Director of Customer Operations

The Role

You will serve as the single-threaded leader of Customer Operations at Possible. This covers the entire scope of our customer servicing operations from underwriting to customer care, collections, and back-office support. You will be responsible for growing and maintaining our operations team as well as ensuring we deliver great customer experiences that scale while also effectively managing operational costs.

The current team has a mixture of US-based employees as well as an internal Philippines team, with further support via an outsourcer with dedicated Possible staff at locations in the Philippines and Costa Rica.

You will set and execute against our customer support strategy, establishing (and tracking against) the goals, metrics, and KPIs for our Operations function while ensuring we deliver the best service to our end consumers to drive customer satisfaction, retention, and growth.

You will be responsible for refining our location strategy, making decisions around level of insourcing vs outsourcing, establishing efficiency and performance metrics, and plans to improve efficiency and customer service in tandem.

We need someone who is operationally focused and adept at connecting and communicating trends cross-functionally with clear metrics, feedback, and stories. You will work closely with peers across the entire organization to build, scale, and maintain a best-in-class operation.

Responsibilities/What you will do:

• Establish a culture of accountability and execution by setting clear performance expectations and operating routines
• Establish an insource / outsource strategy to ensure the scalability of support operations; identify which tasks should be outsourced; manage vendors, holding them accountable to specified SLAs and quality metrics
• Implement best-in-class customer support practices, establishing and enhancing metrics to measure customer satisfaction, operational effectiveness, and service levels
• Establish scalable org structure and develop impactful leaders and managers
• Effectively identify and diagnose operational issues and implement appropriate solutions, such as: team alignment, strategic planning, process improvement, change management, coaching; and talent development, retention, and engagement strategies
• Apply analytical rigor to our CS discipline using data to inform the right initiatives and tactics to pursue
• Partner closely with other department leaders, including but not limited to Marketing, Legal/Compliance, Product, HR, and Bank Partners to drive initiatives forward
• Serve as the voice of the customer by surfacing key trends and insights back to our Product and Engineering teams
• Requirements:
• 5+ years leading a financial services Customer Support Organization, preferably in a consumer lending / credit card or fintech company
• People-focused leader with proven ability to build creative, collaborative teams; develop people; and link performance to overall business goals
• Strong knowledge of contact center trends/solutions
• Experience working with outsourcing vendors as well as in-house customer service teams
• Excited to solve complex, ambiguous problems using a data-centric, creative, and collaborative mindset
• Demonstrated ability to analyze and leverage data to drive decisions and build scalable processes; makes decisions using quantitative and qualitative data points
• Loves being a hands-on leader who can lead a team of Operations Managers, effectively delegating responsibilities and mentoring their growth and development
• Ability to project manage across functions, spot and remove dependencies, and help the team to execute with speed and efficiently
• Desire to work in a fast-paced, dynamic environment
• Exceptional communication skills; ability to empathize with stakeholder needs and drive alignment across multiple teams
• Exhibits strong business acumen