Product Operations Leads
We are seeking high-output and technically-minded problem solvers 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 London 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 in London, where most of the team is in-person multiple days per week
- Your choice of top-of-the-line equipment to fit out your desk in the office
- Occasional travel to NYC for retreats and to work with the team there
- Competitive benefits: health insurance; pension; uncapped annual leave; 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 Korean or Vietnamese food!)
- Applicants from any background and gender are welcome and we have a zero tolerance policy on discrimination
