ROLE OVERVIEW

Blend's strategic accounts are our largest and most important home lending customers. Today, their requests reach the product team through many channels: Slack threads, customer success manager (CSM) notes, Asana, Jira, premier support tickets, and escalations. Many of these accounts also have dedicated Premier Support specialists and support channels, whose break/fix and enhancement asks land in the same product queue with no consistent triage between support work and product work.

Once a request is committed, clients expect to know where it stands: which release it's targeted for, whether the date is holding, and when it ships. That tracking currently lives in per-account enhancement trackers and status updates that product managers maintain by hand.

None of this is a standing process today. This role builds it: a single, structured interface between strategic accounts, premier support, and product, where client needs are captured once, documented well, prioritized deliberately, and tracked through the release pipeline to delivery. Building the process is half the job; getting product, customer success managers, and premier support to work this way is the other half.

MISSION

Design and stand up the operational front door between strategic accounts, premier support, and the home lending product team — intake, triage, prioritization, and release visibility — and drive the adoption needed to make it how work flows, so clients hear a consistent story from request through release notes.

RESPONSIBILITIES

• Design and stand up the intake and triage process for strategic-account product requests, including break/fix asks from premier support, and drive its adoption across customer success managers, premier support, and product
• Define the working model between Premier Support specialists and product: what routes where, who owns what, and how status flows back to each side
• Build a single source of truth consolidating requests and requirements currently scattered across customer success manager notes, Asana, Jira, and Slack, and retire the channels it replaces
• Stand up release-pipeline tracking for committed requests — Jira status, target release, delivery dates per account — and communicate status and slips to customer success managers, premier support, and clients
• Group client requests into themes to enable roadmap-level conversations rather than item-by-item negotiation
• Attend recurring strategic-account meetings and onsites as the product team's operational representative (travel required)
• Coach customer success managers on requirements quality, and hold the intake standard as the new process takes hold
• Report to product leadership on request volume, themes, aging, and release status, and adjust the process based on what the data shows

KEY PARTNERSHIPS

• Home lending product leadership (reporting relationship)
• Customer success managers and Premier Support specialists on strategic accounts
• Product management leadership on prioritization and roadmap alignment
• Product owners and engineering leads on release planning, target dates, and release notes
• Product operations  
• Delivery leads on in-flight program dependencies

PROFILE

• Background in product operations, support, professional services, or delivery consulting for enterprise software
• Mortgage industry experience required
• Has built processes from scratch and driven adoption across teams outside their own reporting line; drives ongoing and iterative process improvement
• Familiar with enterprise support workflows (ticket triage, break/fix vs. enhancement) and software release processes (Jira, release planning, release notes)
• Strong requirements discipline: able to turn a fragmented Slack thread into a clear, testable requirement
• Comfortable being client-facing in meetings and onsites without owning a scrum team
• Organized and process-minded; builds systems that outlast individual requests
• Direct, professional communicator who can say no with context and hold a prioritization line

Compensation:

• Base Salary Range: $118,000 – $139,000 (This applies to full time hires. Final offer determined by multiple factors, including but not limited to function, level, geographic location, job related knowledge, skills, and experience.)
• Bonus (if applicable): Eligibility is contingent upon both company performance against established goals and achievement of individual performance objectives.
• Equity : Meaningful Restricted Stock Units in public company stock (NYSE: BLND) so you share in Blend’s long-term growth and success.