Manager, Operations Strategy - Customer Service
Avant is revolutionizing the world of lending by lowering the costs and barriers of borrowing for everyday people. At our core, we are a technology company that builds advanced platforms and uses custom analytics. Today, we help underserved consumers, the majority of whom get fast funding on our online platform without having to talk anyone. Tomorrow we plan to use our world class technology and underwriting capabilities to launch new products and bank partnerships that improve people’s financial lives.
JOB DESCRIPTION
We are looking for an individual to lead our Customer Service Group as a part of the Operations Strategy Team. As the Customer Service Manager you will own and execute on all aspects of the Customer Service experience. You will ensure Avant is meeting all stated customer service/experience objectives for each product and partner. We are looking for a hands on candidate who takes ownership and can work cross functionally to drive core responsibilities forward.
What you do at Avant
- Develop and implement strategies to drive a best-in-class Customer Service experience
- Work closely with operations staff across multiple sites to translate agent feedback into clear servicing needs that fit within the Servicing framework and system
- Conduct detailed analysis from a variety of data sources; provide actionable insights to scale operations for increased effectiveness and efficiency
- React quickly to issues, engaging with teams around the organization to drive resolution and acting resourcefully under tight timelines
- Define and measure KPIs to track department performance and progress
- Ensure all department goals are met including quantitative targets, project timelines, quality assurance standards, etc.
- Collaborate with our workforce management team and operations managers to determine resourcing needs and staffing plans
- Build relationships with key stakeholders across the business to define needs and roadmaps
- Recognize needs and synergies across products and partners to prioritize effectively
- Lead a team of direct reports and serve as a positive motivator
Why you are a fit for Avant
- 5+ years of work experience with 3+ years of direct people management experience
- BA/BS in business, economics, mathematics, engineering, or related field
- Data-oriented with a focus on core KPIs and reporting; proven capability of executing various data-driven projects
- Excellent analytical, problem-solving, and project management skills
- Superb communication skills with ability to frame a point and discuss at all levels within the organization
- Experience constructing and scaling customer support operations policies and processes a plus
- MBA and/or Six Sigma experience a plus
Why Avant is a fit for you: At Avant, we believe our values make a difference:We value, support, and help each other growWe are committed to active inclusion and diversityWe are transparent and believe the best idea winsWe succeed when our customers succeedWe get sh!t done… responsiblyAnd we keep it fun! We believe that ideas are more important than titles, everything is more fun together, everyone drives change, and everyone is an owner. While we believe the perks and benefits that we offer are terrific, nothing excites us more than having the ability to collaborate with intelligent, highly-motivated and talented people on challenging problems as we work to change the face of online lending.