Director of Customer Operations
2 weeks ago
We started Novo to challenge the status quo—we’re on a mission to increase the GDP of the modern entrepreneur by creating the go-to FinTech platform for small businesses (SMBs). Novo is flipping the script of the FinTech world, and we’re excited to lead the small business FinTech revolution.
We are looking for people of character. Pragmatic and capable people who want to see their work drive better outcomes for small businesses — the backbone of our economy. You will join our team and work on the building blocks of everything Novo ships.
Why Novo?
Novo is a rapidly growing series B fintech startup with a mission-driven team that’s passionate about helping every small business in America
Positive, inclusive, supportive culture cheering you on your journey
We work with very new technologies and architecture patterns
We provide learning and development budgets to help you grow and bond with your team
Able to work from the office 3+ days per week
Offices in NYC, Miami, Delaware, India, and Colombia
About the Role:
We are looking for a Director of Customer Operations who understands how to drive improvements in our customer satisfaction by championing quality of service and ensuring customers’ needs are understood by partners in product, marketing, and risk. If you're passionate about simplifying the back office for small business owners, then we want to chat. Are you ready to revolutionize the small business banking industry with us?
Responsibilities:
General
Set the short and long term strategy for support and manual processing teams, with a focus on quality and eventually cost
Refine and develop our management team
Drive improvements in our customer satisfaction by championing quality of service and ensuring customers’ needs are understood by partners in product, marketing, and risk
Manage the budget in concert with service standards and unit economics required for business success
Ability to take on other teams that are people and process heavy
Customer Support
Develop an effective tiered system of support
Manage a team of managers responsible for our domestic and international customer support agents
Merge teams across the globe to create more efficiency and continuity across ticket routing/management
Banking Operations
Manage a team of managers responsible for teams processing payments and managing risk
Merge teams across the globe to create more efficiency and continuity across ticket routing/management
Optimize manual processing through automation and model-building
Enablement
Work with Product, Engineering, Data, and Risk to synthesize our customer operations tool stack
Standardize our quality assurance and knowledge & training program
Upgrade our process management program
Manage and upgrade vendors
Requirements for the Role:
8+ years in customer support/success and/or business operations
5+ years of management experience hiring, coaching, mentoring, and developing a high-performing organization
Director of CS, Director of Business Operations or similar experience at startup or senior member of CS or BizOps at later stage tech
Experience managing Business Process Organizations
How We Define Success:
Consulting - architect the function and build systems to drive outcomes
Leadership - motivate people at every level to believe they can add material value to customers with every interaction and build up other leaders
Expertise - Bring world-class ability in business operations or customer experience to the company
Stakeholder - Have colleague Directors say “that person, through selfless behavior and high standards, makes me and the company better”
Financial - Drive financial outcomes that matter to the business
Execution - Operate both in the clouds and in the dirt
Nice to Have, But Not Required:
Experience scaling to Series D
Scaling an customer operations team from 30 to 200+
Led geographically dispersed teams
Salary Range (NYC): $185K-200K annualized salary. This range is not inclusive of discretionary bonus or equity package, offers to be determined based on experience, education and skill set. The range for this same position may be lower or higher in markets outside of New York City
LI-CD1
Novo values diversity as a core tenet of the work we do and the businesses we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.
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