Product Ops, Buy at Folio

Folio Buy is the engine behind how we onboard new hotel customers, e.g. configuring storefronts, catalogs, and approval workflows. Today, this process involves manual coordination across internal teams, property teams, and suppliers. We're looking for a Folio Buy Product Ops lead to own this end-to-end workflow, identify bottlenecks, and drive improvements that dramatically accelerate setup effort spanning different functional work. This is a technically-minded product operations role. You'll sit at the intersection of GTM, operations, and engineering to translate messy, real-world pain points into scoped product work, build programmatic monitoring and tooling to operationalize manual work, and define the path toward a simpler, faster, more self-serve setup experience. What excites you - Taking a complex, multi-step operational workflow and making it dramatically faster and more reliable. You get satisfaction from shaving days off a process and eliminating manual steps. - Digging into the details of how things actually work today — shadowing implementation calls, reading support tickets, mapping out every step and handoff — so you can find the real bottlenecks. - Translating qualitative pain points ("this is frustrating," "we keep going back and forth") into clear, prioritized product requirements and experiments. - Working at the intersection of product, operations, and engineering — you're not a pure PM and you're not a pure ops person. You're comfortable doing both, and you're technical enough to build tooling and monitoring yourself. - Building processes, playbooks, and programmatic tooling from scratch, and iteratively improving existing workflows. - Working with a small, fast-moving team where your improvements directly impact customers and the business. Having ownership and autonomy over how you manage your work. What you'll do - Own the Folio Buy workflow end-to-end. Map the current process, identify bottlenecks, and maintain a clear view of where time and effort are spent. - Prioritize and scope product improvements. Cut through the noise of pain points and feature requests to define P0/P1/P2 improvements to the setup experience, especially toward a simpler onboarding path. - Partner with operations & engineering. Work closely with the team doing setups day-to-day to close the loop on what's working, what's breaking, and where customers and suppliers get stuck. - Build programmatic monitoring and tooling. Write code (or vibe code) to operationalize manual work: automate repetitive steps, build monitoring dashboards, and create tools that give the team visibility into setup health. - Design and improve internal processes. Build better playbooks, templates, and admin workflows that reduce manual effort, from supplier account setup sheets to bulk import flows. - Support some business development work to enable improvements in the customer experience. What excites us - 3–6 years of experience in product operations, product management, technical operations, or a product-adjacent role at a high-growth startup or SaaS company. - You're a technically sharp, product-oriented operator: analytical, dynamic, and comfortable writing code. You can map a messy process, identify the highest-leverage fix, and drive it to completion, including building the tooling yourself. - You have strong user experience and onboarding intuition — you know how to simplify flows, reduce friction, and shorten time-to-value. - You're comfortable with systems and tooling: designing internal processes, building playbooks, and improving admin tools that support operational workflows. You are excellent at scoping and prioritization - You communicate clearly and can translate between operational teams ("this is broken") and engineering ("I’ve scoped a potential solution that could reduce the time this step takes by Y days"). - You love fast-paced environments; you're resourceful, proactive, and don't wait around for someone else to fix things. Bonus points for: - Engineering or technical background (comfortable reading code, writing specs, understanding system constraints) - Experience with onboarding, implementation, or customer setup workflows at a B2B SaaS company - Familiarity with procurement, supply chain, or hospitality operations - Experience working with admin tools, internal tooling, or ops platforms - Experience at a Series A–B stage company Working at Folio - We're a remote-first company. Quarterly, we travel to work together in-person and stay with one of our hotel partners. - For the most part, we rely on Google Meet, Linear, Notion, and Slack to make decisions and get things done day-to-day. - You will have the opportunity to travel and meet our customers in person. - We're a small team who work collaboratively and meet daily for stand up. What we value - Craft. We take pride in our work, find joy in execution, and believe that the best companies are built at a steady yet resilient pace. - Optimism. We believe in ourselves and each other and know anything is possible with the right amount of hustle and grit. - Ownership. We love making things better and have a strong sense of shared responsibility over everything we create together. - Hospitality. The industry we're building for has a culture of service to others, and we bring that energy to how we work together each day.