and effectively we respond defines the customer experience just as much as the features we ship.
Our Product Operations team is newly formed and purpose-built to own that challenge. We're the first line of defense when issues arise, and the team responsible for making sure they happen less often in the future. We own the internal tooling our operations team depends on, the AI-powered support agent that handles customer inquiries, the incident management process that keeps the product running smoothly, and the remediation systems that resolve issues at scale.
This team exists because Possible reached an inflection point: we've grown to the point where operational excellence can't be a side job distributed across product teams - it needs a dedicated team with dedicated product leadership. You'll work with a dedicated EM and a team of engineers who are already in place and ready to build. The mandate is clear: reduce the operational burden on the rest of the organization, improve the customer experience when things go wrong, and invest in the tooling and automation that prevents issues from reaching customers in the first place.
The Role & Impact
As the Senior Product Manager for Product Operations, you'll own the products and systems that keep Possible running for our customers and our internal teams. This is a role for someone who finds deep satisfaction in making things work better - and who understands that the unglamorous work of incident management, internal tooling, and operational automation has an outsized impact on customer trust and organizational velocity.
In your first months, you'll bring structure to how Possible handles incidents and bugs - standing up triage processes, defining SLAs, and creating clear escalation paths so that the right issues get to the right people at the right speed. Today, too many incidents land on engineers and PMs who should be focused on building; you'll change that.
You'll own IAM, the internal platform our operations associates use every day to service customer accounts. This is the most critical system in your portfolio - you'll drive near-term improvements that make ops associates faster and more effective, while building toward a longer-term modernization that reimagines what the tool can be.
You'll also own Max, our AI-powered customer support agent. Max is already live handling email inquiries, and you'll improve its effectiveness while scaling it into live chat - launching Possible's first real-time customer support channel. And you'll build the remediation tooling and automation that lets the ops team resolve known issue patterns at scale, without pulling in engineering.
This role reports to the Director of Product and sits at the intersection of product, engineering, and operations. You'll be the person who understands the customer experience deeply enough to know what's breaking, technical enough to help diagnose why, and operationally minded enough to fix it systemically rather than one ticket at a time.
What You'll Bring
Must-Have Competencies

• Operational product ownership experience. You've owned internal tools, operational systems, or support platforms as a product manager - not just contributed to them. You understand the craft of building products for internal users where success is measured in operational efficiency and issue resolution, not feature engagement.
• Process design and incident management instincts. You bring order to chaos. You've designed operational workflows, defined SLAs, and built escalation paths. You see a messy process and you can't help but fix it - not with documentation alone, but with systems and tooling that enforce the right behavior.
• Strong analytical skills and metrics orientation. You live in operational metrics - resolution time, issue volume, escalation rate, automation coverage. You're comfortable instrumenting systems, building dashboards, and using data to decide what to fix next and prove that it worked.
• High ownership and bias for action. When something breaks, you run toward it. You operate with urgency on active issues while simultaneously investing in the prevention and automation that reduces future fire volume. You don't wait for things to be assigned to you.
• Technical fluency and curiosity about creating leverage via AI. You understand how products work end-to-end - not just the UI, but the underlying systems, data flows, and failure modes. You can partner with your EM to triage incidents effectively: reading logs, querying data, understanding where in the stack something broke. You're also deeply curious about how AI and new technologies can be applied to operational tooling and customer support to create step-change improvements.
• Comfort working across engineering, ops, and support. You're the connective tissue between the engineering team building tooling and the ops team using it. You deeply understand ops workflows, translate those needs into product requirements, and maintain trust with non-technical stakeholders who are often frustrated by tooling gaps.

Preferred Competencies

• Experience with AI-powered support or conversational AI products. You've worked with AI support agents, chatbot platforms, or similar systems and understand concepts like resolution rate, handoff logic, and conversation quality.
• Experience building or modernizing legacy internal tools. You've navigated the "enhance while you rebuild" challenge - keeping the lights on while driving toward a new architecture. You know how to earn trust with users by shipping quick wins while building toward a bigger vision.

Nice to Have

• Fintech or financial services ops experience. Familiarity with the operational complexity of consumer financial products - compliance constraints, money-movement implications of errors, regulatory remediation - would accelerate your ramp, but strong operational product instincts transfer across domains.

Key Behaviors We Value
At Possible, we live by our Cultural Values. For this role, we especially value:

• Act with Ownership. This is the "first line of defense" role. When something breaks, you own it - not because it was assigned to you, but because that's how you operate. You come to the table with solutions, take personal responsibility for resolution, and invest in the long-term systems that prevent issues from recurring. There are no shortcuts in operational excellence.
• ⭐ Expectations of Excellence. Operational work can be thankless, but you hold yourself to the same high bar whether you're triaging an incident at 7 AM or designing the next version of IAM. You sweat the details because you know that in operational products, the details are the difference between a customer who trusts Possible and one who doesn't. You build work you're proud to stand behind, even when it's behind the scenes.
• Trust as the Foundation. You sit at the intersection of engineering, ops, and support - teams that depend on each other and sometimes frustrate each other. You build trust by following through on commitments, being transparent about priorities and trade-offs, and creating space for ops associates and support agents to share what's actually happening on the ground. When you say something will be fixed, it gets fixed.

This is a Hybrid position. We work in our centrally located office in downtown Seattle three days a week (M, T, and Th).
The compensation range for this role is $182,750 to $215,000. We also offer significant stock options, comprehensive benefits, a bonus plan, commuter benefits, and an excellent office space with complimentary drinks and food options.
Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Matching
Paid Time Off (PTO)
Paid Holidays
Sick Leave
Remote Work
Life Insurance
Parental Leave
Bonus
Commuting
Flexible Schedule
Relocation Assistance
Commuter
Preferred Skills
Operational product ownership experience
Process design and incident management instincts
Strong analytical skills and metrics orientation
High ownership and bias for action
Technical fluency and curiosity about creating leverage via AI
Comfort working across engineering, ops, and support
With the backing of our venture investors- Union Square Ventures, Canvas Ventures, Euclidean Capital, and Unlock Venture Partners - a dedicated following of hundreds of thousands of customers, and an extraordinary team, we are unwavering in our fight for financial fairness. As one of only a few FinTech Public Benefit Corporations, we've baked our dual dedication to building a profitable and socially impactful company into our charter; we only succeed when our customers do too . Give us a shout if you'd like to help us ship financial products that protect consumers from predatory lending practices and promote economic health.
Possible Finance is dedicated to financial fairness and community empowerment. We welcome diverse perspectives and experiences to help us achieve our mission of unlocking economic mobility for generations to come.
Learn more about us as a Public Benefit Company .