Vice President of Operations

2 weeks ago

Richmond, United States Koalafi Full time

At Koalafi, we believe in a world where no one has to put an important purchase on hold. That's why we're making it easier for more people to pay for big purchases over time.

Over 17,000 retailers rely on us to match their customers to a payment plan clearly and quickly, all while reflecting well on their brand. Their 2M+ customers love us because we provide a flexible way for them to make payments, and give them an opportunity to improve their credit. Our 200+ Koalafi teammates enjoy inspiring and challenging work that accelerates their careers.

Interested in learning more about how we're transforming the financing experience and joining our team?

We are seeking a highly knowledgable and motivated Vice President of Operations to join our executive team. As a key driver of operational strategy and implementation, you will play a pivotal role in shaping the future of operations at Koalafi. We are looking for a strategic thinker with a keen diagnostic mind, a passion for operational excellence, and a talent for fostering collaboration across diverse teams.

In this role, you will have the opportunity to guide and inspire a high-performing operations team, setting the standard for efficiency, innovation, and customer-centricity. Your strategic insights and data-driven approach will drive continuous improvement, ensuring that our operations are not just effective but also scalable and resilient.

**What You'll Do**:
**Leadership (Operations & Team)**:

- Spearhead and enhance daily operations to support business objectives, driving efficiency and effectiveness across the organization.
- Build and mentor a cutting-edge operations team, fostering a culture of excellence, collaboration, and innovation.
- Empower team members to make informed-choices, innovate, and drive continuous improvement. Develop and retain top talent by promoting a culture of mutual respect and excellence.

**Management**:

- **Metrics and KPIs**: Develop, implement, and monitor metrics and KPIs to measure and drive operational performance and efficiency.
- **Vendor Management**: Maintain relationships with third-party vendors, ensuring that they meet service level agreements and contribute to the overall success of the company.
- **Risk Management**: Identify and mitigate operational risks, ensuring compliance with industry regulations and standards.
- **Budget Management**: Oversee the operations budget/P&L and enhance variable OpEx, ensuring cost-effective use of resources while maintaining high-quality standards.

**Strategy**:

- **Strategic Initiatives**: Work cross-functionally with key stakeholders, including product, engineering, marketing, and sales teams, to align operational strategies with business goals, eliminate inefficiencies and improve customer and merchant experience.
- **Problem Solving**: Address operational obstacles with innovative solutions, fostering a culture of continuous improvement.
- **Reporting & Analytics**: Develop dashboards for performance tracking and actionable insights, and present updates to senior executives on support operations and performance metrics.

**About You**:

- **Operational Expertise**:Extensive experience in call center operations, collections, and recoveries, with a focus on enhancing performance and customer experience.
- **Leadership**: Proven aptitude to motivate and inspire teams from diverse backgrounds, driving performance and fostering a collaborative environment.
- **Analytical Know-how**: Strong analytical and critical thinking experience, with a focus on data-driven result-driving.
- **Technical Acumen**: Knowledge of fintech products and services, with the aptitude to work closely with technical teams.
- **Vendor Management**: Experience in maintaining third-party vendors and ensuring alignment with company goals.
- **Strategic Thinking**: Strong strategic thinking and planning credentials, with the aptitude to align operational activities with business objectives.
- **Project Management**: Demonstrated experience in overseeing intricate projects, with a record of delivering results on time and within budget.
- **Communication**: Excellent communication and people techniques, with the propensity to effectively engage and influence stakeholders at all levels.
- **Adaptability**: Thrive in a dynamic startup environment, with a proactive approach and a strong emphasis on scrappiness and flexibility in adapting to change.

**Qualifications**:

- Minimum of 10 years of experience in operations management, preferably within fintech, financial services, or other highly regulated industries.
- 8+ years in call center operations, collections, and recoveries, with a focus on maximizing performance and customer experience.
- Proven track record of guiding and scaling operations teams in a startup or high-growth environment through measured, equitable and data-driven strategies.
- Experience advocating for consumers and merchants across multiple dimensions, using various tools to guid

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