Product Operations Manager

Why join us

• Brex is the intelligent finance platform that enables companies to spend smarter and move faster in more than 200 markets.
• By combining global corporate cards and banking with intuitive spend management, bill pay, and travel software, Brex enables founders and finance teams to accelerate operations, gain real-time visibility, and control spend effortlessly.
• Brex's AI-native automation and world-class service eliminate manual expense and accounting tasks for customers so they can focus on what matters most.
• Tens of thousands of the world's best companies run on Brex, including DoorDash, Coinbase, Robinhood, Zoom, Plaid, Reddit, and SeatGeek.
• Working at Brex allows you to push your limits, challenge the status quo, and collaborate with some of the brightest minds in the industry.
• We're committed to building a diverse team and inclusive culture and believe your potential should only be limited by how big you can dream.
• We make this a reality by empowering you with the tools, resources, and support you need to grow your career.

Operations at Brex

• Operations is the backbone of Brex's mission to power businesses through our Intelligent Finance Platform.
• We own credit, fraud, money movement, and payments, protecting our customers and our company.
• From product operations that ensure flawless launches to scalable systems that drive innovation and precision, we operate at the intersection of product, design, engineering, and customer success.
• If you want to work at the heart of the business, Operations is where you belong.

What you'll do

• You'll lead the Product Operations team and own the operational readiness for Brex's product launches: the enablement that must be in place before a customer ever touches a new feature.
• You'll also own Brex's product knowledge, the Help Center, and our internal knowledge base, plus the measurement that tells us whether it lands.
• This is a role for someone who combines product manager, data, and operations skills and behaviors.
• You'll inherit a team that has already automated a large share of its own workflow, with a suite of production agents running much of the recurring work.
• Your job is not only to keep that running, but to push it further: expand what AI carries and reinvest the capacity it frees into the judgment work only people can do.
• We want to raise our evidence bar by using key metrics to hold ourselves accountable, focus on where the impact is greatest, and celebrate our wins.
• We treat AI as leverage, not as a deliverable, and we measure it by how it improves our efficiency and the quality of our deliverables.

Where you'll work

• This role will be based in our Vancouver office.
• We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home.
• We currently require a minimum of three coordinated days in the office per week, Monday, Wednesday and Thursday.
• As a perk, we also have up to four weeks per year of fully remote work!

Responsibilities

Launch readiness and enablement

• Own launch readiness, ensuring documentation, release notes, training, and tooling are ready for each release. Adapt processes and team capacity as EPD's release cadence evolves.
• Lead and improve OLAB, the weekly cross-functional board that assesses launch impact and aligns teams on readiness.
• Engage early in launches, using customer and product insights to shape the product experience.
• Lead customer-facing escalations and crisis response, establishing a single source of truth, coordinating communications, and running retrospectives.

Documentation and product knowledge

• Own the lifecycle and quality of product documentation, keeping Help Center articles, internal knowledge, service descriptions, and implementation guides accurate, current, and clear.
• Partner with leadership and Engineering to structure and maintain product knowledge for people and AI systems.
• Turn AI support agent failure patterns into documentation improvements, with human validation of every AI-suggested change.

Data and automation

• Define actionable metrics for self-service, chatbot containment, knowledge adoption, and queue health, with clear thresholds, owners, and responses.
• Expand team automation and set standards for effective AI use, including where human judgment remains essential.

Team and cross-functional leadership

• Lead and develop a team of four product-domain owners, setting clear expectations and managing performance and career growth.
• Partner across product and customer-facing teams to deliver accurate, timely enablement, balancing readiness with delivery speed and making practical trade-offs.
• Communicate performance and strategy to CX leadership and executives, translating data into clear insights that drive decisions.

Requirements

• 4+ years in Product Operations, Product Management, Program Management, or a related function, ideally in fast-paced tech or fintech.
• Experience partnering with Product and Engineering through full launch cycles, with confidence navigating scope, sequencing, and trade-offs.
• Experience leading projects, mentoring teammates, or developing others. First-time managers are welcome.
• Proven ability to scale cross-functional processes and influence partner teams without formal authority.
• Experience owning documentation or knowledge at scale, maintaining quality as products evolve.
• Strong analytical skills, including defining metrics, building useful dashboards, and using data to prioritize.
• Hands-on experience integrating AI agents and automation into workflows, with measurable improvements in efficiency or outcomes.
• Clear, precise communication across technical and non-technical audiences, including presenting data to leadership.
• Sound prioritization under competing demands and adaptability as processes and business needs change.

Bonus points

• Background in fintech, financial services, or enterprise SaaS.
• Experience as a Product Manager.
• 1+ years managing or developing a team of 3+ individual contributors.
• Familiarity with structuring and maintaining product knowledge for AI systems at scale.
• Experience with self-service and containment metrics.
• Proficiency with tools such as Linear, Guru, Sanity, and Hex.
• Experience running cross-functional governance forums or advisory boards.
• A track record of turning operational insights into product roadmap changes.

Compensation

• The expected salary range for this role in Vancouver is $120,800 to $151,000 CAD.
• However, the starting base pay will depend on a number of factors including the candidate's location, skills, experience, market demands, and internal pay parity.
• Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.
• Brex LLC is a wholly owned subsidiary of Capital One, N.A.

Please be aware, job-seekers may be at risk of targeting by malicious actors looking for personal data. Brex recruiters will only reach out via LinkedIn or email with a brex.com domain. Any outreach claiming to be from Brex via other sources should be ignored.