Operations Manager, Customer Experience

Who you are

You have a proven track record in operations management, ideally with experience in customer experience or support environments. You thrive in a fast-paced setting and are adept at managing teams to achieve operational excellence. Your leadership style fosters collaboration and accountability, ensuring that your team meets and exceeds performance targets. You are skilled in scaling systems and processes, particularly through automation and change management, and you understand the importance of data-driven decision-making in optimizing team performance.

You possess strong analytical skills, allowing you to assess team performance metrics and implement strategies for improvement. Your communication skills are top-notch, enabling you to effectively convey expectations and provide constructive feedback to your team. You are passionate about creating a positive customer experience and understand the nuances of managing multi-channel support teams. You are committed to fostering an inclusive and supportive work environment where every team member can thrive.

Desirable

Experience in the financial services or technology sectors would be a plus, as would familiarity with AI-driven customer service solutions. You may have a background in project management or process improvement methodologies, which would further enhance your ability to lead operational initiatives.

What you'll do

As the Operations Manager at Upstart, you will oversee the daily operations of a multi-channel customer support team, ensuring that all interactions are handled efficiently and effectively. You will be responsible for setting performance goals and monitoring team outcomes to ensure alignment with company objectives. Your role will involve analyzing performance data to identify trends and areas for improvement, implementing strategies to enhance team productivity and customer satisfaction.

You will lead regular team meetings to discuss performance metrics, share best practices, and address any challenges the team may face. Your leadership will be crucial in fostering a culture of continuous improvement, where team members feel empowered to contribute ideas and solutions. You will also collaborate with other departments to ensure a seamless customer experience across all touchpoints.

In addition to managing day-to-day operations, you will play a key role in scaling processes through automation and technology. You will work closely with IT and product teams to identify opportunities for system enhancements that can improve efficiency and customer experience. Your ability to adapt to changing circumstances and lead your team through transitions will be essential as Upstart continues to grow and evolve.

What we offer

At Upstart, we believe in the power of our mission to expand access to affordable credit. We offer a supportive work environment where you can make a meaningful impact. You will have the opportunity to work with a talented team dedicated to delivering exceptional customer experiences. We provide competitive compensation and benefits, along with opportunities for professional development and growth within the company. Join us in our mission to transform the lending landscape and make a difference in the lives of our customers.