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Customer Experience Operations Lead

2 months ago

Columbus, Ohio, United States Upstart Network, Inc. Full time
About the Role

We are seeking an experienced Operations Manager to join our Customer Experience team at Upstart Network, Inc. As an Operations Manager, you will play a critical role in delivering exceptional customer experiences and driving operational excellence across the organization.

Key Responsibilities
  • Lead a team of specialists dedicated to providing frontline support to customers
  • Hold direct reports accountable to high standards and established targets
  • Deliver constructive feedback and performance reviews, and facilitate performance improvement plans as needed
  • Support the team by ensuring individual and team metrics and priorities are met, and work is allocated efficiently
  • Contribute to and maintain deep firsthand knowledge of frontline work
  • Identify possible areas of process and workflow improvements and propose thoughtful solutions
  • Work with the leadership team and cross-functional teams to support analyses and lead special projects to drive innovation and growth
  • Dive into data to identify the root of a problem and solve it
  • Represent the voice of the customer company-wide, identifying trends in customer issues and feedback, and summarizing that data in a way that is actionable to other teams
Requirements
  • 1-3 years of experience in customer service/financial services leadership environment
  • Experience managing in a highly regulated environment, with preference to financial services or technology
  • Manager and mentor, bringing out the best in your team and coaching them to deliver world-class customer service and improve operations
  • Technology and process design, equally comfortable solving problems through technology as through operational excellence
  • Great communicator, connecting easily with the team to understand how operations work, and making a convincing case to the team about how to improve
  • Dedicated and relentless leadership and project execution, independently capable of seeking information, solving conceptual problems, corralling resources, and delivering results in challenging situations
  • Unfailingly empathetic approach toward customers and a passion for creating excellent customer experiences
  • Fast mover, excited to learn and help build a growing business
  • Collaborator, working well cross-functionally with other teams, and contributing towards improving the business
  • Problem solver, with distinctive analytical skills and impeccable business judgment
  • BA/BS degree, Associate's degree, or equivalent work experience
Preferred Requirements
  • Bilingual in English/Spanish
  • Experience at a startup organization
What You'll Love
  • Competitive compensation (base + bonus & equity)
  • Comprehensive medical, dental, and vision coverage
  • Personal development and technology & ergonomic budgets
  • Life insurance and disability benefits
  • Clubs and activities (game nights, fitstarters, superwomen, book club, investing club, money discussions, photography club, and basketball teams)
  • Generous vacation policy
  • 401(k) and Employee Stock Purchase Plan (ESPP)
  • Catered lunches + snacks & drinks
About Upstart Network, Inc.

Upstart Network, Inc. is a leading AI lending platform partnering with banks and credit unions to expand access to affordable credit. As we transitioned to being a public company, we are now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. We have recently expanded our offerings to include automobile refinancing and plan to take on more verticals as the business grows.

We are committed to embracing diversity and inclusion in our hiring practices, and we celebrate all cultures, backgrounds, perspectives, and experiences. We believe that by embracing diversity, we can become better together and create a more inclusive and equitable work environment.