Director of Operations

| Chicago
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Reports to Senior Director, Business

Are you fully engaged at work?

Think back to your last job. Did your work ever feel...less than challenging? Enova team members don’t have that problem. We’re regularly solving complex problems that directly impact the business and help grow our skills at the same time. When we talk to our team members, they tell us they’ve broken through personal and professional barriers thanks to the mission-driven work they’re tackling and the support from their manager and team. Where else can you level up your skills by working on fresh, interesting challenges every day? We want to celebrate your wins with you. This is the core of Enova.

About the Role:

At Enova, we have a strong emphasis on customer first and operations excellence. The Director of Operations manages and optimizes operations of the contact center function. The position is responsible for building a world-class contact center team, ensuring an efficient and consistent set of processes and procedures, and driving initiatives that create best-in-class customer experience. A commitment to excellence is demonstrated through driving people development programs, enhancing employee engagement, knowledge, skills, and morale.

The Director of Operations will be measured by the organization’s ability to provide high quality services, increased use of new proven technologies to increase efficiency, and achievement of performance metrics. The Director of Operations will execute Enova’s vision for operations to ensure the contact center meets customer and organization needs and continually engage in leading and inspiring the team in implementing best practices.

What You’ll Be Doing:

  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently drive day-to-day operations within the contact center
  • Champion contact center best practices and understand Enova’s unique business needs to advance Enova’s vision for its contact center
  • Develop strategies to ensure the customer experience in the contact center is consistent with overall company strategy and values, and drive initiatives that maintain this alignment
  • Work with operational teams, IT leadership, Strategy and Operations, and Product Management to optimize and integrate the technology required to support the contact center
  • Develop, implement and maintain effective Workforce Management (WFM) and Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
  • Maintain close, collaborative relationships with groups across the organization including business teams, IT and Business Intelligence.
  • Develop communication mechanisms for sharing KPIs and strategic initiatives within the contact center with key organizational stakeholders to ensure alignment and transparency
  • Responsible for contact center operating budget as it relates to staffing and incentives
  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, performance standards, staffing levels and supervision
  • Foster a teamwork environment that promotes collaboration and develops talent

We’re Excited About You If You Have:

  • Bachelor's degree
  • 10+ years of leadership experience in a contact center environment; minimum of 5 years leading multiple functions within contact center
  • Proven track record of managing complex, highly technical projects across functions and business
  • Demonstrated ability to analyze, develop, and implement metrics and process enhancements that ensure key performance indicators are aligned with desired outcomes
  • Strong leadership, mentoring and relationship building skills with ability to effectively manage groups and individuals at various levels
  • Experience in world-class contact center transformation process

About Enova:


Enova is a FinTech company dedicated to using technology to help hard-working people get access to fast, trustworthy credit. To date, we’ve helped more than 5 million customers around the world. Born and raised in Chicago, our philosophy is simple, “Life’s short. Work someplace awesome.” Want to learn more? Just ask any of our almost 1,500 employees.

Our goal at Enova, we believe that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. It is our policy to provide equal employment opportunity for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law. California Applicants: Click here to review our California Privacy Policy for Job Applicants.

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Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • IllustratorDesign
    • PhotoshopDesign
    • JIRAManagement

Location

175 W Jackson - Located right in the loop and easily accessible from the suburbs or the city.
Enova uses collaboration (plus a #win tradition) to tackle challenges
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An Insider's view of Enova

How would you describe the company’s work-life balance?

Enova encourages employees to own their work-life balance journey by providing an environment that allows them to be successful. Leaders value the results you create, rather than the number of hours in front of your desk to get to those results. Bottom line, people respect that you have your own unique working style, which is yours to discover.

Jungmin

Cho

What are some social events your company does?

Enova’s social calendar has something for everyone. Events range from comedy shows to bowling for charity. We host & sponsors events, including the Chicago Women in Tech conference and weekly meetups. It’s easy to find people with similar interests; if there’s something missing from Enova’s social list, make it happen! People will definitely join.

Curtis

Hiller

What are Enova Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Intracompany committees
Open door policy
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Summer hours.
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Paid Volunteer Time
Sabbatical
Eligible employees get 30 days of paid sabbatical after their first 4 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
We offer employees Paid on-site garage parking.
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Both company-wide and department-specific events.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Leadership mentoring.
Continuing Education stipend
Online course subscriptions available

Additional Perks + Benefits

Sabbatical program • Recognition programs • On-site discounted manicures, haircuts and massages • After-hours food delivery and commuting reimbursement • Monthly social events • Discounted gym memberships • Intramural sports • Pet insurance

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