Product Operations Specialist

About the Role

The Product Operations Specialist is part of the Solidifi Product Operations team and supports the stability, scalability, and operational excellence of our product ecosystem. This role focuses on client deployments, production support, intake and ticket management, and centralized documentation knowledgebase, while helping reduce reactive work through improved processes and tooling.

Reporting to the Product Operations Manager, this individual works closely with Product, Technology, Client Services, and external partners to ensure smooth releases, timely issue resolution, and well-documented operational practices. 

Responsibilities

• Support and execute client deployments, including configuration, validation, and coordination with internal teams
• Perform back-office client and user setup, maintenance, and permissions management
• Support deployment readiness activities, including coordination of release sign-off with clients and internal business stakeholders
• Partner with Product Ops leadership to identify and prioritize operational gaps and support the standardization of processes requiring attention
• Serve as a primary point of support for production issues, including triage, troubleshooting, escalation, and communication
• Manage intake, tracking, and follow-up of tickets related to defects, incidents, and operational requests
• Conduct initial root cause analysis and partner with Technology teams on resolution and prevention
• Create and maintain operational documentation, including runbooks, deployment guides, troubleshooting steps, and FAQs
• Document recurring support workflows and configuration patterns to enable self-service and reduce manual effort
• Contribute to knowledge management practices to ensure information is accurate, accessible, and up to date
• Support operational reporting and analysis using tools such as Excel, BI platforms, and internal dashboards
• Assist with tracking support volumes, deployment activity, and operational trends
• Provide data and insights to support continuous improvement initiatives
• Collaborate with third-party vendors and integration partners as needed
• Support analysis of change requests and new feature impacts from an operational perspective
• Participate in continuous improvement efforts aligned with the Product Operations roadmap
• Other duties as assigned

Skills and Expertise 

Required

• Bachelor’s degree and/or 3+ years of progressive experience in product operations, technical operations, or a similar role
• Experience supporting production systems, deployments, or technical operations
• Strong analytical and troubleshooting skills with attention to detail
• Ability to manage multiple priorities in a fast-paced, evolving environment
• Strong written and verbal communication skills

Preferred

• Experience with ticketing and workflow tools (e.g., Atlassian, Samanage)
• Familiarity with data and reporting tools such as QlikSense, Power BI, Looker, or similar platforms
• Experience with database or data tools (e.g., Navicat, BigQuery) at a basic to intermediate level
• Experience documenting operational processes or building runbooks and knowledge bases
• Exposure to automation tools such as Power Automate
• Strong working knowledge of Microsoft Office 365 and SharePoint
• Experience using AI-assisted tools to support operational workflows such as ticket triage, documentation creation, release validation, or data analysis

Benefits

We provide a comprehensive benefits package that includes health, dental, and vision insurance, life insurance (basic and voluntary), short- and long-term disability coverage, FSA plan, 401(k) with company match, Wellness webinars, employee assistance programs, paid time off, volunteer time off, and paid holidays.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties, and skills required.

 About Solidifi

Solidifi is a leading network management services provider for the residential lending industry. Our platform combines proprietary technology and network management capabilities with tens of thousands of independent qualified field professionals to create an efficient marketplace for the provision of mortgage lending services. We are a leading independent provider of residential real estate appraisals and title, and settlement services. Our clients include top 100 mortgage lenders in the U.S. and some of the largest banks and insurance companies in North America. Solidifi is a wholly owned subsidiary of Real Matters (TSX: REAL). Visit www.solidifi.com for more information and stay connected with our latest news on LinkedIn.

 Equal Opportunity Employer

Solidifi is an Equal Opportunity Employer; applicants are considered for all roles without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need. Please advise us at any point during the recruitment and selection process if you require accommodation. Solidifi is committed to compliance with all applicable legislation, including providing accommodation for applicants with disabilitie