Product Operations Assistant

Product Operations Assistant

Department: Product, R&D

Team: Product Operations

Reports To: Manager, Product Operations

Location: Hybrid

Moatable Philllippiness is Looking for a talented and passionate Product Operations Assistant for Lofty to join our team to support Lofty's Product, Sales, Customer Success, Support, and Engineering teams by ensuring product knowledge, operational processes, documentation, and demo environments are accurate, scalable, and easy to access.

Role Overview

This role sits at the intersection of Product, Sales, Customer Success, Customer Support, and Engineering, helping translate product changes into clear processes, SOPs, training, and real-world execution. The ideal candidate is operationally strong, technically comfortable, customer-facing, and excited to use AI and modern tooling to work more efficiently.

What You'll Do

• Product & Process Enablement (55%)

1. Serve as a go-to source of product and process knowledge for internal teams, responding to real-time questions via internal channels and office hours.
2. Participate in Product Office Hours, tracking follow-ups and ensuring questions are resolved accurately and on time.
3. Own the maintenance and accuracy of Help Center and internal documentation, ensuring updates align with product releases and changes.
4. Write, maintain, and enforce Standard Operating Procedures (SOPs) for cross-functional workflows (e.g., user transfers, demo/sandbox processes, whitelisting, pricing documentation).
5. Maintain documentation repositories across SharePoint and internal knowledge tools.
6. Support product launches by validating training materials and release readiness.
7. Troubleshoot and validate product issues prior to escalation to Product or Engineering.
8. Collect, synthesize, and share frontline feedback related to product behavior, AI performance, and usability.
9. Support escalated enterprise tickets, SOC2 due diligence requests, and other high-priority operational needs.

• Demo/Sandbox Account & Contract Management (35%)

1. Manage the end-to-end demo/sandbox account lifecycle, including creation, approval, tracking, maintenance, and cleanup.
2. Enforce clear standards and approval criteria for demo/sandbox accounts used by Sales, partners, and internal teams.
3. Maintain a centralized demo/sandbox account database and ensure expired or unused accounts are deactivated.
4. Assist with contract management, including tracking, organization, and operational follow-through in partnership with internal stakeholders.

• Tools, Systems & Operational Excellence (10%)

1. Organize and continuously improve team workflows, SOPs, and operational standards.
2. Maintain and audit internal distribution lists and routing workflows to ensure accurate communication.
3. Leverage project management tools (e.g., Notion or similar platforms) to track work, documentation, and initiatives.
4. Use AI tools to assist with documentation, knowledge retrieval, summarization, training content, and operational efficiency.
5. Contribute to the development and improvement of internal AI-powered knowledge tools for employee support.

What We're Looking For

Required Qualifications

1. Experience in real estate technology, including familiarity with CRMs, real estate websites, SaaS platforms, or related tools.
2. Experience in Product Operations, Customer Success Operations, Technical Support, or a similar operational role.
3. Proven ability to write, maintain, and follow SOPs with high attention to detail.
4. Strong written communication skills for documentation and internal knowledge sharing.
5. Comfortable being customer-facing, including supporting Sales, Support, and Customer Success teams directly.
6. Ability to manage multiple workflows, troubleshoot issues, and escalate thoughtfully.
7. Experience working with or alongside AI tools to improve productivity or operational outcomes.

Preferred Qualifications

1. Project management experience, formal or informal.
2. Hands-on experience with Notion and other project management or documentation tools.
3. Familiarity with HubSpot (or similar CMS tools) for publishing landing pages, managing forms, and supporting customer-facing content workflows.
4. Familiarity with Zendesk, SharePoint, demo/sandbox environments, or internal knowledge bases.
5. Experience supporting SaaS product launches or cross-functional enablement efforts.
6. Comfort working in fast-paced, evolving environments with high ownership and accountability.

Why This Role Matters

This role ensures that Lofty's teams can confidently sell, support, and deliver the product by providing clarity, consistency, and operational excellence. You'll help turn product complexity into usable knowledge and scalable processes while leveraging AI and modern tools to continuously improve how work gets done.