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Head of Customer Operations

2 months ago

Doral, Florida, United States NOVO Full time

About Novo:
At Novo, we are dedicated to redefining the landscape of financial technology for small businesses. Our mission is to empower entrepreneurs by providing a comprehensive FinTech platform tailored to their needs.

Role Overview:
We are seeking a Director of Customer Operations who possesses a deep understanding of enhancing customer satisfaction through the promotion of service excellence. This role is pivotal in ensuring that customer requirements are effectively communicated across product, marketing, and risk teams.

Key Responsibilities:

  • Strategic Leadership: Develop and implement both short-term and long-term strategies for customer support and operational teams, focusing on quality and cost efficiency.
  • Team Development: Cultivate and refine our management team to drive performance and engagement.
  • Customer Satisfaction: Champion service quality improvements and ensure customer needs are prioritized across departments.
  • Budget Management: Oversee financial planning in alignment with service standards and operational economics.
  • Support Structure: Create an effective tiered support system and manage a team of managers overseeing domestic and international customer support.
  • Operational Efficiency: Lead teams responsible for payment processing and risk management, focusing on global integration for improved efficiency.
  • Cross-Functional Collaboration: Collaborate with Product, Engineering, Data, and Risk teams to enhance our customer operations toolkit.
  • Quality Assurance: Standardize quality assurance and training programs to elevate service delivery.

Qualifications:
We are looking for candidates with:

  • 8+ years of experience in customer support or business operations.
  • 5+ years in a management role, with a proven track record of building high-performing teams.
  • Experience in a senior role within customer success or business operations at a startup or a later-stage tech company.
  • Expertise in managing Business Process Organizations.

Success Metrics:
Success in this role will be defined by:

  • Consultative approach to architecting operational functions.
  • Ability to inspire and motivate teams at all levels.
  • Expertise in enhancing customer experience and operational efficiency.
  • Positive impact on financial outcomes.
  • Effective execution across strategic and operational tasks.

Compensation:
The salary range for this position is competitive and commensurate with experience.

Novo is committed to fostering a diverse and inclusive workplace. We are an equal opportunity employer, welcoming applicants from all backgrounds.