Product Operations Leads, Heron Data

• We are seeking a high-output and technically-minded problem solvers who will keep our product running smoothly and our customers happy
• If you’re dependable, detail-oriented, and thrive solving customer issues, we’d love to hear from you
• 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
• 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
• 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

Desirable

• 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
• 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
• This is a hands-on, customer-facing role focused on running and improving core processes
• 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

• 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