Director of Customer Operations
4 weeks ago
We started Novo to challenge the status quowere 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 were 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 thats 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.
#J-18808-Ljbffr
-
Director of Operations
21 hours ago
Miami, Florida, United States Embassy Suites by Hilton Miami International Airport Full timeA Director of Operations is responsible for the effective operational management of the hotel so Heads of Department achieve and exceed their revenue and Guest satisfaction targets.What will I be doing?As Director of Operations, you will be responsible for the effective operational management of the hotel so Heads of Department achieve and exceed their...
-
Director of Operations
14 hours ago
Miami, United States Leap Brands Full timeLeap Brands is looking to fill a Director of Operations position. This position is ideal for someone who has a strong background in multi-unit operation management within the QSR Industry. As the Director of Operations you'll lead the operations for multiple locations with full P&L oversight, set the standards, culture and expectations for the other leaders...
-
Director of Operations
3 weeks ago
Miami, United States Marriott Hotels & Resorts Full timeThis dynamic Director of Operations will be responsible for supporting all aspects of the operation including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment. Operations, Director, Operation, Associate, Manufacturing, Manager
-
Director of Quality Operations
4 days ago
Miami, United States EPM Scientific Full timeDirector of Quality OperationsLocation: Miami, FloridaWork situation: On-siteThe Director of Quality Assurance and Manufacturing will be responsible for overseeing all aspects of quality assurance, quality control, and manufacturing operations within the pharmaceutical company. This critical role requires a strategic leader with a deep understanding of...
-
Director of Quality Operations
4 days ago
Miami, United States EPM Scientific Full timeDirector of Quality OperationsLocation: Miami, FloridaWork situation: On-siteThe Director of Quality Assurance and Manufacturing will be responsible for overseeing all aspects of quality assurance, quality control, and manufacturing operations within the pharmaceutical company. This critical role requires a strategic leader with a deep understanding of...
-
Director of Quality Operations
3 days ago
Miami, United States EPM Scientific Full timeDirector of Quality Operations Like the look of this opportunity Make sure to apply fast, as a high volume of applications is expected Scroll down to read the complete job description. Location: Miami, Florida Work situation: On-site The Director of Quality Assurance and Manufacturing will be responsible for overseeing all aspects of quality assurance,...
-
Director of Quality Operations
3 days ago
Miami, United States EPM Scientific Full timeDirector of Quality OperationsLocation: Miami, FloridaWork situation: On-siteThe Director of Quality Assurance and Manufacturing will be responsible for overseeing all aspects of quality assurance, quality control, and manufacturing operations within the pharmaceutical company. This critical role requires a strategic leader with a deep understanding of...
-
Security Director of Operations
2 weeks ago
Miami, United States Nation Security Services, LLC Full timeJob DescriptionJob DescriptionAre you a dynamic and self-motivated leader seeking to take your Security Career to the next level? At Nation Security we are hiring a Director of Operations to join our Miami office who will lead our security team and ensure top-notch safety for clients in a fast-paced professional setting. Your key duties will include creating...
-
Director Hotel Operations
3 weeks ago
Miami, United States Norwegian Cruise Line Holdings Ltd. Full timeBASIC PURPOSE: Assume lead role for critical functions in support of Onboard Provision Masters, Shoreside and Shipboard Auditing Department and onboard inventory depletion plans. Drive implementation and enhancement activities related to onboard operational technologies. Manage Quality Assurance/ Brand Standards program for the fleet.POSITION...
-
Director Hotel Operations
4 days ago
Miami, United States Norwegian Cruise Line Holdings Ltd. Full timeBASIC PURPOSE: Assume lead role for critical functions in support of Onboard Provision Masters, Shoreside and Shipboard Auditing Department and onboard inventory depletion plans. Drive implementation and enhancement activities related to onboard operational technologies. Manage Quality Assurance/ Brand Standards program for the fleet.POSITION...
-
Director Hotel Operations
1 month ago
Miami, United States Norwegian Cruise Line Holdings Ltd. Full timeBASIC PURPOSE: Assume lead role for critical functions in support of Onboard Provision Masters, Shoreside and Shipboard Auditing Department and onboard inventory depletion plans. Drive implementation and enhancement activities related to onboard operational technologies. Manage Quality Assurance/ Brand Standards program for the fleet.POSITION...
-
Director of Operations Primate Breeding Facility
4 weeks ago
Miami, United States RPM ReSearch Full timeAssistant Site Director/ Director of Operations Primate Breeding Facility Job Title: Associate Site Director - Primate Breeding Facility Position Overview: As the Associate Site Director for our Primate Breeding and Holding Facility, you will work closely with the Site Director to provide critical support in achieving the facility's mission and objectives....
-
Director of Operations Primate Breeding Facility
4 weeks ago
Miami, United States RPM ReSearch Full timeJob DescriptionJob DescriptionAssistant Site Director/ Director of Operations Primate Breeding FacilityJob Title: Associate Site Director - Primate Breeding FacilityPosition Overview:As the Associate Site Director for our Primate Breeding and Holding Facility, you will work closely with the Site Director to provide critical support in achieving the...
-
Miami, United States RPM ReSearch Full timeAssistant Site Director/ Director of Operations Primate Breeding FacilityJob Title: Associate Site Director - Primate Breeding FacilityPosition Overview:As the Associate Site Director for our Primate Breeding and Holding Facility, you will work closely with the Site Director to provide critical support in achieving the facility's mission and objectives. You...
-
Miami, United States RPM ReSearch Full timeAssistant Site Director/ Director of Operations Primate Breeding FacilityJob Title: Associate Site Director - Primate Breeding FacilityPosition Overview:As the Associate Site Director for our Primate Breeding and Holding Facility, you will work closely with the Site Director to provide critical support in achieving the facility's mission and objectives. You...
-
Director of Operations
11 hours ago
Miami, United States Hilton Full timeA Director of Operations is responsible for the effective operational management of the hotel so Heads of Department achieve and exceed their revenue and Guest satisfaction targets. What will I be doing? As Director of Operations, you will be responsible for the effective operational management of the hotel so Heads of Department achieve and exceed their...
-
Director of Operations
4 weeks ago
Miami, United States Kuraray America , Inc. Full timeRole Purpose Statement Internal: CSC (all areas of Operations) External: Local Community, Customers, Suppliers, Authorities, Advisors, Unions, Auditors Main Accountabilities Business Strategy, Policies and Tools Execute the implementation of the CSC planning Ensure compliance with the policies provided by CSC and Corporate Managing Business Provide data for...
-
Director of Operations
4 weeks ago
Miami, United States ACCUR Recruiting Services Full timeCompany Description Our client for this Director of Operations opportunity is a trendy and fast-growing Tequila brand, headquartered in Miami. Currently boasting a strong presence in Florida, particularly successful in Miami nightclubs, the company seeks to expand its horizon to new markets. Focused on delivering high-quality and unique experiences, the...
-
GM / Director of Membership Operations
21 hours ago
Miami, United States Career Group Companies Full timeOur client is a unique Omakase Membership concept offering an original dining experience located in the vibrant city of Miami, dedicated to providing exceptional Japanese cuisine and personalized service. This establishment will be renowned for its meticulously crafted tasting menus, curated selection of premium ingredients, and immersive dining atmosphere....
-
GM / Director of Membership Operations
1 day ago
Miami, United States Career Group Companies Full timeOur client is a unique Omakase Membership concept offering an original dining experience located in the vibrant city of Miami, dedicated to providing exceptional Japanese cuisine and personalized service. This establishment will be renowned for its meticulously crafted tasting menus, curated selection of premium ingredients, and immersive dining atmosphere....
