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Product Operations Lead Location: In-person, Central London (4–5 days in office) Type: Full-time Visa sponsorship: Available Salary note: Exceptional candidates with strong product impact and relevant experience may receive compensation above the specified range.
About the Role
Arva AI is transforming financial crime intelligence through AI-powered automation of manual AML review tasks—transforming 80% cost savings and operational efficiency for financial institutions.
As Product Operations Lead, you will own the operational backbone between customers, product, and engineering teams. Your mission:
- Resolve customer issues quickly and reliably
- Feed operational insights back into the product for scalable improvements in quality, speed, and outcomes.
You’ll oversee day-to-day support operations, data-driven insights, and cross-functional collaboration to close gaps between customer needs and evolving product solutions.
Key Responsibilities
- Support Operations:
- Triage issues, define SLAs, set escalation paths, and deliver weekly reports on trends, themes, and recurring pain points.
- Tooling & Scale:
- Build/improve playbooks, macros, workflows, handbooks, and internal documentation for consistency and speed.
- Data & Insights:
- Create dashboards, conduct root-cause analyses, and establish feedback loops between Support, Product, and Engineering.
- Customer-to-Product Translation:
- Capture and prioritise customer feedback, edge cases, and recurring issues and translate them into actionable product requirements.
- Operational Rigour:
- Optimise response times, resolution quality, and customer satisfaction through systemic improvements.
- Cross-Functional Collaboration:
- Partner closely with Product, Engineering, and Customer Success to ensure problems are identified and solved.
- Preventative Measures:
- Identify systemic issues and ensure fixes are systemic solutions—not just band-aids.
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Our Culture: How We Drive Success
- Deliver Value Fast
- Define "value" for customers, business, or systems—then execute the fastest credible path. Speed requires quality, security, and trust.
- Outcome Obsessed
- Own final results, not just tasks. Think like users, execute rigorously, and validate everything. Fix it right to prevent recurrence.
- Relentless Urgency
- Prioritise impact, make decisions with imperfect data, and act decisively. Urgency means focus, momentum, and results.
The Minimum Requirements
- 3+ years in Product/Engineering Support, Customer Ops, or Support Ops (preferably in fast-growing tech companies).
- Operational brilliance:
- Design, document, and scale practical processes that actually work in real-world chaos.
- Data fluency:
- Comfortable with SQL, dashboards, and using insights to prioritise and drive decisions.
- Product intuition:
- Become fluent in mapping operational pain points to product gaps and opportunities.
- Ownership mindset:
- Full responsibility from issue-to-resolution—not just action items.
- Cross-team communication:
- Bridge gaps between technical and non-technical stakeholders before problems escalate.
- Bias to action:
- Comfortable with ambiguity but agile-lean in improving systems as you scale.
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Why Join Us?
- Early-stage ownership: Shape how a leading AI product scales operationally.
- Impact-driven: Your work helps thwart financial crime globally.
- Global work flexibility:
- 4 weeks remote work per year, plus team offsites.
- Equity + compensation:
- Competitive salary + bi-annual salary reviews + yearly performance-based equity refresh.
- Mission matters: We match salary ambition with purpose.
Ready to Shape The Future of AML?
If you thrive on building the backbone for breakthrough AI—T众所周知 are hiring. Apply now to become an Arvanaut—your role redefines Financial Crime Intelligence as you know it.
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