Avant is dedicated to building premier digital banking solutions for the middle class through a combination of technology, analytics and superior customer service. Since 2012, Avant has connected over 1.5 million customers to over $7.5 billion in loans and 700,000 credit cards. A high growth financial technology company, Avant has been featured in The Wall Street Journal, The New York Times, TechCrunch, Fortune, Bloomberg, and has raised over $600 million of equity capital. Visit www.avant.com for more information.

As the Operations Readiness Sr. Manager on the Customer Operations team, you will build the infrastructure to help our Operations organization scale. In this role you will specifically be responsible for building and running the program through which Operations collaborates cross functionally to ensure that Operations is prepared to effectively handle volume and changes associated with the organization’s growth initiatives. This program is critical to Operations’ ability to provide an exceptional customer experience at scale. 

The Operations Readiness Sr. Manager will not only own the program but also the support functions required to execute program requirements. This role will have oversight of Operations Performance which includes quality assurance, training strategy and delivery, subject matter experts and 2nd level verifications. Workforce Management is within the scope of this role including volume forecasting, capacity planning and real time management of production service levels.

What you will do at Avant

• Develop and execute against a strategy for the Operations Readiness program; example elements of a strategy include the program’s vision, infrastructure, target metrics, resource alignment and tactical approach.
• Build and refine the scalable processes and comprehensive resources required to effectively run the program.
• Critically evaluate upcoming initiatives, determine the actions required to optimize the operational impact and tactically coordinate those actions.
• Partner with multiple stakeholders across Operations and other Avant teams to achieve the goals of the Operations Readiness program; you will oftentimes need to objectively evaluate the team’s competing priorities and align stakeholders on the most-optimal solution for Avant and our users.
• Own WFM target metrics; responsibilities include developing and executing work streams that mature the forecasting model and process. Owner of production service level agreements, scheduling, resource allocation, and financial targets.
• Ensure the quality assurance program is agile and shifts to evaluate the appropriate measures that drive operational excellence.
• Responsible for the training strategy and delivery program including new hire onboarding and continuous learning. 
• Effectively partner with Call Center Site Leaders on workforce headcount requirements, schedules and other real time management needs.
• Maximize the impact of your learnings by proactively identifying other opportunities to further help Operations scale through maturing the Ops Readiness underlying functions.

Why you are a good fit

• 7+ years of operational experience with a track record of being a top performer
• Experience driving creative solutions with and effectively informing the roadmap of cross-functional teams
• Experience successfully owning a target metrics for a team or organization
• Experience critically evaluating a problem from multiple, oftentimes competing perspectives, identifying the optimal solution, and aligning stakeholders on the solution
• Strong written and verbal communication skills with a precise talent for clearly articulating operational context and considerations to stakeholders that are less familiar with the domain
• A track record of leading and proactively managing end-to-end execution of projects/programs that have transformed their company’s operations and delivered quantifiable business impact
• Strong critical thinking and data-analysis skills 
• A proclivity for working in an ambiguous, fast-paced, and ambiguous environment as well as the balancing multiple priorities

Preferred Skills

• Experience working for a high growth technology company
• Experience working in user-facing roles (e.g., customer support, sales, etc.) that require time-sensitive responses
• Workforce Management modeling and management

Why Avant is a fit for you:

At Avant, we believe our values make a difference:

We value, support, and help each other grow

We are committed to active inclusion and diversity

We are transparent and believe the best idea wins

We succeed when our customers succeed

We get sh!t done… responsibly

And 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.

Avant is an equal opportunity employer and individuals seeking employment are considered without regard to race, color, national origin, religion, sex (including pregnancy, sexual orientation or gender identity), age, disability or genetic information or any other factor protected by applicable federal, state or local law, regulation or ordinance.