Product Operations Specialist

FMG

Product Operations Specialist at FMG responsible for maintaining documentation and customer communications. Collaborating with teams to ensure readiness for product changes and enhancements.

Posted 7/21/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $60,000 - $63,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong writing skills to create clear, user-friendly documentation and effectively manages customer communications and feedback channels. Proficient in coordinating training and readiness documentation while leveraging AI tools to enhance productivity and documentation processes.

Highest-signal resume keywords

Strong Writing SkillsAI Tools ProficiencyCloud-Based SaaS ExpertiseCustomer Communication ManagementOrganizational Coordination

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical DocumentationRoot Cause AnalysisKnowledge Base ManagementIncident DocumentationCustomer Feedback Management

Soft Skills

Verbal CommunicationOrganizational SkillsAdaptabilityCollaborationAttention to Detail

Tools & Technologies

AI ToolsDocumentation SoftwareKnowledge Management Systems

Industry Keywords

Financial ServicesInsuranceSaaS ProductsCustomer-Facing Documentation

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own product documentation : Produce and maintain clear, user-friendly customer-facing and internal product documentation.
Manage the Knowledge Bases : Keep our client-facing Knowledge Bases accurate and current, using support signals and usage data to find and close documentation gaps.
Drive organizational readiness : Create and coordinate readiness documentation and internal team training so customer-facing teams are prepared for product changes and enhancements, system migrations, and launches.
Own transactional customer communications : Write, build, and send operational, time-sensitive comms, such as outage banners and product-change notifications, that keep customers informed when something needs their attention.
Document incidents and escalations : When something breaks, collaborate and coordinate across Product and Engineering teams to understand the issue and its customer impact, then produce the internal documentation and Root Cause Analysis reports that get our customer-facing teams equipped to respond to clients.
Manage customer feedback channels : Maintain the customer feedback and feature-request channel, and support beta program coordination and feedback collection ahead of general release.
Lean into AI : We expect this role to use AI tools actively, both for your own productivity in drafting, summarizing, and documentation, and for finding opportunities to apply AI-assisted workflows across our work.

Requirements

What you’ll need

A strong writer who can turn complex, sometimes messy technical information into clear, user-friendly documentation, adapting tone and depth to fit the audience.
Accurate and thorough, asking the right follow-up questions to make sure the details are correct before they go out.
Organized and able to juggle multiple projects and shifting priorities at once without losing track of any of them.
A natural coordinator who stays on top of moving parts and follows through until loose ends are closed, especially when the answer requires pulling together several people who don't have the full picture.
Comfortable operating in ambiguity, staying effective when things are unclear and the answer isn't obvious yet.
A strong verbal communicator who collaborates well across teams.
Hands-on experience with AI tools, including creating AI-friendly documentation and writing effective prompts.
Expertise working with cloud-based, software-as-a-service (SaaS) products and platforms.
Financial services and insurance industry knowledge is a plus.

Benefits

Comp & perks

Enjoy a generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown.
Our comprehensive paid time off policies cover vacation, sick days, parental leave, and bereavement leave.
Our robust insurance plan includes: Medical with $0 co-pay, Telehealth plan, Dental, Vision.
Health Savings Account (HSA) with generous employer contributions.
Flexible Spending Accounts (FSA).
Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage.
Company-paid Short & Long Term Disability coverage.
Company-paid Employee Assistance Program (EAP).
Matching 401(k) with immediate full vesting.
On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit.
Internet & Gym Reimbursement!