Product Operations Specialist | Juno

ABOUT THE ROLE

You will build and run the operating systems that help Juno ship reliably and support customers as we scale. On the product operations side, you will turn product decisions into clear operating plans, maintain visibility in Linear, coordinate customer testing and launch readiness, keep commitments and risks visible, and make sure product changes are communicated clearly.

You will partner closely with product and engineering to make decisions executable, keep work organized, surface gaps and dependencies, and ensure the team follows through on what it has committed to ship.

On the customer support side, you will be the first line of defense when customers encounter product issues. You will triage and investigate problems, coordinate the right response, and redirect travel-service questions to our travel partners. Because you sit close to both the product process and the customer, you will turn recurring friction into clear insights, accountable follow-up, and better operating systems.

Success means Juno ships through a lightweight and dependable process, customers understand what changed, risks and commitments do not get lost, recurring issues reach the right owners, and support demand does not grow one-for-one with the business.

WHAT YOU’LL DO

- Provide holistic support through the entire launch lifecycle across program management, customer testing, launch readiness, change management, customer communication, and post-launch iteration. Own and improve Juno's shipping process so the right reviews, testing, documentation, internal enablement, and customer updates happen at the right time.

- Maintain Linear as a reliable operating system for projects, owners, milestones, dependencies, status, and product decisions. Surface risks early and follow through until they are resolved.

- Serve as the first line of defense for product-related customer issues across email and chat, join customer calls when needed, manage escalations to resolution, and route travel-service questions to the right partner.

- Be the voice of the customer in product decisions. Analyze support trends and customer feedback, diagnose recurring friction, size the problems you find, and translate messy input into clear findings, recommended actions, prioritization input, and accountable follow-up for product and engineering.

- Build AI-powered workflows, automations, knowledge systems, and self-service experiences that improve the quality and speed of product operations and customer support.

WHAT YOU NEED

- 3+ years of experience in product operations, program management, customer experience, technical support, consulting, or another customer-facing analytical role in a fast-moving software company.

- You are highly process-oriented. You can turn ambiguous cross-functional work into clear owners, milestones, decisions, and next steps without creating unnecessary bureaucracy.

- You actively use AI to get real work done and can show us what you have automated, analyzed, or built.

- You can use qualitative feedback and data to identify patterns, diagnose root causes, size problems, and measure whether a product or operational fix reduced customer friction.

- You write with precision and empathy. You can explain a complicated product change or technical issue clearly, without jargon or filler.

- You run toward ownership, move quickly without losing the details, and can drive clarity across product, engineering, customer success, customers, and external partners.

NICE-TO-HAVES

- Technical fluency with APIs, integrations, debugging, or data analysis, even if you do not write production code.

- Experience in B2B SaaS, travel, fintech, or another operationally complex product.